Descripción Del Puesto

Accenture is seeking Principal Service Manager to be assigned to its office located in Madrid, preferently (Spain). Applicants must have bachelor’s degree in Computer Science, Telecommunications or Electrical Engineering or a related field and full professional proficiency in English and Spanish. Experience and/or knowledge in other fields of Information Security (Network Security, Infrastructure Security, SIEM / Infrastructure Security tools, SOC operations) is welcome.

Selected candidates will participate in Accenture's SOC providing service to the different clients of the company.

 

The primary role of the Principal Service Manager is to be 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. They 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 MSS Service, but where continuous improvement is built into the operating model.

 

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Qualifications

Responsibilities:

 

Manage and maintain a trusted relationship with between 10-30 clients across all tiers, with a primary focus on Tier 1 and 2 clients

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

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 MSS web portal with Development

Overall accountability for transition success

Build best practices for the service management community

Work closely with the MSS Sales Specialists, providing updates and up-sell opportunities to the relevant sales person 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

Provide initial assistance on DeepSight service for MSS customers

Provide existing customers MSS portal walkthroughs and demonstrations

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

 

#GoSecurity

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