Problem
- A very large IT service provider would like to set up specific Customer Security Managers for important customers who, in the sense of a single point of contact, take care of all IT security-related issues of the respective customer
- The service provider has a very complex organization. Despite various cross-sectional functions, it is siloed technologically and topically in large areas. Processes are aligned with and optimized for internal concerns and tasks
- Customers must adapt to and align themselves with the service provider’s fundamental ways of working and functioning, processes, mechanisms, and prioritizations
- The establishment of the Customer Security Manager function breaks new ground within the service provider
Contribution ResultONE
- Development of a role model for the function of a Customer Security Manager, including the scope of tasks, associated responsibilities, processes and integration of the new function into the service provider’s organization
- Creation and establishment of the role “on the living object” by means of a pilot customer, subsequent handover to internal employees
- Setup and development of the role as a blueprint for the implementation of additional Customer Security Managers for further customers
- Demonstration of long-term potential, development prospects and organizational development opportunities for the function
Result
- The role of the Customer Security Manager is alive and well at the pilot customer
- High acceptance rate of the role, high satisfaction and very good feedback from the customer
- This also improves the image of the IT service provider in terms of customer orientation and customer-focused positioning