Associate Director - ERP Service Architect

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Job description

Connect to your Industry

Deloitte is the undisputed leader in SAP-driven business transformation, we are seeking exceptional individuals to join our team to lead and innovate in architecting Run & Change for our enterprise scale SAP S/4HANA enabled Transformation Programmes. Our longstanding collaboration with SAP positions us as the leading global SAP Platinum partner. Join our diverse, dynamic team tackling the most high-profile, complex programmes, delivering the most meaningful impact for our customers. As trusted partners to our customers, we empower businesses to thrive in the digital age. Collaborate with esteemed colleagues worldwide in an environment where your career can truly thrive.

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

• Conduct comprehensive service discovery assessments across existing ERP support environments (SAP, Oracle), identifying strengths, gaps, risks, and opportunities.
• Design end-to-end support service architectures, aligned with ITIL v4 principles and focused on customer outcomes and operational excellence.
• Define and implement support models, including Service Desk, Tier 2/3 teams, automation layers, and integrated supplier support.
• Incorporate AI and automation (e.g. chatbots, intelligent triage, workflow automation) to drive efficiency, proactive support, and self-service capabilities.
• Translate business and functional ERP requirements into scalable, efficient, and experience-centric support services.
• Lead service design workshops, define SLAs, OLAs, and XLA (Experience Level Agreement) metrics.
• Collaborate with ERP product owners, solution architects, support teams, and vendor partners to ensure seamless service transition and operations.
• Contribute to the development of service catalogs, service blueprints, and operational playbooks.
• Ensure service readiness for ERP projects and enhancements, including testing support models and knowledge bases.
• Champion continual service improvement (CSI) and feedback loops based on analytics and user experience insights.

Connect to your skills and professional experience

Essential:

• Proven experience as a Service Architect or Service Design Lead within large-scale ERP environments (SAP S/4HANA, Oracle ERP Cloud, or similar).
• Strong understanding of ERP processes (e.g. finance, procurement, supply chain, HR) and their service implications.
• Demonstrable experience designing and implementing support services for complex, enterprise IT environments.
• Solid knowledge of ITIL v4 frameworks, especially Service Design, Service Transition, and Continual Improvement.
• Track record of leveraging AI and automation technologies in service operations (e.g. RPA, virtual agents, AIOps, predictive analytics).
• Strong focus on user experience (UX) and XLA-driven service models (e.g. measuring user sentiment, effort scores, resolution confidence).
• Exceptional communication, stakeholder management, and influencing skills across business and technical teams.

Desirable:

• Certifications in ITIL v4, TOGAF, or SIAM.
• Experience with ITSM platforms such as ServiceNow, BMC, or Cherwell.
• Exposure to agile delivery models and DevOps-enabled service environments.
• Familiarity with cloud-based ERP hosting (e.g. SAP on Azure/AWS, Oracle Cloud Infrastructure).

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.

Enterprise, Technology and Performance

Our clients want to achieve maximum value from digital transformation investments in Finance, Supply Chain and IT operations. That's where we come in. By taking a holistic view of performance improvement, including strategy, process design and technology enablement, we support the smooth operation of transformations.

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

"What attracted me to Deloitte were the endless opportunities and the collective experience of other like-minded individuals. Deloitte's clients include many of the world's largest organisations; I wanted to be part of a team that made a difference that I could be proud of." -Dan, Technology & Transformation

Our hybrid working policy

You'll be based in a UK office 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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