Operations Lead - Service Delivery

About DEFEND

DEFEND is a distinguished cybersecurity organization dedicated to fostering a cyber resilient world. Recognized for rapid growth and numerous industry accolades, including Microsoft's Global Partner of the Year for 2025, DEFEND offers a dynamic workplace with opportunities for professional advancement.

Role Overview

The Operations Lead - Service Delivery plays a pivotal role in overseeing managed service delivery, ensuring consistent operational excellence and customer satisfaction. This position involves managing service performance, acting as the liaison between customers and operational teams, addressing escalations, and driving continuous improvement initiatives.

Key Responsibilities

• Manage daily health and performance of Managed Services for assigned customers, ensuring SLAs and quality standards are consistently achieved.
• Serve as the primary operational contact and escalation point, comprehending customer priorities, risks, and issues, and ensuring timely communication and resolution.
• Track, analyze, and report on service delivery metrics to identify risks and opportunities for enhancing customer experience.
• Lead service review meetings and regular updates with customers to establish clear insights and actionable plans.
• Detect recurrent problems, process inefficiencies, and customer pain points; collaborate with Continuous Improvement, Automation, and Service Management teams to implement enhancements.
• Coordinate with various operations teams to align delivery capabilities with customer requirements, ensuring uniform, high-quality service experience.

Candidate Profile and Experience

• Extensive background in cybersecurity operations or managed security service providers (MSSP).
• Demonstrated expertise in managing service delivery and cross-functional team coordination.
• Excellent customer relationship management and stakeholder engagement abilities.
• Proven experience handling escalations, resolving service issues, and conducting operational follow-ups.
• Strong verbal and written communication proficiency.
• Competence in generating reports and performing service reviews.
• Ability to balance operational delivery demands with customer needs effectively.
• Organized, proactive, and dedicated to delivering excellent service.

Technical Expertise

• Knowledge of SOC/NOC operational workflows.
• Experience in incident response and escalation management procedures.
• Familiarity with ITIL-aligned service management environments.
• Proficient with ServiceNow or comparable ITSM platforms.
• Awareness of cybersecurity frameworks such as NIST, CIS, and NZISM.

Employee Benefits

• 3.5% employer contribution to Kiwisaver on top of base salary.
• Southern Cross Health Insurance coverage.
• Discounts on mobile and broadband services for employees and their families.
• Flexible hybrid working arrangements.
• Allowance to enhance home office setup.
• Access to Employee Assistance Program (EAP) supporting various wellbeing needs.

Diversity and Inclusion

DEFEND values diverse perspectives and experiences, encouraging applicants from underrepresented groups to apply, even if all criteria are not fully met. The company fosters an inclusive environment where all team members can thrive.

Join DEFEND

If you are motivated to contribute to New Zealand's cybersecurity landscape and believe you can thrive in a collaborative and innovative team, consider applying for this role.