Managed Security Services Delivery Leader

Accenture PLC; Auckland; On-site; NZD 120,000 - 180,000; Full time

Job summary

CyberCX, a cyber security services provider and part of Accenture, is seeking a Service Delivery Manager – MSS to lead the successful delivery of Managed Security Services to CyberCX clients. You will act as the main escalation point and advocate for customers, ensuring governance and contract obligations are met.

You will build strong relationships, produce accurate reporting, drive CSI initiatives, support pre-sales with service definitions, and align service delivery with KPIs and SLAs to

Qualifications

• Must have tertiary qualification in Information Technology or Business Administration.
• ITIL Foundations V3 is mandatory; ITIL Foundations V4 with additional ITIL capabilities is preferred.
• 2–5 years of experience in a similar service delivery, project delivery or consulting role.
• Exceptional stakeholder engagement and communication skills with senior leaders.
• Strong analytical and problem-solving abilities.

Responsibilities

• 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

Stakeholder engagement

Communication

Analytical thinking

Problem solving

Education

Tertiary qualification in Information Technology or Business Administration

ITIL Foundations V3

ITIL Foundations V4 with ITIL Capability certifications

Job description

CyberCX, a cyber security services provider and part of Accenture, is seeking a Service Delivery Manager – MSS to lead the successful delivery of Managed Security Services to CyberCX clients. You will act as the main escalation point and advocate for customers, ensuring governance and contract obligations are met.

You will build strong relationships, produce accurate reporting, drive CSI initiatives, support pre-sales with service definitions, and align service delivery with KPIs and SLAs to