CyberCX - Service Delivery Manager

CyberCX; Wellington; On-site; NZD 110,000 - 150,000; Full time

Job summary

CyberCX, part of Accenture, protects and defends our customers and communities by providing the most comprehensive range of cyber security professional services in the region.

With more than 1,400 team members across Australia, New Zealand, the UK and US, we are a leading force in cyber security, offering services from strategy, GRC, managed security services, cloud security, digital forensics and cyber education.

Qualifications

• Tertiary qualification in Information Technology or Business Administration.
• ITIL Foundations V3 mandatory.
• ITIL Foundations V4 with ITIL Capability certifications preferred.
• 2-5 years of prior experience in a similar service delivery, project delivery or consulting role.
• Exceptional stakeholder engagement and communication skills with senior leaders and internal working teams.
• Strong analytical and problem-solving skills with the ability to translate information into creative solutions.

Responsibilities

• Develop and maintain relationships with clients to ensure effective delivery of Managed Security Services.
• Ensure the creation and delivery of accurate Service Delivery reports to clients and projects per the Service Governance framework.
• Ensure the effective delivery of Managed Services in accordance with the CyberCX Service Governance framework.
• Ensure KPIs and SLAs for assigned accounts are met and drive service improvement where needed.
• Act as a single point of escalation for assigned customer accounts.
• Ensure effective delivery of Continual Service Improvement initiatives to improve efficiency, quality and customer experience.
• Collaborate with the Customer Solutions team in a pre-sales advisory capacity to ensure service definitions are accurate.

Skills

Stakeholder engagement

Communication

Analytical skills

Problem solving

Education

Tertiary qualification in Information Technology or Business Administration

Tools

ITIL Foundations V3

ITIL Foundations V4

ITIL Capability certifications

Job description

The work we do matters

CyberCX, part of Accenture, protects and defends our customers and communities by providing the most comprehensive range of cyber security professional services in the region.

With more than 1,400 team members across Australia, New Zealand, the UK and US, we are a leading force in cyber security, offering services from strategy, GRC, managed security services, cloud security, digital forensics and cyber education.

If you’re ready to work with teammates that get you, a leader that supports you and customers that need you, then you’re ready for CyberCX.

How You Will Make An Impact

Reporting to the Regional Lead Service Governance, the Service Delivery Manager – MSS will focus on the successful delivery of Managed Security Services to CyberCX customers. The Service Delivery Manager will act as the conduit and advocate for the customer and CyberCX, ensuring services are being delivered in accordance with defined governance frameworks and customer contract obligations.

Day to day you will

• Develop and maintain relationships both internally, and externally with clients, to ensure the effective delivery of Managed Security Services


• Ensure the creation and delivery of accurate Service Delivery reports to your clients and for client projects in accordance with the Service Governance reporting framework


• Ensure the effective delivery of Managed Services in accordance with the CyberCX Service Governance framework


• Ensure that KPIs and SLAs applicable to the Managed Services agreements for assigned customer accounts are met and, where failures occur, utilise the service improvement tools defined in the Service Governance Framework to rectify future occurrences


• Act as a single point of escalation for assigned customer accounts


• Ensure effective delivery of Continual Service Improvement (CSI) initiatives to ensure improved efficiency, quality and customer experience


• Work with the Customer Solutions team in a pre-sales advisory capacity to ensure service definitions and descriptions are accurate

Skills & Qualifications

• Tertiary qualification in Information Technology or Business Administration


• Mandatory: ITIL Foundations V3


• Preferred: ITIL Foundations V4 with additional ITIL Capability certifications


• 2-5 years of prior experience in a similar service delivery, project delivery or consulting role


• Exceptional stakeholder engagement and communication skills with an ability to build credibility with senior leaders and internal working teams


• Strong analytical and problem-solving skills, and the ability to translate information into creative solutions to benefit the business