Director, Customer Experience and Support, IT Infrastructure Services, Central Business Services

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Job description

Connect to your Industry

Central Business Services was created in December 2020 as Deloitte UK's internal, enterprise-wide shared services organisation. The vision for Central Business Services is to drive customer-centric and efficient delivery of business services to our firm, enabled by end-to-end ownership of key processes and the application of consistent technology.

Central Business Services will be a world class, central function that better supports the needs of our firm, people and clients by focusing on exceptional customer experience, service quality and efficiency. In doing so, it will also allow our other Enabling Functions to focus on providing excellent business advisory support across the firm.
Connect to your career at Deloitte

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's how we approach the thousands of decisions we make every day. How we behave, our beliefs and our attitudes. In other words: our values. Whatever we do, wherever we are in the world, we lead the way, serve with integrity, take care of each other , foster inclusion, and collaborate for measurable impact. These five shared values lead every decision we make and action we take, guiding us to deliver impact how and where it matters most .

Connect to your opportunity

The Customer Experience and Support (CES) Director is responsible for developing and driving strategy, innovation, transformation, and operational delivery excellence across the portfolio of CES services to UK and Swiss member firm practitioners. The broad and complex portfolio of services encompass; 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. The role's managerial and financial scope includes over one hundred UK and USI team resources, multi-million pound opex and capex budgets and key strategic vendor relationship management.

As the majority CES service provider, covering approximately fifty percent of the users within the North South Europe (NSE) organisation, maintaining effective working relationships with NSE Enterprise Architecture, NSE Service Management and Global Procurement functions is critical to the operational success of the CES function.

The role offers the opportunity to shape and evolve the future of Customer Experience Support Service strategy and operational delivery both in the UK and Swiss member firms and wider NSE IT organisation.
Key Responsibilities in this role are:
Operational Efficiency

• Develop and evolve an operating model which proactively engages key integrated disciplines across CBS and NSE including Enterprise Architecture, Business Relationship Management, End User Services, Service Management, and Global Procurement, to deliver a predictable, consistent and joined up superior customer support experience.
• Deliver and extend the portfolio of catalogue services to published service levels or higher, aiming to continuously improve the customer experience and satisfaction levels.
• Develop a Service Performance Management capability that optimizes the use of CES team resources against the changing demands placed upon them.
• Develop and evolve process compliance controls to ensure data quality in key CES Data sources such as CSDM, CMDB and SNOW which underpin the delivery of compliant service excellence.
• Design and implement process efficiency through emerging technologies including, but not limited to, automation, digitization and AI.
• Implement a comprehensive performance management reporting framework that enables all CES Managers and key stakeholders to have self-service, 'line of sight' visibility to key operational SLAs and KPIs.
• Implement process compliance controls to ensure that hardware and software management services are delivered compliantly to Deloitte standards and policies, client specific engagement requirements, commercial use and legislative obligations.

Leadership and Management

• Leadership and management of the CES management team, instilling a culture of teamwork, resilience and high performance, where all employees are maximising their potential.
• Ensure CES are aligned with the business's vision, objectives and priorities and proactively support the implementation of the IT strategy in terms of "grow", "transform" and "support" objectives.
• Build diversity and capability through development opportunities.
• Drive innovation and best practice approaches to hardware, software and onsite / 2LS service management, leveraging Global and NSE member firm practices where appropriate.
• Effectively manage, shape and develop strategic vendor relationships with key CES service suppliers, delivering cost improvements and service efficiencies.
• Financial budget management and reconciliation for all UK and CH CES services and assets.

Continuous Service Improvement and Evolution

• Develop a culture of continuous improvement and learning to enhance the quality, consistency and predictability of user experience when delivering direct CES portfolio services.
• Review and improve processes regularly; identify inefficiencies and implement improvements ensuring that the roles of subject matter experts are fully defined and developed.
• Develop a process for the regular comparison of internal and external benchmarking to validate operation effectiveness and efficiency.

Personal Impact:

• Be a role model in terms of style, teamwork and pace.
• Bring expert leadership in the management of the CES teams both under direct and matrixed management.
• Demonstrate the Firms' values - showing up as an authentic leader.
• Liaise and work with other functional/departmental directors so as to understand all necessary aspects and needs of cross function operational development and to ensure they are fully informed of the CES operational objective, purposes and achievements.
• Design and embed an appropriate compliance framework and culture, supported by relevant and efficient structures/committees, processes compliance function, guidance and communication strategies, to enhance the CES function's ability to protects the firm's assets and reputation and meet its regulatory and legal obligations.

Risk Management Responsibilities & Accountabilities:

• 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).

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.

Connect to your business - Enabling Functions

Collaboration is central to everything we do at Deloitte. From IT to HR, marketing and more, our teams help to support the wider business in everything they do. Bringing your individual skills and specialist knowledge, you can make a far-reaching impact. Come join us.

Central business services

We deliver world-class business support services for our people, our clients and our firm. From HR services, technology and digital support and pensions to facilities management, and more - together we are a true enabler for better business.
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. 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. The recruitment team will provide further detail as you progress through the recruitment process.
Connect with your colleagues

"The support that Deloitte offers is great, and the work is always interesting and motivating."

-Jim, Enabling Functions

"Deloitte's a large, complex and fast-paced organisation but it's open to new ideas. Everyone is encouraged to show initiative and challenge the norm."

-Lisa, Enabling Functions
Our hybrid working policy

This figurehead operational role is based at our flagship offices in London New Street Square. The role requires regular weekly attendance onsite to maintain and drive CES service delivery excellence and maintain key stakeholder relationships.

At Deloitte we understand the importance of balancing your career alongside your home life. That's why when you are not onsite 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.
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