The work we do matters CyberCX, part of Accenture, protects and defends our customers and communities by providing the most comprehensive range of cyber security skilled services in the region. About Accenture Accenture is a global professional services company with leading capabilities in digital, cloud and security. Find out more

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at www.accenture.com.

About the role
Reporting to the Back Office Manager, you’ll work closely with technical delivery teams and Service Delivery Managers to keep tickets progressing, service information accurate and reporting delivered on time. Your work will help ensure that operational activities are completed in line with agreed processes and client commitments. This is a role with a strong focus on administration, data quality and coordination. You’ll use ServiceNow and Microsoft Office to monitor service activity, follow up outstanding actions, maintain records and prepare reporting. Most of your interaction will be with internal teams, with some client communication through tickets and email. Service Delivery Managers will continue to lead formal client governance meetings and manage account escalations. You’ll join a geographically dispersed team with support from experienced coordinators and leaders. As your experience grows, there may be opportunities to develop towards service delivery management or service operations. Responsibilities
- Coordinate day to day service activities across an assigned portfolio of smaller managed security services accounts, following established playbooks and procedures.
- Monitor ServiceNow queues to ensure incidents,



requests, changes and problems are assigned appropriately, progressing and maintained with accurate information.
- Identify aged, unassigned or stalled tickets, follow up with the relevant technical teams and escalate outstanding issues through agreed channels.
- Monitor service level agreements and internal operational level agreements, flagging risks to agreed service commitments.
- Track recurring operational obligations and deliverables, following up with delivery teams and recording completion.
- Maintain accurate client registers, obligation registers, access records, runbooks, standard operating procedures and other service documentation.
- Update and validate information held in SharePoint and supporting spreadsheets, maintaining consistent records and data quality.
- Prepare monthly service reports using established templates and largely automated reporting outputs. Validate ticketing data, service metrics and risk information, and check presentation, formatting and completeness.
- Investigate reporting inconsistencies or significant changes in service metrics with the relevant teams, ensuring appropriate explanations are captured for SDM review.
- Prepare governance presentation materials from approved service reports and SDM guidance.
- Coordinate with internal teams and, where required, clients through tickets and email to obtain information, clarify actions and support timely completion.
- Store and archive reports and service artefacts correctly, and identify practical opportunities to improve administrative processes. -

📌 CyberCX - Service Coordinator (Sydney)
🏢 Accenture
📍 Sydney