Service Delivery Manager (Fixed-Term, 12 Months)

The Service Delivery Manager is key to ensuring our customers success. In this 12-month fixed-term role, you’ll lead the delivery of complex, high-risk, and high-visibility projects, keeping them on scope, on time, and on budget, while managing escalations and providing confidence to both customers and internal teams.

You’ll bring strong governance, problem-solving, and a customer focused approach to every project, maintaining consistency and quality in the experience we deliver. This role also offers exposure to a variety of projects and teams, giving you the chance to explore potential longer-term opportunities within the organisation.

Key Responsibilities

• Oversee Project Delivery: Monitor day-to-day delivery across assigned engagements, and track progress against scope, schedule, and budget.
• Client Relationship Management: Build and maintain strong client relationships by understanding needs, managing expectations, and resolving concerns to ensure high satisfaction.
• Team Leadership and Stakeholder Management: Lead and support delivery teams through complex engagements, work closely with technical, sales, customer success, and people leaders whilst fostering a collaborative, high-performing delivery culture
• Project and Process Management:
• Plan and coordinate resources, timelines, and deliverables; ensure delivery tools and schedules are kept up to date; implement process improvements and adopt project management best practices. 
• Delivery Governance & Performance Monitoring: Manage project risks, issues, and dependencies throughout the delivery lifecycle; monitor progress against project plans; deliver accurate reporting and conduct post‑project reviews to ensure learnings are captured and applied.

What You Will Bring

• Strong communication, interpersonal, and analytical skills to manage clients and internal teams effectively. 
• Proven experience in leading technical teams, driving process improvements, and managing multiple projects simultaneously. 
• A proactive problem-solving mindset with the ability to implement practical solutions quickly.
• Customer-Focused Mindset – the ability to anticipate customer needs and consistently deliver solutions

About DEFEND: 

Our dream at DEFEND is to improve everyday life by creating a cyber resilient world. Over the last few years, we've experienced phenomenal growth, working with a wide variety of customers in New Zealand and across 66 countries and winning several industry awards, including Microsoft's Global Partner of the Year for 2025! 

Why DEFEND? 

We believe in investing in our employees’ growth and providing them with opportunities to advance their skills and careers. We offer a collaborative workplace culture, and we are committed to fostering an inclusive environment where innovative thinking is encouraged.  

By joining our innovative and creative team you will have the opportunity to contribute a variety of cybersecurity outcomes, from culture & awareness of cyber resilience, through to offensive & defensive security. No matter what your role, everyone at DEFEND contributes towards our dream of creating a cyber resilient world. 

The benefits of working at DEFEND 

In addition to working for a growing, dynamic NZ company, DEFEND offers the following benefits to all our DEFENDers 

• 3% 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 

Diversity & Inclusion: 

At DEFEND, we celebrate a variety of perspectives and experiences. We know from experience that people from underrepresented groups often don’t apply for roles they don’t feel they meet all the criteria for. We’re committed to creating an environment that enables all our team to thrive. If you think you have what it takes, but don’t check every single box, please consider applying. We’d love to hear how you might contribute to the team and being our next DEFENDer. 

Ready to help shape the future of cybersecurity in New Zealand? Apply now or learn more at: https://defend.co.nz/careers/ 

• Award-winning Cybersecurity company  
• Work with leading technologies and innovative peers 
• Work in a dynamic environment with opportunities for professional growth and development. 

Ready to power the growth of one of New Zealand’s leading cybersecurity companies? At DEFEND, our mission is to create a cyber resilient world—and we’re looking for a Cybersecurity Operations Analyst to monitor, report, educate, and respond — protecting customers and securing their digital future.