Service Delivery Manager

Want to shape the future of online experiences? So do we. Part Business. Part Creative.

Part Technology. One hundred per cent digital. At Deloitte Digital, we connect creativity with technology for business. Bringing empathy, ideas, and experience into digital transformation. Together with all of Deloitte, we create connections across the breadth of our people, organisation, and ecosystems to make an impact that matters to our clients and to society.

We're a new type of creative digital consultancy that fuses strategy, tech and design to identify where businesses need to be, then get them there. Fast. Want to help us shape the future? We're looking for experienced practitioners from a consulting, design, tech or business background who can show our clients what's next, then work with our mixed-discipline team to make it happen.

As part of our T&T practice, your career with Deloitte Digital can take multiple paths. Including: customer and channel strategy, customer experience design, designing new service capabilities and operations, mobile, online and contact centre technology solutions, and related technology and operational change programmes.

We embrace the strengths of diverse talent within our team. You may have a brilliant mind, be a confident communicator or a nerd for all things digital, or you may have an impeccable business instinct, a collaborative outlook and a flair for big ideas.

We encourage consideration of flexible ways of working, both formal and informal arrangements that allow for the best outcomes for our people and our clients. If this opportunity is of interest to you with some flexibilities, please do discuss with us.

Connect to your career at Deloitte Deloitte drives progress. Using our vast range of expertise, we help our clients' become leaders wherever they choose to compete. To do this, we invest in outstanding people. We build teams of future thinkers, with diverse talents and backgrounds, and empower them all to reach for and achieve more.

What brings us all together at Deloitte? It'show we approach the thousands of decisions we make everyday. How we behave, our beliefs and our attitudes. In other words: our values. Whatever we do, whereverwe arein the world, welead the way,serve with integrity, take care of each other ,fosterinclusion, andcollaborate for measurable impact. These five shared values lead every decision we make and action we take, guiding us to deliver impact how and where it mattersmost .

Connect to your opportunity We require an experienced Service Delivery Manager (SDM) as we grow our digital managed service business to manage the relationships with a diverse range of clients in a fast-moving environment. Individuals should have a proven background in supporting and running application managed services.

The SDM plays a vital role in managing and fostering long-term client relationships, acting as the bridge between the client, our on-going technical delivery programme teams, suppliers and the managed service operational delivery teams. The key responsibility of the SDM is governance across all areas of the services including service management, incident, change and release management, continual service improvement, supplier management, relationship management and customer satisfaction, as well as playing a key role in ensuring the highest level of operational service delivery.

As a Service Delivery Manager, you will:

• Be responsible for leading the client communications in relation to all service-related interactions and the performance of the service.
• Be adaptable and comfortable in dealing with ambiguity & change, especially in early stages of engagements.
• Be responsible for ensuring Deloitte and our clients meet all contracted Service obligations.
• Be responsible for the creation & ongoing changes to the client contract.
• Drive Continuous Improvement through reporting, trend analysis and service improvement plans.
• Manage operational risks and issues related to the engagement.
• Financial management of managed service accounts.
• Identify further commercial opportunities within existing account.
• Contribute as an active member of the wider engagement management team.
• Play an active role in initial service design & transition efforts.
• Lead on service governance & reporting for the service.
• Work closely with the technical delivery leads, AMS, Cloud Operations & Security leads and their teams regarding on-going operational activities that are impacting service or the client.
• Play an active part in the Change and Release management meetings.
• Play an active part in the discussions regarding the on-going delivery programme and/or programme release roadmap to ensure you have a full awareness of the potential impacts on the operational service.
• Be a manager of people and be able to lead, guide & develop.

Your personal characteristics

• Ability to become a trusted advisor to our clients
• A passion for technology
• A desire to learn and continually develop
• Ability to communicate effectively in verbal and written forms to address both technical and consultative audiences
• Great attention to detail

Connect to your skills and professional experience To be successful in this role you would need the below.

• Experience in IT Service Management, with significant exposure in a Service Delivery Manager role
• Experience in leading and motivating cross-functional teams, including direct reports and matrixed resources.
• Strong stakeholder management experience and ability to influence up to executive level
• Strong project management skills, with the ability to manage multiple priorities and deadlines.
• Experience of managing customer expectation within a support service environment
• Experience of SLA Management and what it means to the client
• Understanding of agile and DevOps approaches to delivery
• An understanding of the current Data Protection and Privacy legislation
• Be willing to submit to BPSS and Security Clearance (SC) vetting processes
• Experience with IT Service Management (ITSM) tools (e.g., ServiceNow, Jira)
• Experience in outsourcing bids, from pre-sales to successful implementation.
• Experience of contract writing, negotiation, & supplier management.
• Understanding and experience of working with digital platforms and cloud technologies.
• ITIL practitioner (minimum v4) or equivalent.

Connect to your business - Technology and Transformation Distinctive thinking, deep expertise, innovation and collaborative working. That's what connects us. That's what makes us Deloitte. If you want to help solve some of the biggest tech and transformational challenges around, join us. Together, we'll make an impact that matters.

Customer Human connections are integral to business. We combine people, ideas and technology to support our clients to build strong connections. For example, through commerce, customer design and sales services.

Personal independence Regulation and controls are standard practice in our industry and Deloitte is no exception. These controls provide important legal protection for both you and the firm. We are subject to a number of audit regulations, one of which requires that certain colleagues abide by specific personal independence constraints (e.g., in relation to any financial interests and employment relationships). This can mean that you and your "Immediate Family Members" are not permitted to hold certain financial interests (shares, funds, bonds etc.) with audit clients of the firm, and also prohibitions on certain employment relationships (e.g., you are not permitted to hold a secondary employment role with SEC audit clients of the firm whilst being employed by the firm). The recruitment team will provide further detail as you progress through the recruitment process or you can contact the Independence team upon request.

Connect with your colleagues "What attracted me to Deloitte were the endless opportunities and the collective experience of other like-minded individuals. Deloitte's clients include many of the world's largest organisations; I wanted to be part of a team that made a difference that I could be proud of." -Dan, Technology and Transformation

"I get to work on projects that help clients in a sector I feel truly passionate about." -Rhiannon, Technology and Transformation

"Everyone always says, "it's the people," and that's true. Working for a brand you feel proud of feels pretty good too. And you don't have any stress about fitting into a particular stereotype, because there are so many different types of people in Deloitte Digital." -Gillian, Technology and Transformation

Our hybrid working policy You'll be based in Belfast with hybrid working.

At Deloitte we understand the importance of balancing your career alongside your home life. That's why we'll support you to work flexibly through our hybrid working policy. Depending on the requirements of your role, you'll have the opportunity to work in your local office, virtual collaboration spaces, client sites and remotely. You'll get the chance to meet face to face when needed, while you collaborate and learn from colleagues, share your experiences, and build the relationships that will fuel your career and prioritise your wellbeing. Please check with your recruiter for the specific working requirements that may apply for your role.
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