Deloitte Jobs 2023 – Service Delivery Manager

About the job

Your opportunity

This is your opportunity to join Deloitte Ventures, an exciting and entrepreneurial part of the firm – the home of our product and engineering teams, as well as our venture incubators and studios. We bring together creative problem solvers, doers, and makers from all levels of society, united by a drive to help make change happen – in our own business, and for our clients. Together, we see a better future. And then create it.

One way we do this is by listening to the shared challenges our clients are facing, transforming early-stage concepts into scalable technology solutions that deliver faster and better results for businesses around the world.

Your role

As a Service Delivery Manager at Deloitte you will understand the client solutions and needs, and act as a trusted advisor for the client through the effective and efficient delivery of the service, handling service engagements with confidence.

• You will be an advocate of continual service improvement both within the team and also in the client space
• Lead multiple teams to deliver complex service engagements for clients
• Maintain operational oversight on service delivery activities
• Responsible for overall adherence and reporting of contracted Service Level Agreements (SLAs) with the client
• Implement and enhance ITIL aligned service management processes and governance to improve the service delivery quality
• Identify and recommend operational improvements to the client, drawing on deep experience and industry specific knowledge of Service
• Assist with the design and transition of engagement
• Responsible for establishing client relationships and an understanding of the client’s needs
• Work with internal teams to ensure best practise ITIL aligned processes are documented, understood and adhered to
• Develop positive working relationships with Deloitte and client teams
• Involvement in the determination of support contract development and renewals

Your work, your choice

How long does change take? How long is a piece of string? How many seconds does a solution hold? How can we tell? After all, impact can be huge or small, immediate or years in the making. At Deloitte we believe the best impact is the value we add, not the hours we sit at our desk.

We, therefore, carefully consider agile ways of working, both formal and informal, that allow for the best impact for our people and our clients. If the working pattern you are looking for is not specifically shown below, we are happy to discuss alternative arrangements.

Location: This role is based in our Belfast Technology Studio. Currently remote with team check in days in the office expected.

Work pattern: This is a permanent contract opportunity. The role can be worked on a full-time basis.

Your professional experience

• Proven experience in a complex Operational/Service Management environment
• Proven experience of ITIL and its application in Service engagements
• Strong Application/Platform/IT Managed Operations Team experience
• Exposure to Infrastructure and Cloud managed services
• Exposure to service transition
• Exposure to Project Management practices
• Exposure to project, ITSM and MS Office tools
• Proven management experience including planning and governance
• Proven experience of successful Risks and Issues management
• Strong general commercial awareness
• Ability to manage suppliers and/or third parties

Soft skills:

• Able to represent Deloitte with authority and credibility
• A leader
• A collaborator
• A listener
• Sees the solution not just the problems
• Ability to see the situation from the client’s perspective
• Attention to detail and multitasking skills
• Able to make decisions, make commitments and take action
• Applies knowledge of products/services, customer needs, and technology, to capitalise on opportunities
• Ability to balance priorities
• Excellent communication and stakeholder management skills

Your service line: Consulting

Our people and the way we work are the two things that set us apart in the consulting universe. For us, collaboration is fundamental to success, along with an unrivalled depth and breadth of expertise. We work closely with our clients and each other, at every stage of every project, solving our clients’ trickiest problems with a mix of knowledge, creativity, and intellectual rigor. A hugely diverse range of clients rely on us to deliver the kind of change that adds genuine, lasting value to their business.

About Deloitte

Our Purpose & Strategy

To make an impact that matters for our clients, our people and society – defines who we are and what we stand for. Our purpose provides the foundation for our strategy and our aspiration to be the undisputed leader in professional services: this is not about size, it’s about being the first choice. The first choice for the largest and most influential clients, and the first choice for the best talent.

What do we do?

Deloitte offers global integrated professional services that include Audit & Assurance, Consulting, Financial Advisory, Risk Advisory and Tax Consulting. Our approach combines intellectual leadership, industrial expertise, insight, consulting & problem-solving capabilities whatever the role, technology revolutions and innovation from multiple disciplines to help our clients excel anywhere in the world.

Beyond the UK: Deloitte North and South Europe

The UK is part of Deloitte North and South Europe (NSE), the second largest member firm in the Deloitte network. Deloitte NSE combines operations in Belgium, Central Mediterranean (Italy, Greece, Malta), Ireland, the Middle East (Bahrain, Cyprus, Egypt, Iraq, Jordan, Kuwait, Lebanon, Libya, Oman, Palestinian Ruled Territories, Qatar, Saudi Arabia, United Arab Emirates, Yemen), the Netherlands, the Nordics (Denmark, Finland, Iceland, Norway and Sweden), Switzerland and the UK. Deloitte NSE brings together 2,700 partners and over 50,000 people, combining our unmatched breadth and depth of capabilities in audit and assurance, consulting, financial advisory, risk advisory, and tax and legal across the region. Being part of Deloitte NSE supports our aspiration to be the undisputed leader in professional services and will create more opportunity and growth for our people.

What do we value?

What brings us all together at Deloitte? It’s how we approach the thousands of decisions we make every day. How we behave, our beliefs and our attitudes. In other words: our values. Whatever we do, wherever we are in the world, we lead the way, serve with integrity, take care of each other, foster inclusion, and collaborate for maximum impact. These five shared values lead every decision we make and action we take, guiding us to deliver impact how and where it matters most.

Being a Leader at Deloitte

Cultural fit and purpose-led leadership is crucial for Deloitte. Our leaders always set the example and inspire their colleagues. They make quality time for people and take an interest in them. They know what matters to people – both inside and outside work – and value them as individuals; always finding opportunities to develop them while showing respect and appreciation.

We expect colleagues at all levels to embrace and live our purpose and our leadership culture by challenging themselves to identify issues that are most important for our clients, our people, and for society and make an impact that matters. We know leadership comes in all shapes and sizes, but our Leadership Charter helps all of our people understand what we’re looking for:

• We live our purpose: we act as a role model, embracing and living our purpose and values, and recognising others for the impact they make
• We develop talent: we develop high-performing people and teams through challenging and meaningful opportunities
• We drive performance: we deliver exceptional client service; maximise results and drive high performance from people while fostering collaboration across businesses and borders
• We believe positive influence can make an impact that matters: we influence clients, teams, and individuals positively, leading by example and establishing confident relationships with increasingly senior people
• We move, together, towards a strategic direction: we understand key objectives for clients and Deloitte, aligning people to objectives and setting priorities and direction.