Operations Lead – Service Delivery

DEFEND

Operations Lead managing day-to-day service delivery in a New Zealand cybersecurity company. Ensuring service commitments and quality standards are consistently met.

Posted 7/6/2026full-timeWellington • 🇳🇿 New ZealandSeniorWebsite

Tech Stack

Tools & technologies

Cyber SecurityITSMServiceNow

About the role

Key responsibilities & impact

Own the day-to-day delivery health of Managed Services across assigned customers, ensuring SLAs, service commitments, and quality standards are consistently met
Act as the primary operational contact and escalation point, understanding customer priorities, risks, and service concerns, and ensuring these are clearly communicated and actioned
Monitor and report on service performance, identifying risks and opportunities to improve delivery quality and customer experience
Lead service reviews and regular customer updates to gain clear insights and agreed actions
Identify recurring issues, process gaps, and customer friction points, and drive service improvement in partnership with Continuous Improvement, Automation, and Service Management functions
Collaborate across operations teams to align customer needs with delivery capability, ensuring a consistent, high-quality service experience

Requirements

What you’ll need

Strong experience in cybersecurity operations or managed security services (MSSP)
Proven ability to manage service delivery and cross-team coordination
Strong customer engagement and stakeholder management skills
Experience handling escalations, service issues, and operational follow-up
Strong written and verbal communication skills
Strong reporting and service review capability
The ability to balance customer needs with operational delivery requirements
A proactive, organised, and service-focused approach
Technical skills you'll bring:
SOC/NOC workflows
Incident response and escalation management
ITIL-aligned service environments
ServiceNow (or equivalent ITSM platforms)
Framework awareness: NIST, CIS, NZISM

Benefits

Comp & perks

3.5% Kiwisaver on top of your base salary
Southern Cross Health Insurance coverage
Mobile and Broadband discounts for yourself and family
Flexible, hybrid work environment
An allowance to contribute to your home office setup
Access to EAP services to support you across a range of wellbeing needs

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

SOC/NOC WorkflowsIncident ResponseService Delivery ManagementReporting and Service ReviewOperational Follow-Up

Soft Skills

Customer EngagementCommunication SkillsOrganizational SkillsProactive ApproachCross-Team Coordination