Manager, Unified Communications - Real Time Communications, Central Business Services

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Job description

Connect to your Industry

Deloitte strives to provide the best Real Time Communications experience for our practitioners, in a fast and ever-changing environment.

The Unified Communications Manager is a key member of the IT Infrastructure team, responsible for the management and delivery of operational services to the business, ensuring the Unified Communications function is delivered in accordance with Service Level Agreements whilst maintaining high levels of system availability, quality of service and customer satisfaction.

You will be responsible for driving the team to get the absolute best out of our Real time Communications products that makes up the business's primary and critical communications tools - with the priority being that our end users' experience, whilst using our UC applications, is as reliable and high quality as possible, always.

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

As the Unified Communications Manager, you will be accountable for the day-to-day management of the UC team, specialising in supporting, maintaining and continually improving the UC services across the organization.

Your role will be focusing on our end user facing, real time communications platforms and telephony services, including Microsoft Teams, Microsoft Teams Room Devices and Phones, Contact Centre integrations, Enterprise Voice Telephony and Zoom Meeting and Webinars

We encourage consideration of flexible ways of working, both formal and informal arrangements that allow for the best outcomes for our people and our clients. If this opportunity is of interest to you with some flexibility, please do discuss with us.

Connect to your skills and professional experience

The role of UC Manager demands the ability to balance operational stability against the responsiveness to business requirements and requires a strong technical background in the Unified Comms area, coupled with a holistic ITIL Service based mentality and experience managing multiple Service Providers and team members.

You should be motivated to push the team to continually improve the service and be a logical thinker, able to understand complex issues and translate these into easy-to-understand, senior stakeholder reports.

Essentials

• Proven Experience managing UC Real time platforms including Enterprise Voice integrations into Microsoft Teams, Zoom, Contact Centre's and associated products
• Ability to Lead, manage and motivate staff within the Unified Communication team to continually deliver and improve RTC services and meet performance standards
• Confidence to take ownership of escalated incidents and problems, handling until an acceptable resolution is achieved and escalating when necessary
• Solid understanding of ITIL service management and frameworks
• Responsibility for recruitment & retention of team members, including performance management and development
• Experience managing contracts and relationships with 3rd party suppliers and vendors
• Proficient in the creation of quality and usage reports, benchmarking the RTC platforms against service levels agreements and identifying areas for improvements
• Familiarity managing a team in planning and executing complex change, collaborating closely with peers and key stakeholders to ensure this is well communicated and delivered safely
• Keen interest in the UC roadmap, being able to translate backend feature changes to real life benefits that can help the business

Desirables

• Experience in managing resource across a geographically distributed team and familiarity working in a International organisation, considering different cultures and ways of working
• Solid understanding of Network architecture, Firewalls, Proxy servers, VPN and how these interact with UC Platforms
• Experience of Zoom Architecture and operational understanding
• Knowledge of Microsoft Teams Room and Phone Devices
• Know how of Entra ID, On prem AD and integrations into the UC Systems.
• Experience managing PSTN telephony solutions, using on prem SBC's and Enterprise Voice integrations into MS Teams and other platforms.
• Understanding of capacity management and aware of the end to end Joiner-Mover-Leaver process in a large organization - with a key focus on optimisation through automation

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 (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

"Collaboration is central to everything we do at Deloitte. Bringing your individual skills and experience, and sharing your specialist knowledge, is how you'll make a far-reaching impact."

-Jhon, Enabling Functions

Our hybrid working policy

You'll be based in one of our regional 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.

Connect to your return to work opportunity

Are you looking to return to the workplace after an extended career break?

For this role we can offer coaching and support designed for returners to refresh your knowledge and skills, and help your transition back into the workplace after a career break of two years or more. If this is relevant for you, just let your recruiter know when you make your application.

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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