IT Service Management Director

Job Requisition ID: 39287 

• We support flexibility and choice including flexible work arrangements and part-time options. ​​

• Recognition culture to celebrate milestones and discounts at hundreds of retailers ​

• Salary packaging – to suit your personal and financial circumstances

What will your typical day look like?  

Our business is growing and we’re on the look-out for a Director to join the team, with a focus on IT Service Management, including service delivery management, reporting, and managing work loads of cross functional teams; and IT Operations Management, driving innovation, operational excellence, and client satisfaction.

Managing teams that span Cloud, Infrastructure, Platform & Data managed services, this role is pivotal in maintaining high-level customer service, as well as delivery and operational excellence.

We are looking for an experienced and senior IT Managed Services professional - wholeheartedly passionate, aspirational - forward thinking and not afraid of challenging the status-quo. You will play a role in setting the strategic direction and leading the execution of our managed service, service management and cloud strategies of the practice, and be a core member of the leadership team. You will help architect the Managed Service team of the future and establish processes and a culture of technical excellence.

About the team

Deloitte Engineering as a Service is changing the way that businesses leverage cloud-native technologies to solve the wicked technology and process challenges faced by our customers, across a variety of industries. We Operate modern technology solutions that can be transparently run and managed on-premises, in the cloud, in multi-cloud and/or hybrid architectures, with a Cloud-first approach.

Our team manages IT service delivery for clients that have enterprise grade IT infrastructure, cloud managed services delivery requirements – including regulatory compliance requirements – across a mix of public and private sector clients nationally working in concert with broader Deloitte to deliver as a leading Systems Integrator and Managed Services Provider.

Enough about us, let’s talk about you.  

• End-to-end Delivery Management: The position is responsible for handling the complete lifecycle of service delivery, ensuring that client expectations are met and consistently exceeded.
• Operations Leadership: Overseeing daily operations related to managed IT services, guaranteeing high availability, reliability, and performance for client systems.
• Client Partnerships: Establishes robust client relationships, serving as a trusted advisor and ensuring that service commitments align with client goals.
• Strategic Input and Execution: Contributes to organisational strategy while translating it into actionable delivery and operations plans.
• Integration within Deloitte: Works closely with other Deloitte Offerings and Business Units to deliver holistic client service outcomes.

Key Service Management responsibilities include:

• Fostering a high-performance culture focused on accountability, continuous improvement, and client satisfaction.
• Acting as an escalation point for critical client or service issues.
• Ensuring strong executive relationships with client stakeholders to maintain satisfaction and retention.
• Developing strategies to grow client accounts in collaboration with sales and solution teams.
• Championing a customer-first culture across all service delivery functions.
• Owning and leading service governance processes, ensuring proactive communication, issue resolution, and improvement planning.
• Driving continuous service improvement and transformation initiatives to deliver measurable business outcomes for clients.
• Defining and track performance metrics (SLAs, KPIs, CSAT) across all engagements.
• Providing strategic reporting and insights to internal and external stakeholders on service performance and client health.
• Coaching and mentoring a team of Delivery Managers across multiple industries and engagement models.
• Overseeing the financial performance of client engagements, including budgeting, forecasting, and P&L management, ensuring profitability through effective resource utilisation, contract compliance, and cost control.
• Managing contractual obligations and ensure delivery is aligned with terms and expectations.
• Identifying and managing risks across engagements, ensuring mitigation plans are in place and reviewed regularly.
• Leading contract renewals, scope adjustments, and change control processes

Experience

• Minimum of 10-15 years of Senior Service Delivery and IT Operations within a Managed Services or IT Outsourcing environment.
• Demonstrated success managing a portfolio of enterprise clients and leading a team across diverse service offerings.
• Strong commercial acumen with experience managing budgets, contracts, and performance metrics.
• Skilled in stakeholder management, executive communications, and customer relationship development.
• Solid understanding of ITIL frameworks and service management principles.
• Experience driving service transformation and continuous improvement programs.
• Someone with proven experience in working smarter, not harder including experience with modern operations philosophies such as DevOps or SRE.
• Proven ability to lead diverse teams, manage multiple projects simultaneously, and drive performance improvements.
• Demonstrated experience to delivering exceptional customer service, with experience in developing and implementing customer-centric policies.

Why Deloitte?  

At Deloitte, we focus our energy on interesting and impactful work. We’re always learning, innovating and setting the standard; making a positive difference to our clients and our society. We put coaching at the heart of what we do, helping our people grow their careers in any direction – whether it be up, moving into something new, or even moving across the world.  

We embrace diversity, equity and inclusion. We have a diverse collection of people from different backgrounds, with different experiences, gender identities, abilities and thinking styles. What binds us together is a shared commitment to value everyone’s perspective and to cultivate inclusion; so that our work environment is a safe space we can all belong. 

We prioritise flexibility and choice. At Deloitte, you get trust on Day 1. We know our people get their best work done when they’re in control of where and how they work, designing their work week around their client, team and personal commitments.

We help you live and work well. To support your personal and professional life, we offer a range of perks and benefits, including retail discounts, wellbeing leave, paid volunteering days, twelve flexible working options, market-leading parental leave and return to work support package. 

Next Steps

Sound like the sort of role for you? Apply now, we’d love to hear from you!

By applying for this job, you’ll be assessed against the Deloitte Talent Standards. We’ve designed these standards so that you can grow in your career, and we can provide our clients with a consistent and exceptional Deloitte employee experience globally. The preferred candidate will be subject to background screening by Deloitte or by their external third-party provider.