1+ months

Security Delivery Manager

Philadelphia, PA 19133

We Are

Accenture Security helps organizations prepare, protect, detect, respond and recover along all points of the security lifecycle. Cybersecurity challenges are different for every business in every industry. Leveraging our global resources and advanced technologies, we create integrated, turnkey solutions tailored to our clients needs across their entire value chain. Whether were defending against known cyberattacks, detecting and responding to the unknown, or running an entire security operations center, we will help companies build cyber resilience to grow with confidence. Our team of the security sectors brightest people use the coolest tech to out-hack the hackers and help clients build resilience from within. We blend risk strategy, digital identity, cyber defense, application security and managed service solutions to rethink the entire security lifecycle.

You Are

A Service Delivery Manager responsible for service management activities for assigned client base, resulting in positive customer satisfaction, eventual contract renewal and ideally clients willing to act as a reference. You are the voice of the customer and as such are responsible for ensuring the other operational delivery functions, PM, and Sales where appropriate, understand their clients requirements, their priorities, and their requests to not only provide a consistent high-quality MDR Service, but where continuous improvement is built into the operating model.

The Work

+ Manage and maintain a trusted relationship with between 10-25 clients across all tiers, with a primary focus on Tier 1 and 2 clients

+ Serve as a subject matter expert of all offerings; ensure scope of contracted services is clear to clients

+ Managing the overall on-boarding plan and updates for assigned customers

+ Drive improvements in client satisfaction and be accountable for the quality of service delivered for clients

+ Provide a clear and regular update to clients on action items, including proposed actions and dates to closure

+ Responsible for addressing underlying problems affecting one or more of assigned clients

+ Receive and coordinate customer enhancement requests with Product Management and enter into relevant system for prioritization and evaluation

+ Receive and coordinate customer reported bugs/issues with web portal with Development

+ Overall accountability for transition success building best practices for the service management community

+ Work closely with the Sales Specialists, providing updates and up-sell opportunities to the relevant account leads for each account

+ Leverage the most effective and efficient service from the delivery teams for each assigned client

+ Produce consistent, high quality service reviews on a monthly or quarterly basis that demonstrate quality and continuous improvement

+ Maintain/track client details using Customer Vault

+ Coordinate major/out-of-scope customer requests, requiring the purchase of Help Desk Tokens

+ Receive and coordinate customer Organizational Hierarchy (OH) requirements and custom escalation matrices

+ Escalation point for internal teams for unresponsive customers

+ Receive and coordinate reporting requests, assisting with high level design of reports where required

For now, all Accenture business travel, international and domestic, is currently restricted to client-essential sales/delivery activity only.
Please note: The safety and well-being of our people continues to be the top priority, and our decisions around travel are informed by government COVID-19 response directives, recommendations from leading health authorities and guidance from a number of infectious disease experts.

Heres What You Need

+ Minimum 4 years in Customer Account Management or Project Management work with exposure to network security concepts

+ Minimum 2 years experience dealing with and resolving customer issues and be comfortable face to face with the customer

+ Minimum 1 year experience in services management working with large enterprises and the ability to respond to their requests

Bonus Points If

+ Strong verbal and written communication skills.

+ Ability to identify areas needing improvement and develop appropriate action plans.

+ Bachelor's degree or equivalent (minimum 12 years work experience). If Associates Degree, must have equivalent minimum 6 years work experience

+ Ability to identify areas needing improvement and develop appropriate action plans.

+ Must be able to lead from the front, perform project management tasks

What We Believe

We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person atAccenture has the responsibility to create and sustain an inclusive environment.

Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and ourcommunities.Read more here (https://www.accenture.com/us-en/about/inclusion-diversity/us-workforce)

Equal Employment Opportunity Statement
Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity andexpression, religion or sexual orientation. Our rich diversity makes us more innovative, more competitive and more creative, which helps us better serve our clients and our communities.
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity orexpression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Accenture is committed to providing veteran employment opportunities to our service men and women.
For details, view a copy of theAccenture Equal Opportunity and Affirmative Action Policy Statement (https://www.accenture.com/\_acnmedia/Careers/PDF-9/Accenture-Annual-Policy-Statement-Regarding-EEO-2018-Applicant.pdf)
Requesting An Accommodation
Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hiredby Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made tofacilitate the recruiting process are not a guarantee of future or continued accommodations once hired.
If you would like to be considered for employment opportunities with Accenture and have accommodation needs for a disability or religious observance, please call us toll free at 1 (877) 889-9009, send us anemail (https://www.accenture.com/us-en/contact-us) or speak with your recruiter.
Other Employment Statements
Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay ofanother employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannotdisclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint orcharge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnishinformation.

Unless expressly indicated, this role is not open in the state of Colorado.


Posted: 2021-03-12 Expires: 2021-05-02

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Security Delivery Manager

Philadelphia, PA 19133

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