Operate Hub - Service Delivery Manager in Belfast

Deloitte helps clients transform and thrive in a changing world by drawing on our deep industry and functional insights and a global network of resources. We deliver technology-enabled solutions that combine innovation, industry and business process expertise, and the use of technology with operations.

You will be a trusted advisor to our clients, responsible for the successful delivery of Operate engagements. You will act as the bridge between the client and our operational delivery teams, ensuring seamless service and exceeding client expectations.

• Client Relationship Management: Build and maintain strong, trusted relationships with key client stakeholders, acting as a strategic partner and advisor.
• Service Design: Lead the design and development of new services, ensuring alignment with business needs and client requirements.
• Service Transition: Oversee the smooth and efficient transition of services from design to live operation, minimising disruption and ensuring adherence to agreed service levels.
• Service Delivery Excellence: Oversee the end-to-end delivery of Operate engagements, ensuring adherence to service level agreements (SLAs) and contractual obligations.
• Incident, Problem, and Change Management: Lead service management processes for incidents, proactively identify and address potential problems, and oversee the implementation of changes.
• Service Level Management: Monitor and report on service performance, identify areas for improvement, and drive initiatives to enhance service quality.
• Risk and Issue Management: Proactively identify, assess, and mitigate service risks and issues, escalating and managing them effectively.
• Vendor Management: Managing relationships with third-party vendors and partners.
• Financial Management: Manage the financial performance of service engagements, tracking budgets.
• Continuous Improvement: Champion a culture of continuous improvement, identifying and implementing initiatives to enhance service delivery and client satisfaction.
• Team Leadership: Provide leadership and guidance to operational delivery teams, fostering a collaborative and high-performing environment.

Your skills and experience:

• Proven experience as a Service Delivery Manager or similar role.
• Eligible for UK Security Clearance (SC).
• Excellent client relationship management skills, with the ability to build rapport and trust with senior stakeholders.
• Strong understanding of ITIL framework and best practices for service management.
• Experience managing service level agreements (SLAs) and performance reporting.
• Proven ability to manage risks, issues, and escalations effectively.
• Excellent communication, interpersonal, and presentation skills.
• Strong analytical and problem-solving skills.
• Ability to work independently and as part of a team.

You’ll be based in Belfast, Bristol, Manchester, or Newcastle with hybrid working. At Deloitte we understand the importance of balancing your career alongside your home life. That’s why we’ll support you to work flexibly through our hybrid working policy.

Making an impact is more than just what we do: it’s why we’re here. So we work hard to create an environment where you can experience a purpose you believe in, the freedom to be you, and the capacity to go further than ever before.