Service Delivery Manager - Cloud

Deloitte Consulting - Service Delivery Manager - 6 to 8 month contract

Deloitte is a leading global provider of audit and assurance, consulting, financial advisory, risk advisory, tax and related services. Our global network of member firms and related entities in more than 150 countries and territories (collectively, the "Deloitte organization") serves four out of five Fortune Global 500® companies.

About the Consulting Team

Deloitte Consulting has always been about helping our clients and our people move forward. It's important that we do the same for our business: celebrating how far we've come, and always preparing to take our next, big steps towards a global future. We're moving and evolving on our journey to be an undisputed leader in consulting, globally and in all major markets. Together, we will achieve our aspirations through relentless focus on our Shared Strategic Agenda. The Global Consulting Platform is working globally across our practices and borders - giving our business, clients and people the global experience that's essential in today's world.

Job Description

What impact will you make?

Every day, your work will make an impact that matters, while you thrive in a dynamic culture of inclusion, collaboration and high performance. As the undisputed leader in professional services, Deloitte is where you'll find unrivaled opportunities to succeed and realize your full potential.

Main Purpose of Job

The main objective of this position is to provide control and decision making as well as taking responsibility for the Service delivery at clients and ensuring that IT policies and procedures are adhered to and maintained accordingly.

The incumbent will be responsible for establishing relationships and understanding of the clients business and needs to identify, qualify and unlock net new revenue opportunities.

Further to this the incumbent would be required to fully understand the contractual requirements and commitments

Key Performance areas

Strategic Impact

• Monitor and control the sourcing, travel and on-boarding of resources onto managed services contracts;
• Create, manage and staff resources on managed services contracts;
• Monitor and control time capture and time approval of consultants on contracts;

Client Impact: External / Internal

• Manages day-to-day activities of teams on managed services client engagements
• Proactively identifies client service and technical issues and implements resolutions to address these
• Develops productive working relationships with client teams

Operational Effectiveness

• Leads delivery of team based on the SLA and identifies and addresses any areas of concern in outputs
• Manages engagement/contract risk to ensure that the firm's risk policies as well as risk to client confidentiality is aligned at all times
• Consistently reviews and analyses standard and quality of team deliverables and implements changes as necessary

Development/Growth of Team

• Shares expertise and knowledge with team members and counselees on an ongoing basis
• Develops good working relationships with key talent in team
• Monitors resource requirements for engagement and communicates to Senior Manager the need for increase / decrease in team headcount
• Maintains own development and knowledge in specialised area

Specialized Competencies

• Monitoring Delivery
• People management and mentorship
• KPI measurement monitoring and reporting
• Resource managing and scheduling (Analytical/Decision Making capabilities)
• Customer orientation and responsiveness

Customer Perspective

• Responsible for the achievement of contracted SLAs per service
• Facilitate the contract and service management reporting and submit to clients according to the negotiated schedule
• Present the contract and service management reporting monthly in the respective client forums
• Regular client interaction regarding service management and SLAs to ensure effective engagement with the client in accordance with the account engagement model
• Manage business as usual deployments and business requirements/issues to ensure operational targets are achieved
• Ensure that IT technical, applications and operations management activities are satisfactorily performed within agreed time lines and with due regard to accepted ways of work
• Establish and maintain good business relationships with key stakeholders
• Engage with customers and resolve issues satisfactorily to ensure the retention of clients through contract renewal
• Escalation Management
• Analyse the operational environment to identify trends and patterns that require problem investigation by using incident data
• Monitor environment and recommend/action improvements
• Develop well formulated service improvement plans (SIPs) together with Contracts Manager, guiding what should be done to address client improvement requirements
• Ensure that improvement initiatives identified in service reviews are acted upon and progress reports are provided as required
• Provide leadership and control for approved service