Service Delivery Manager

Job Requisition ID: 38237 

• Mentoring programs – receive support and coaching to progress your career
• Flexible work arrangements – work in a way that suits you best
• DevOps culture – be part of an agile team utilising leading digital technologies

The Deloitte Digital managed services team is responsible for the operation and enhancement of customer and marketing technology solutions that our clients use to power their growth. Our business is growing and we’re on the look-out for an experienced Service Delivery Lead to join the team. The role includes a focus on ITIL-based operations, as well as project management of application software development.

What will your typical day look like?

You will be the key contact responsible for providing managed services to a number of our top tier clients. You will manage client relationships and act as point of contact for clients for all technical issues, requests and application development. In addition, you will be responsible for:

• Leading engineers, testers and business analysts to ensure that services are provided to our clients to agreed standards of quality and service levels
• Set priorities with the team and report on the progress to clients
• Project management of software releases including estimation, design, development, testing and deployment
• Monthly reporting and invoicing
• Definition and iteration of managed service processes including incident and problem management, enhancements and change/release process
• Facilitation of regular client meetings to discuss support issues and processes 
• Involvement in the determination of support contract development and renewals
• Ensure support governance framework is adhered to (including knowledge base documentation)
• Continuous improvement both within the team and also in the client space
• Internal and external stakeholder management
• Resource management and budget tracking
• Identifying and leading business development opportunities.

About the team

A Digital, Customer & Marketing consultancy with the backing of a top-tier firm. Deloitte Digital is where business, creativity and technology intersect to craft beautifully seamless experiences that deliver business outcomes. With a wonderful mix of designers, strategists, technologists and makers, we are a powerhouse committed to transforming experiences and making an impact that enriches people’s lives.

Enough about us, let’s talk about you.

You are innovative, quick-thinking, and know how to take your client’s service to the next level. Your relationship management skills are second to none, and you have a knack for making complex technical issues clear for clients, developers and business analysts alike. In addition, you will ideally have:

• Demonstrated experience in managing application support of enterprise digital solutions for large corporate or government clients
• An understanding of ITIL and how it is adapted in a professional service environment
• Demonstrated effective communication with and management of key client stakeholders
• An ability to work as part of a team and balance competing priorities across multiple projects/accounts
• An understanding of the SDLC and providing support to development teams.
• Experience in environments with strong formal change control restraints 
• Ability to manage resources and financials to fit ongoing monthly budgets
• Exposure to DevOps, Continuous Delivery and agility practices
• Good understanding of digital solutions (for example .NET/Sitecore and Salesforce)
• Strong awareness of industry trends and understand how technology can be leveraged to deliver the solutions our client’s need
• A strong level of resilience and good problem-solving techniques, when dealing with challenging client operational issues

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.