Job Description

Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all these services. We combine unmatched experience and specialized capabilities across more than 40 industries  powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. With 513,000 people serving clients in more than 120 countries, Accenture brings continuous innovation to help clients improve their performance and create lasting value across their enterprises. Visit us at www.accenture.com. 

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 we’re 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 sector’s 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 Lead 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 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 

  • Escalation point for internal teams for unresponsive customers 

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

Read more of the job description


Qualifications

Here’s 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. 

  • Master's degree or equivalent (minimum 12 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 

Above This We Also Want You To 

  • Thrive on change. We lead our industry from the front by constantly evolving our service offers and deliveryapproaches - and you will become an integral part of this process. 

  • Be entrepreneurial. We create an environment where great ideas can be realized, and we depend on our people to bring these forward. 

Equal is greater than - Accenture welcomes and encourages applications from diverse backgrounds related to gender, age, ethnicity, culture, race, religion and belief, disability, nationality, sexual orientation, and gender identity. Inclusion and diversity are fundamental to our culture and core values, providing an environment where everyone brings distinct experience, talent, and culture to their work. We invite you to be part of this diversity! 

 
If you would like to be considered for employment opportunities with Accenture and need special assistance due to a disability or accommodation for a disability, please send an email to Accenture Recruitment Denmark DK.interview@accenture.com 

Locations

Aarhus V,Copenhagen

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 or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

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