Share this Job

Service Delivery Manager

Date:  13-May-2022

Melbourne, VIC, AU

Department:  Consulting

Job Requisition ID: 26808 

About our 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.


About the role

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.


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


As well as this, 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 your experience

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 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.


Next Steps

Sound like the sort of role for you? Apply now.

If you have any questions or wish to have a private conversation about this role, contact Dorothy from the Deloitte Digital Talent team. We’d love to hear from you!




By applying to this job, you will be assessed against the Deloitte Global Talent Standards. We’ve designed these standards to provide our clients with a consistent and exceptional Deloitte employee experience globally.


At Deloitte, we know we’re at our best when we look out for one another; prioritise respect, fairness, development and wellbeing; foster an inclusive culture and embrace diversity in all forms. All qualified applicants will receive consideration for employment regardless of their background, experience, identity, ability or thinking style, and if you need assistance or an accommodation during the application process for accessibility reasons this is available upon request. 


The preferred candidate will be subject to background screening by Deloitte or by their external third-party provider.