Service Excellence Manager

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Job description

Connect to your Industry

Deloitte Technology works at the forefront of technology development and processes to support and protect Deloitte around the world. In this truly global environment, we operate not in "what is" but rather "what can be" to help Deloitte deliver and connect with its clients, its communities, and one another in ways not previously conceived.

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 a Service Excellence Manager, you will play a pivotal role in setting and maintaining high standards for the Global Shared Services provided to our member firms. You will leverage IT service management best practices to enhance service delivery and lead our Support Community of Practice. This community is a collaborative space where Deloitte Technology and member firm support subject matter experts converge to devise strategies for improving services to our Deloitte professionals.

Key Responsibilities:

• Service Standards Development: Define and implement service excellence standards for Global Shared Services, ensuring alignment with Deloitte's strategic goals.
• IT Service Management: Apply IT service management best practices to optimize service delivery and performance across member firms.
• Community of Practice Leadership: Lead the Support Community of Practice, fostering collaboration among Deloitte Technology and member firm support specialists to share insights, challenges, and solutions.
• Continuous Improvement: Identify opportunities for service improvement through data analysis, stakeholder feedback, and technology advancements.
• Stakeholder Engagement: Build and maintain strong relationships with key stakeholders, including member firm leaders and technology teams, to ensure service expectations are met.
• Performance Monitoring: Develop metrics and KPIs to assess service performance and drive accountability across all support functions.
• Innovation and Best Practices: Stay abreast of industry trends and innovations, integrating relevant practices into our service delivery framework.

Connect to your skills and professional experience

Required:

• Bachelor's degree (or equivalent) in Information Technology, Business Administration, or a related field.
• Proven experience in IT service management or service excellence roles, preferably within a large, complex organization.
• Strong knowledge of ITIL or other IT service management frameworks.
• Excellent leadership and team management skills.
• Strong analytical and problem-solving abilities.
• Exceptional communication and interpersonal skills, with the ability to influence and engage stakeholders at all levels.
• Experience leading or facilitating communities of practice or similar collaborative groups is a plus.

Preferred:

• Proven experience in IT service management or service excellence roles, preferably within a large, complex organization.

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.

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

"Everyone at Deloitte builds relationships with their peers and puts in effort to get to know one another, making the work more enjoyable."

Our hybrid working policy

You'll be based in one of our UK locations 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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