Service Delivery Manager

Description

At Thales, we know technology has the ability to make our world more secure, sustainable, and inclusive – driving this technology are our people.

It takes talented people to build and power the systems and solutions that communities depend on every day. So, we stay curious and make space for diverse points of view.

From manufacturing and engineering to cybersecurity and space, we’re driving progress in some of the world’s most important industries – and working together to build a future we can all trust.

Our Benefits

In addition to interesting, engaging opportunities that impact at scale, and ongoing personal and professional development opportunities, Thales Cyber can offer you:

Competitive remuneration structure

Hybrid and flexible working options under the Thales Flex program

Paid parental leave and family support through Parents at Work

The day off on your birthday each year

Novated Lease options

Ongoing personal and professional development opportunities

Sonder Wellbeing & Support Partner

Our Team

Thales delivers cybersecurity products and services that keep people and assets safe, giving organisations confidence in the security of their digital journeys. Our solutions are deployed in 148 countries, helping governments to maintain sovereignty, and organisations to preserve their strategic autonomy. Thales is a global leader in cybersecurity - no.1 in data security - with 6,000+ experts and developers. We bring trust and resilience to key industries including finance, health, retail and manufacturing, as well as vital sectors such as aerospace, critical infrastructure, defence and space.

About the Role

As a Client Service Delivery Manager, you will be the trusted face for our enterprise clients, ensuring operational excellence in delivering cyber security managed services (e.g., threat detection & response, vulnerability management, digital forensics, and digital risk protection). This is a permanent full-time hybrid role based in our Barangaroo, Sydney office.

This is client facing role where you'll be based on site time to time and own the day-to-day relationship with clients acting as their primary escalation point for incidents, contractual deliverables, and service improvements. Your role is critical in managing multi-year contracts, ensuring SLA compliance, and driving financial accountability and ensuring we are delivering to the contract.

Your Experience

On day one in this role, we'll expect you to bring the following skills, experience and behaviours:

Oversee end-to-end service delivery, ensuring contractual obligations are met on time and within budget

Lead high-pressure security incidents, coordinating responses with internal teams (SOC, engineers, threat intelligence) and communicating clearly with clients

Build strong, proactive relationships, identify upsell opportunities, and gather feedback to enhance service quality

Reporting & Governance tracking to ensure transparency and continuous improvement

Work closely with Sales, Pre-Sales, Security Engineers, and Analysts to align service delivery with business outcomes.

Requirements

• Demonstrated experience in a service delivery role leading complex client engagements (preferably in managed services or SOC environments)
• Cyber Mindset, exposure to security operations, threat intelligence, or incident response
• Confident in handling difficult conversations, making decisive calls under pressure, and articulating risks/impacts to stakeholders
• Manage competing demands, and drive efficiency in workflows.
• Understand contractual financials and identify growth opportunities
• Why Thales Cybersecurity?
• Impactful Work; No two days are the same; you’ll shape cyber resilience for enterprise clients across diverse sectors.
• Collaborative Culture; Join a supportive, empowering team where every voice drives improvement.
• Career Growth; Own your development in a role that blends client success, cyber expertise, and leadership
• Australian Defence Roles & Security
• A Defence security clearance is required for this role, applicants must be Australian citizens and eligible to obtain and maintain an appropriate clearance.
• Additional information with regards to clearances is available from the Australian Government Security Vetting Agency website http://www.defence.gov.au/AGSVA/. In some cases, individuals who hold a current clearance from a foreign government may be eligible to have this clearance recognised by the Australian Government and be eligible for this role.The Australian Defence Trade Controls Act (DTCA) is applicable and as such, your nationality may be a factor in determining your suitability for this role.
• We Encourage You To Apply
• After you have applied, you will receive an email acknowledging your application. We’ll then provide a personalised experience for suitable applicants as we progress the selection and assessment process. Prior to being offered employment, you will need to complete pre-employment police and depending on the role type, medical checks as well.
• It’s easy to dismiss the perfect opportunity if you don’t see yourself as the perfect fit. If this role feels right – no matter your background or personal circumstances – please introduce yourself or join our community . We’re committed to supporting a diverse workplace, and that starts here.
• We’re proud to be endorsed by WORK180 as an Employer for All Women, but we know there’s always more we can do. We’ll continue to foster industry partnerships, employee resource groups (ERGs) and development opportunities to make Thales a genuinely equitable employer, for everyone.
• Read more about our WORK180 endorsement.