Service Delivery Analyst

Award-winning Cybersecurity company Work with leading technologies and innovative peers Kick-start your cyber career in a supportive, high-performing team Ready to start your career with 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 Service Delivery Analyst to help our Managed Services team keep customers safe, informed, and confident in the service they receive. About the Role: As our Service Delivery Analyst, you'll work alongside our Operations Leads to support the day-to-day health of Managed Services. You'll be a key contributor to service reporting, customer communications, and follow-up on issues, learning the craft of service delivery in a modern SOC environment. This is a great opportunity to build strong foundations in cybersecurity operations, customer engagement, and continuous improvement. What You'll Do: Support the day-to-day delivery of Managed Services across assigned customers, helping ensure SLAs and quality standards are met Assist Operations Leads with customer communications, service updates, and escalation follow-up Prepare service performance reports and dashboards, highlighting trends, risks, and opportunities to improve Contribute to service reviews by gathering data, preparing packs, and capturing actions Track and follow up on recurring issues, process gaps, and customer friction points, working with senior team members to drive improvement Collaborate across operations teams, building your understanding of how customer needs translate into delivery activity The skills and experience you will bring to DEFEND: Some exposure to cybersecurity operations, IT service delivery, or a managed services environment (through study, internships, or early-career experience) A customer-first mindset with strong written and verbal communication skills Comfort working with data, reports, and dashboards to tell a clear story A proactive, organised, and curious approach, with a willingness to learn Ability to manage competing priorities and follow through on commitments An interest in ITIL-aligned ways of working and continuous improvement Technical exposure that will help you succeed: Awareness of SOC or NOC workflows Familiarity with incident management and escalation concepts Exposure to ServiceNow or similar ITSM platforms is a plus Interest in cyber frameworks such as NIST, CIS, or NZISM Comfort with Microsoft 365 and reporting tools such as Excel or Power BI 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 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 3.5% 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 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/