REQ #

18596
Job description

CONNECT TO YOUR OPPORTUNITY

We are seeking a dedicated and experienced Service Manager to join our Deloitte Technology team. The successful candidate will be responsible for ensuring the Global Shared Services we provide to our member firms meet their needs and deliver the agreed levels of quality and service excellence. The Service Manager will play a critical role in maintaining strong relationships with stakeholders, managing service delivery, and driving continuous improvement.

Key Responsibilities:

• Service Management:
• Monitor service performance and ensure compliance with agreed service levels, KPIs, and quality standards.
• Identify and mitigate potential risks and issues related to service delivery.
• Stakeholder Engagement:
• Build and maintain strong relationships with member firms and key stakeholders.
• Act as the primary point of contact for service-related inquiries and escalations.
• Conduct regular service reviews and facilitate feedback sessions to understand client needs and expectations.
• Continuous Improvement:
• Coordinate initiatives to improve service delivery processes, enhance efficiency, and drive innovation.
• Identify opportunities for cost optimization and resource utilization.
• Implement best practices and industry standards to elevate service quality.
• Reporting and Documentation:
• Prepare and present regular service performance reports to stakeholders.
• Maintain accurate documentation of service processes, policies, and procedures.

CONNECT TO YOUR SKILLS AND PROFESSIONAL EXPERIENCE

Required:

• Bachelor’s degree in Information Technology, Business Administration (or a related field), or equivalent; advanced degree preferred.
• Relevant proven experience in service management, preferably within a global or professional services environment.
• Strong understanding of ITIL or other service management frameworks.
• Excellent communication and interpersonal skills, with the ability to engage effectively with diverse stakeholders.
• Demonstrated ability to lead and motivate teams in a fast-paced environment.
• Strategic thinking and problem-solving skills, with a focus on continuous improvement.

Preferred Skills:

• Related proven experience in service management, preferably within a global or professional services environment.
• Experience with cloud-based services and digital transformation initiatives.
• Knowledge of project management methodologies.
• Familiarity with data analytics and reporting tools.

• Service Management:
• Monitor service performance and ensure compliance with agreed service levels, KPIs, and quality standards.
• Identify and mitigate potential risks and issues related to service delivery.
• Stakeholder Engagement:
• Build and maintain strong relationships with member firms and key stakeholders.
• Act as the primary point of contact for service-related inquiries and escalations.
• Conduct regular service reviews and facilitate feedback sessions to understand client needs and expectations.
• Continuous Improvement:
• Coordinate initiatives to improve service delivery processes, enhance efficiency, and drive innovation.
• Identify opportunities for cost optimization and resource utilization.
• Implement best practices and industry standards to elevate service quality.
• Reporting and Documentation:
• Prepare and present regular service performance reports to stakeholders.
• Maintain accurate documentation of service processes, policies, and procedures