Service Delivery Manager
Deilotte
Auckland, NZ
1d ago

Your role as a Service Delivery Manager will be to lead the delivery of one or more of our wide range of managed services accounts.

You will also contribute to business development and practice management activities as part of the management team. The Deloitte Operate team provides ongoing managed services to many public and private sector organisations in New Zealand and offshore from supporting traditional Finance systems to managing cloud services to providing on-demand devops capability for modern platforms.

This is a growing part of our business with plenty of opportunity for career development, including potential pathways into other Deloitte services such as system implementation and technology strategy.

As a Service Delivery Manager, you will work closely with other members of the Operate Team in Wellington and Auckland as well as the wider Deloitte practice, especially our Oracle, SAP, AWS, Salesforce, ServiceNow and System Engineering teams.

You will be supported by our service desk team and our ServiceNow ITSM platform.You will also work directly with our clients as their primary point of contact with Deloitte for managed services.

You will establish great working relationships which ensure that their needs and expectations are understood and met. You will drive ongoing improvement to the way we and our clients work together, while maintaining high standards of communication, reporting, financial management and risk management.

You will be well supported by the Deloitte Operate team and the wider New Zealand firm, as well as the expertise, IP and resources of the global Deloitte network.

What the role involves :

  • Relationship Management skills - Building and maintaining relationships with key customers to a management level
  • Commercial exposure- Developing and managing contractual agreements which may include drafting and presenting new statements of work, support agreements or ongoing contractual agreements
  • Financial - Reviewing and approving timesheets and expenses
  • Delivery Methodologies - Working in a mixed model with both ongoing project work and support work. Also working with teams delivering work in various waterfall, agile and devops methodologies
  • ITIL - Understanding of ITIL to a level that allows you to design, communicate and manage robust support processes
  • Technology - Able to understand the support needs of one or more common enterprise technology platforms such as Oracle, SAP, AWS, Salesforce, ServiceNow, Azure etc.
  • Also the ability to adopt new technology

  • Team Leadership -No formal direct reports however leadership required for the staff working on your client engagements
  • Escalation - Acting as an escalation point for clients and Deloitte staff, including for after-hours work
  • What we are looking for :

  • Technical Expertise
  • Minimum of two years previous experience as a Service Delivery Manager or similar role
  • ITIL certification preferable
  • Experience with Oracle, AWS, Salesforce or SAP advantageous
  • Experience using a Service Management tool
  • Experience with services contracts
  • Experience with financial management of projects and / or operational teams
  • Teamwork and Communication

  • Committed team player willing to share, learn and support others
  • Strong listening and communication skills both verbal and written, including in technical, intense and / or complex situations
  • Professional approach suited to working with management in large organisations of all industry sectors
  • Works in an inclusive way with a wide variety of people, including in other countries
  • Adept at remote work (e.g. working from home)
  • Planning and Organisation

  • Committed to continuously improving services
  • Ability to multi-task, prioritise appropriately and support others so that the most important work gets done
  • Organised and conscientious even under pressure
  • Ability to maintain performance and take a leadership role during times of crisis e.g High Priority incident management
  • Ability to escalate appropriately and ask for help when needed
  • Initiative and Problem Solving
  • Proactive and willing to take action
  • Ability to think laterally and creatively to improve current processes and design and deliver innovative solutions
  • About the team : We are a rapidly growing team currently looking for talented people to join our consulting practice. Our people have widely varied backgrounds but are united by a passion for creating a lasting impact for our clients.

    At Deloitte, the success of our business is founded on recruiting the best people who share our values and relish the opportunity to embrace change, making a difference on every engagement.

    We are committed to fostering a diverse and inclusive culture. We are fair in our behaviours and our policies promote equal opportunity for all.

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