Cybersecurity Service Delivery Associate

About the role

As a Service Delivery Associate you will work side‑by‑side with Operations Leads to keep the Managed Services offering running smoothly for assigned customers. You will gain hands‑on experience in a modern Security Operations Centre (SOC), supporting service reporting, customer communications and issue follow‑up while building a solid foundation in cybersecurity operations and continuous improvement.

Key responsibilities

• Support day‑to‑day delivery of Managed Services, ensuring SLAs and quality standards are met.
• Assist Operations Leads with customer updates, service communications and escalation follow‑up.
• Prepare performance reports and dashboards, highlighting trends, risks and improvement opportunities.
• Contribute to service reviews by gathering data, creating packs and tracking actions.
• Identify and follow up on recurring issues, process gaps and customer friction points, driving improvements with senior team members.
• Collaborate across operations teams to translate customer needs into delivery activities.

Required profile

• Some exposure to cybersecurity operations, IT service delivery or managed‑services environments (studies, internships or early‑career roles).
• Customer‑first mindset with strong written and verbal communication skills.
• Comfort working with data, reports and dashboards to tell a clear story.
• Proactive, organised, curious and eager to learn.
• Ability to manage competing priorities and follow through on commitments.
• Interest in ITIL‑aligned ways of working and continuous improvement.

Required skills

• ServiceNow or similar ITSM platform.
• Microsoft 365.
• Knowledge of cyber frameworks such as NIST, CIS or NZISM.
• Familiarity with ITIL concepts.

What we offer

• Collaborative, inclusive workplace culture.
• Opportunities for skill development and career progression.
• Being part of an award‑winning, fast‑growing cybersecurity company.