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Service Effectiveness Consultant - SecureWorks

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Project/Program Mgmt - IT
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17000XCL Requisition #
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Service Effectiveness Consultant - SecureWorks

SecureWorks is a global leader in providing intelligence-driven information security solutions. We play an important role, as no organization in the world is immune from cyberattacks and the nature of the attack is changing every day. Internet security is a problem that will never be solved. Unlike point products that address a specific technology issue, we attack the problem holistically by analyzing threat actor tactics, techniques and procedures, and develop solutions using best-of-breed technologies to protect our clients. We are one of the best in the world at understanding the threat.
In short, we give our clients an early warning capability. SecureWorks was founded in 1999 and headquartered in Atlanta, Ga., with offices in all the major security markets around the globe. We have more than 2,000 team members, and collaborate with more than 4,200 clients in 59 countries to keep the bad guys out of their networks. We are consistently recognized by industry analysts, readers' polls and as a leader in the Gartner Magic Quadrant for managed security services, worldwide.

Role Overview
The Service Readiness role is a critical individual contributor role within Service Lifecycle Management, which will be responsible for the Service Adoption Effectiveness Program for new launches and capabilities. By understanding our global service delivery and Offer Lifecycle Management processes, this individual accurately assesses client adoption rates and trends, reports upon service effectiveness, and creates detailed plans, which ensures stakeholder awareness and accountability.

Role Responsibilities
-Help scope, develop, and document Service Adoption Effectiveness Program, which includes client adoption and gauging service effectiveness, reporting on results and suggesting actions as appropriate
-Communicate and socialize program amongst key stakeholders to ensure awareness and accountability of program
-Determine success criteria, which includes decomposition of service expectations and performance upon launch in order to track impact goals as part of adoption
-Execute and/or orchestrate activities within program to drive client adoption of services and/or capabilities newly launched from Product Management
-Visit clients or host events for feedback sessions (such as ESS), and/or schedule others for client visits as appropriate
-Collect data results and report/trend these results via balanced scorecard approach through specified KPIs determined as part of success criteria prior to service launch
-Lead/facilitate stakeholder meetings to review scorecard results and track actions needed to ensure services are trending in expected patterns
-Ensure all Service Adoption and Effectiveness documentation and reports up to date and communicated to the relevant stakeholders on a timely basis.
-Escalate as appropriate when services trend negatively along with suggested actions to address
-Create/maintain dashboard metrics for executive leadership
-Define supporting documentation and/or drive process improvements.

As a managed security provider, SecureWorks expects its employees to understand and apply commonly known security practices and possess a working knowledge of applicable industry controls such as NIST 800-53. Employees will be expected to acknowledge their security responsibilities in writing prior to gaining access to company systems. Employees will be required to maintain a working knowledge of local security policies and execute general controls as assigned.

Requirements
- Undergraduate degree and 8-10+ years relevant experience or Graduate degree and 6-8 years relevant experience.
-Proven experience working with cross-functional teams and supporting programs to drive awareness
-Experience working and presenting to Executives
- Hands on experience and knowledge of Salesforce, Jira and Service Now
-Proven experience with measuring the success of programs including dashboard development, display and awareness
-Highly motivated individual who thrives in a fast-paced team environment and is readily adaptable to changing market and organizational requirements
-Must be passionate for clients and SecureWorks services, and for publicizing program and the objectives we plan to accomplish
-Must be creative in understanding and finding new ways to measure and gauge our services as well as to drive continued client adoption
-Must have ability to produce results on time and to align tactical plans with strategies
-Project management experience a must
-Must have excellent communication, writing, multitasking, and project management skills
- Must have excellent interpersonal and customer service skills
-Experience with planning and executing events

Location
Atlanta, GA

SecureWorks is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we operate. SecureWorks encourages applicants of all ages.

17000XCL

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