Service Delivery Analyst - Remote

Overview

An exciting opportunity for a Service Delivery Analyst with a genuine passion for Cyber Security to join the CyberGuard team at Wavenet, acting as a key technical liaison between customers and service teams.

In Short

• Create and deliver professional reports on service performance, incidents, and improvements.
• Present detailed technical service reports, translating data into clear, customer-friendly insights.
• Analyse issues within client estates and present findings during service reviews.
• Act as a liaison between clients and internal technical teams to ensure service expectations are met.
• Provide calm, clear communication during incidents, reassuring and updating customers.
• Accurately document meetings, actions, and customer communications.
• Support smooth client transitions into BAU.
• Gather and analyse customer insight data, reporting to the Head of Customer Experience.
• Stay up to date with emerging cyber threats, trends, and technologies.
• Complete additional tasks as delegated by senior management.

Requirements

• Previous experience in a similar service delivery or analyst role.
• Experience with ITSM platforms.
• Knowledge of query languages such as KQL, SQL, or SPL, and experience creating security rules/analytics.
• Background working within an MSSP environment.
• Understanding of technologies offered across CyberGuard.
• Familiarity with cloud security best practices (Azure / AWS).
• Strong analytical, problem-solving, and rapport-building skills.
• Excellent written and verbal communication, with the ability to explain technical details to non-technical stakeholders.
• Ability to create and present professional technical reports.
• Eligible for (or currently hold) Security Check (SC) clearance.

Benefits

• Hybrid Working: A flexible hybrid model, typically 3–4 days per week in one of our offices, with the option to work from home where appropriate.
• Annual Leave: Begin your journey with 25 days of leave, increasing by one day per year up to 28 days.
• Health & Wellbeing: Enjoy private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance programme.