Service Delivery Manager - Operate hub

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.

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Deloitte drives progress. Using our vast range of expertise, we help our clients\’ become leaders wherever they choose to compete. To do this, we invest in outstanding people. We build teams of future thinkers, with diverse talents and backgrounds, and empower them all to reach for and achieve more.

What brings us all together at Deloitte?It’show we approach the thousands of decisions we make everyday. How we behave, our beliefs and our attitudes. In other words: our values. Whatever we do, whereverwe arein the world, welead the way,serve with integrity, take care of each other ,fosterinclusion, andcollaborate for measurable impact. These five shared values lead every decision wemake and action we take, guiding us to deliver impact how and where it mattersmost .

Connect to your opportunity

As a Service Delivery Manager (SDM), 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.

Connect to your skills and professional experience

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.
• 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.

We know it’s not just about the numbers. Often, we let the technology take care of those. It’s about the creative and collective thinking or our people. That’s where the true insight is found. We’re redefining the future of audit. Come join us.

Connect to your business – Technology and Transformation

Distinctive thinking, deep expertise, innovation and collaborative working. That’s what connects us. That’s what makes us Deloitte. If you want to help solve some of the biggest tech and transformational challenges around, join us. Together, we’ll make an impact that matters.

Personal independence

Regulation and controls are standard practice in our industry and Deloitte is no exception. These controls provide important legal protection for both you and the firm. We are subject to a number of audit regulations, one of which requires that certain colleagues abide by specific personal independence constraints (e.g., in relation to any financial interests and employment relationships). This can mean that you and your \”Immediate Family Members\” are not permitted to hold certain financial interests (shares, funds, bonds etc.) with audit clients of the firm, and also prohibitions on certain employment relationships (e.g., you are not permitted to hold a secondary employment role with SEC audit clients of the firm whilst being employed by the firm). The recruitment team will provide further detail as you progress through the recruitment process or you can contact the Independence team upon request.

Connect with your colleagues

“I thoroughly enjoy the opportunities and the people I engage with: they enrich my day immensely. Every week throws up new challenges, new risks to assess, new plans to develop.”

Our hybrid working policy

You’ll be based in one of our UK offices 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. Depending on the requirements of your role, you’ll have the opportunity to work in your local office, virtual collaboration spaces, client sites and remotely. You’ll get the chance to meet face to face when needed, while you collaborate and learn from colleagues, share your experiences, and build the relationships that will fuel your career and prioritise your wellbeing. Please check with your recruiter for the specific working requirements that may apply for your role.

Our commitment to you

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.

We want you. The true you. Your own strengths, perspective and personality. So we’re nurturing a culture where everyone belongs, feels supported and heard, and is empowered to make a valuable, personal contribution. You can be sure we’ll take your wellbeing seriously, too. Because it’s only when you’re comfortable and at your best that you can make the kind of impact you, and we, live for.

Your expertise is our capability, so we’ll make sure it never stops growing. Whether it’s from the complex work you do, or the people you collaborate with, you’ll learn every day. Through world-class development, you’ll gain invaluable technical and personal skills. Whatever your level, you’ll learn how to lead.

Connect to your next step

A career at Deloitte is an opportunity to develop in any direction you choose. Join us and you’ll experience a purpose you can believe in and an impact you can see. You’ll be free to bring your true self to work every day. And you’ll never stop growing, whatever your level.

Discover more reasons to connect with us, our people and purpose-driven culture at deloitte.co.uk/careers

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