Operations Lead - Service Delivery

• 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 an Operations Lead, Service Delivery to be the trusted operational partner our customers rely on, driving service excellence and continuous improvement across our Managed Services.  About the Role:  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'll 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 

• 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