Director, Customer Experience and Support, IT Infrastructure Services, Cent

at  Deloitte

REQ #

16939
Job description

CONNECT TO YOUR SKILLS AND PROFESSIONAL EXPERIENCE

You’re a natural at taking initiative and engaging with stakeholders. Someone who brings out the best in others and is a brilliant listener. You’ll grow our business without compromising standards, integrity or culture. We’re all about letting our leaders lead, so we’ll give you the breathing space you need to do so.
Essential skills and experience

Essential:

• Demonstrable depth and breadth of experience and success directing an integrated support function with multi-discipline teams responsible for, end user technology, onsite / techbar services, remote and indirect channel support, mobility services, full lifecycle hardware and software asset management and second line support services.
• Proven track record of strategic management and delivery in a global partnership including staff management, client management, performance management and service improvement with global teams (100+) with a mix or directly managed and matrixed managed staff.
• Recognised industry qualification or demonstrated experience levels commensurate with the seniority of the role.
• Commercial and business acumen previously accountable for managing multi-million pound budgets, contracts and critical business services.
• Proven experience in negotiating and managing strategic tier one vendors in the sectors related to the CES service provisions.
• Can work within an ambiguous fast-moving environment while also driving toward clarity and solutions; provides others with stability in times of uncertainty and change.
• A natural inspirational leader, creating diverse teams, visibly investing in motivation, development and retention of people.
• Proven track record managing senior and diverse stakeholder group(s) and be a credible representative of the CBS Executive IT Infrastructure Leadership team, up to C-suite/Senior Partner level.
• Proven track record of empowering teams to make decisions, operate independently, innovate and perform at the highest levels of attainment against industry benchmarks.

Desirable

• Evidence of continuing professional development.
• Previous experience working in a leading consultancy firm.
• Able to demonstrate a track record of investing time in developing and maintaining strong relationships across a global firm and networks with appropriate external companies.

• Although the post holder does not have specific responsibilities for the risk management function, as a Director the post holder is collectively responsible for the overall identification and control of risk across the CES function.
• Responsible for identifying and actively managing CES service-related risks, ensuring interaction with corporate risk governance and management frameworks.
• Work closely with Deloitte Business Security functions to manage the firm’s approach to security issues in relation to CES service provision and accountability.
• Work closely with the Data Protection Officer to ensure the compliant processing storage and retention of data classification types including GDPR.
• Lead and manage any service-related software or hardware license escalations co-ordinating the engagement of key teams such as OGC, Global procurement or Contenious Matters Team (CMT)