Service Delivery Manager

Overview At Deloitte, our Purpose is to make an impact that matters for our clients, our people, and society. This is the lens for which our global strategy is set. It unites Deloitte professionals across geographies, businesses, and skills. It makes us better at what we do and how we do it. It enables us to deliver on our promises to stakeholders, while creating the lasting impact we seek. Harnessing the talent of 450,000+ people located across more than 150 countries and territories, our size and scale puts us in a unique position to help change the world for the better—by bringing together the services we provide, the societal investments we make, and the collaborations we advance through our ecosystems. Deloitte offers career opportunities across Internal Client Services, Audit & Assurance (A&A), Tax & Legal (T&L) and our Consulting services business, which is made up of Strategy, Risk & Transactions Advisory (SR&T) and Technology & Transformation (T&T) . Are you ready to apply your knowledge and background to exciting new challenges? From learning to leadership, this is your chance to take your career to the next level. Main Purpose of Job As a Service Delivery Manager, you will be responsible for ensuring the delivery of high-quality services to customers and play a critical role in ensuring that the services provided meet the needs and expectations of its clients. Key Performance areas Manage delivery of services against agreed SLAs; track outputs against Service Level Agreement and report to leadership on any unforeseen issues arising Manages day-to-day deliverables of team on client engagements / projects Maintain and manage relationships with clients to ensure their satisfaction with the services provided. Identifying customer needs and overseeing service delivery within the business context. Manage, motivate, and develop a team of service delivery personnel to ensure they are equipped to deliver high-quality services. Call and escalation management Ensure governance adherence Internal and External reporting – daily, weekly, monthly Continuously analyse and improve service delivery processes to ensure they are effective and efficient Manage the service delivery budget, ensuring that resources are used effectively and efficiently Develops market network in business and builds relationships that generate leads Generates innovative solutions on projects / engagements in collaboration with team members to enhance / renew service offerings to client Build and maintain relationships with stakeholders, including customers, suppliers, and internal departments, to identify opportunities for cross selling Deloitte services and growth within clients Support in proposals and resource planning of sales presentations and client negotiation teams for new and retrained business Participates in thought leadership process and shares functional and industry knowledge and expertise with clients, colleagues and teams Communicates need for any changes in engagement / project plan to Senior Manager for discussion with Engagement sponsor / client Provides ongoing communication to teams on status of engagement / project, changes, achievements, etc. Drives Deloitte values of exceptional service to clients, growing the firm’s brand and talent development Qualifications Qualifications & Experience: BSC. Computer Science or Bcom. Informatics ITIL Certification 7 years’ working experience in Service Delivery Management of which 5 years in a client facing role and 2 years within a management role Experience in SAP is required Knowledge within incident and change management Experience within the IT consulting and services industry (software as a service) Technical Competencies Strong SAP and service delivery management knowledge Sound Incident management and Change management knowledge Good financial knowledge and business acumen Excellent report writing and delivery management skills Demonstrated leadership skills Behavioral Competencies Excellent written and verbal communication skills Effective interpersonal and relationship building skills Good mentorship and coaching ability with desire to develop self and others Strong client delivery focus Adaptable, managing change and ambiguity with ease Focus on quality and risk Sound problem solving ability Additional Information At Deloitte, we want everyone to feel they can be themselves and to thrive at work—in every country, in everything we do, every day.We aim to create a workplace where everyone is treated fairly and with respect, including reasonable accommodation for persons with disabilities. Weseek to create and leverage our diverse workforce to build an inclusive environment across the African continent. Note: The list of tasks / duties and responsibilities contained in this document is not necessarily exhaustive. Deloitte may ask the employee to carry out additional duties or responsibilities, which may fall reasonably within the ambit of the role profile, depending on operational requirements. Be careful of Recruitment Scams Fraudsters or employment scammers often pose as legitimate recruiters, employers, recruitment consultants or job placement firms, advertising false job opportunities through email, text messages and WhatsApp messages. They aim to cheat jobseekers out of money or to steal personal information. To help you look out for potential recruitment scams, here are some Red Flags: Upfront Payment Requests : Deloitte will never ask for any upfront payment for background checks, job training, or supplies. Requests for Personal Information : Be wary if you are asked for sensitive personal information, especially early in the recruitment process and without a clear need for it. Fraudulent links or contractual documents may require the provision of sensitive personal data or copy documents (e.g., government issued numbers or identity documents, passports or passport numbers, bank account statements or numbers, parent’s data) that may be used for identity fraud. Do not provide or send any of these documents or data. Please note we will never ask for photographs at any stage of the recruitment process. Unprofessional Communication : Scammers may communicate in an unprofessional manner. Their messages may be filled with poor grammar and spelling errors. The look and feel may not be consistent with the Deloitte corporate brand. If you\'re unsure, make direct contact with Deloitte using our official contact details. Be careful not to use any contact details provided in the suspicious job advertisement or email. #J-18808-Ljbffr