Service Delivery Manager

Job Requisition ID: 36964 

About our Practice:

Our Engineering as a Service (EaaS) Practice consists of a diverse mix of skilled and experienced managed services personnel providing differentiated DevOps and Cloud support services for leading edge technology transformation projects in steady state.

The Deloitte EaaS team is responsible for providing our clients with the highest level of customer support services by using modern service management frameworks and leading operational tooling.

Our business is growing and we’re on the look-out for a Customer Success Lead to join the team. The role includes a focus on Service Delivery including Service Management, reporting, and managing work loads of cross functional teams.

The Service Delivery Manager will be responsible for:

• Co-ordinating cross functional service delivery teams to provide high quality Customer First work to a portfolio of clients within Australia
• Service Management and operational health
• Client Relationship Management: Develop and maintain strong relationships with key customers, acting as their primary point of contact. Understand their needs, business objectives, and challenges to provide tailored support and solutions.
• Driving Governance, Risk, and Compliance activities
• Contractual/commercial oversight of client engagements
• Facilitation of key client meetings to discuss overall engagement successes, operational progress, issues, and risks
• Developing strategic, operational service delivery and ITIL process maturity via continual service improvement
• Client Retention and Growth: Proactively identify opportunities for client growth and retention. Work with clients to develop and execute success plans, ensuring they derive maximum value from our offerings
• Performance Metrics: Track, analyse and report on key performance indicators (KPIs) related to client success, such as customer satisfaction scores (CSAT). Use data insights to inform strategies and actions
• Issue Resolution: Handle escalated client issues and complaints, working cross-functionally with other departments to resolve problems promptly and effectively
• Managing the financial performance of client engagements and associated invoicing
• Mature other areas where required such as, Service Catalogue and Portfolio Management, Contractual Management, Risk Management, Incident and Service Request Management, Availability Management, Reporting, standardisation of assets and collateral.

Skills/ Qualifications
Your relationship management skills are second to none, and you excel at stakeholder management and in particular managing expectations.

• 5-7 years of service management/delivery experience in the managed services/ service operations field
• Exceptional stakeholder management skills
• Strong time management skills
• Very strong written and verbal communication skills
• Prior experience of leading multi-skilled team members
• Demonstrate strong financial acumen and end-to-end ownership of engagement health, ensuring engagements are delivered on time, within budget, and aligned with client expectations
• Experience in reducing effort / cost and a focus on continual service improvement
• Exposure to Service Management and/or Project Management frameworks including Lean, Prince2, ITIL4, IT4IT, Six Sigma, etc.
• Experience in negotiation and influencing clients
• Understanding of Agile ceremonies, scrum methodology and DevOps concepts
• Good problem-solving skills, with a particular focus on working around blockers
• Experience with cloud technologies and terminology is beneficial

Work Entitlement

Due to the nature of the clients this role will be working with, you must be an Australian Citizen and must be willing to undertake the Australian Government Security Vetting process.

Why Deloitte
At Deloitte, we create positively differentiated work experiences that enable our people to feel valued and achieve their full potential. Deloitte Australia opens the door to a career that can cross borders virtually and physically across Asia Pacific to gain experience and access projects beyond Australia’s borders. We value difference, and embrace people with diverse backgrounds, experiences, gender identities, abilities and thinking styles. Knowing that people work best in a variety of ways, we are happy to discuss alternative arrangements if the working pattern you are looking for is not specifically indicated.

We’re committed to continually building a safe and respectful workplace, where all our people feel appreciated and accepted. Through the creation of endorsed employee-led diversity networks which promote cultural, disability, LGBTI+, Aboriginal and Torres Strait Islander people and gender equality, we’re leading the way to shape an environment where everybody can thrive.

We are proud to have been recognised for our efforts in inspiring change and accelerating progress – check out our careers site for recent recognition in this space.

We offer a variety of benefits and very flexible work arrangements, allowing you to work in a way that suits you best.

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.