Deloitte Consulting

Main Purpose of Job

Service Delivery Manager is responsible for ensuring the delivery of high-quality services to customers. They will play a critical role in ensuring that the services provided meet the needs and expectations of its clients.

Key Performance areas

1.    Strategic Impact

• Supports the Senior Manager on delivery of designated engagement / project, managing the implementation of the agreed deliverables
• Tracks outputs against Service Level Agreement and reports to Senior Manager on any unforeseen issues arising
• Seeks to identify additional sales opportunities in client business
• Assists in the preparation of proposals/tenders and presentations on request
• Is a support resource in planning of sales presentations and client negotiation teams for new and retained business
• Develops market network in business and builds relationships that generate leads
• Builds relationships across Deloitte  service lines to understand broader offerings and seeks opportunities for cross-selling
• Generates innovative solutions on projects / engagements in collaboration with team members to enhance / renew service offerings to client

2.    Client Impact: External / Internal

• Manages day-to-day deliverables of team on   client engagements / projects
• Proactively identifies client service and  technical issues and implements resolutions to address these
• Develops productive working relationships with client teams
• Builds network of relationships across Deloitte to understand other service line offerings and to market own functional area
• Establishes and maintains good working  relationships with external clients across industries
• Participates in thought leadership process and shares functional and industry knowledge and expertise with clients, colleagues and teams

3.    Operational Effectiveness

• Leads delivery of team based on the SLA and identifies and addresses any areas of concern in outputs
• Manages engagement/project risk to ensure that the firm’s risk policies as well as risk to client confidentiality is aligned at all times
• Consistently reviews and analyses standard and quality of team deliverables and implements changes as necessary
• Meets regularly with client and client teams to understand issues, anticipate needs and address these
• Keeps Senior Manager updated on status of engagement 
• 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

5.    Budgets / Profitability

• Monitors that time and expenses on engagement are accurately recorded and submitted weekly
• Ensures billings are timeously done and collections followed up

• Relevant Degree/Diploma
• 10 years working experience
• Certified in relevant SME field

Key Competencies required:

• 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 delivery of services against agreed SLAs
• Manage, motivate, and develop a team of service delivery personnel to ensure they are equipped to deliver high-quality services.
• Manage escalations
• 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
• Build and maintain relationships with stakeholders, including customers, suppliers, and internal departments.

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. We seek to create and leverage our diverse workforce to build an inclusive environment across the African continent.