Role Overview

As our Operations Lead, Service Delivery, you'll be accountable for service performance, customer experience, and operational coordination. You'll act as a customer advocate within Managed Services, translating customer needs into operational action, ensuring services are delivered consistently, issues are proactively managed, and customers remain confident in DEFEND's service.

What You Will Do

• 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.

Why It Might Be a Fit

Strong experience in cybersecurity operations or managed security services (MSSP), proven ability to manage service delivery and cross-team coordination,...