Consultant to Manager, Service Delivery Manager, Cloud Engineering, Consulting, UK

Job Description

Your opportunityAre you curious Would you like to work for a firm that understands life is busy, that sometimes you need to go to the dentist or pick the kids up from sports! At Deloitte, we are proud to say we are moving forward with more understandingand flexibility than ever. We have moved into a Hybrid way of working, meaning you can work in a way that suits your needs, either in one of our central community hubs or from your home.Are you looking to return to the workplace after an extended career breakFor this role we can offer coaching and support designed for returners to refresh your knowledge and skills and help your transition back into the workplace after a career break of 2 years or more. If this is relevant for you, just let your recruiter knowwhen you make your application.Your roleWe require an experienced Service Delivery Manager (SDM) as we grow our Cloud Managed Service business to manage the relationships with a diverse range of clients in a fast-moving environment.The SDM plays a vital role in managing and fostering long-term client relationships, acting as the bridge between the client, our on-going technical delivery programme teams, suppliers and the managed service operational delivery teams. The key responsibilityof the SDM is governance across all areas of the services including service management, incident, change and release management, continual service improvement, supplier management, relationship management and customer satisfaction, as well as playing a keyrole in ensuring the highest level of operational service delivery.As a Service Delivery Manager, you will:

• Be responsible for leading the client communications in relation to all service-related interactions and the performance of the service.
• Be adaptable and comfortable in dealing with ambiguity & change, especially in early stages of engagements.
• Be responsible for ensuring Deloitte and our clients meet all contracted Service obligations.
• Be responsible for the creation & ongoing changes to the client contract.
• Drive Continuous Improvement through reporting, trend analysis and service improvement plans.
• Manage operational risks and issues related to the engagement.
• Financial management of managed service accounts.
• Identify further commercial opportunities within existing account.
• Contribute as an active member of the wider engagement management team.
• Play an active role in initial service transition efforts.
• Work closely with the Technical delivery leads across different teams regarding on-going operational activities that are impacting service or the client.
• Play an active part in the Change and Release management meetings.
• Play an active part in the discussions regarding the on-going delivery programme and/or programme release roadmap to ensure you have a full awareness of the potential impacts on the operational service.
• Be a manager of people and be able to lead, guide & develop.

Your personal characteristics

• Ability to become a trusted advisor to our clients
• A strong bias for action
• A passion for technology
• A desire to learn and continually develop
• Ability to communicate effectively in verbal and written forms to address both technical and consultative audiences
• Great attention to detail

Your work, your choiceAt Deloitte we believe the best impact is the value we add, not the hours we sit at our desk. We carefully consider agile ways of working, both formal and informal, that allow for the best impact for our people and our clients. Please speak to your recruiterabout the working pattern that works best for you.Location: As mentioned before Deloitte has moved into a Hybrid way of working so if you want to work in one of our large UK city centre hubs or from home, or both, you decide.Work pattern: This is a Permanent contract opportunity. The role can be worked on a full-time basis.Your professional experienceOverall, youre an ideas person and problem solver as well as a hands-on doer - thats important. You know it takes a mix of people to do amazing work, so you love collaborating with and learning from people with different skills, backgrounds and perspectives.If you have an interesting or unusual mix of skills yourself, even better.Requirements

• Multiple years experience operating in a client relationship management role focussing on service delivery
• Strong stakeholder management experience and ability to influence up to executive level
• Proven experience of managing customer expectation within a support service environment
• Experience of Service Level Agreement (SLA) Management and what it means to the client
• Understanding of Agile and DevOps approaches to delivery
• An understanding of the current Data Protection and Privacy legislation

Desirable

• Proven experience in team leadership and mentoring others
• Proven experience in outsourcing bids, from pre-sales to successful implementation
• Proven experience of contract writing, negotiation, & supplier management
• Understanding and experience of working with web and cloud technologies
• ITIL practitioner

Your service line: ConsultingOur people and the way we work are the two things that set us apart in the consulting universe. For us, collaboration is fundamental to success, along with an unrivalled depth and breadth of expertise. We work closely with our clients and each other, atevery stage of every project, solving our clients trickiest problems with a mix of knowledge, creativity and intellectual rigor. A hugely diverse range of clients rely on us to deliver the kind of change that adds genuine, lasting value to their business.For a full job description please visit our online Deloitte Careers portal.