T&T-EAID-Engineering-Associate Director | Service Delivery Manager | Bengaluru |
• Job requisition ID : 106474
• Location: Bengaluru
• Entity: Deloitte Touche Tohmatsu India LLP
The team
Deloitte’s Technology & Transformation practice can help you uncover and unlock the value buried deep inside vast amounts of data. Our global network provides strategic guidance and implementation services to help companies manage data from disparate sources and convert it into accurate, actionable information that can support fact-driven decision-making and generate an insight-driven advantage. Our practice addresses the continuum of opportunities in business intelligence & visualization, data management, performance management and next-generation analytics and technologies, including big data, cloud, cognitive and machine learning.
Your work profile
- As an Associate Director in our Cloud Engineering Team, you’ll build and nurture positive working relationships with teams and clients with the intention of exceeding client expectations
- Delivering service that meets SLA and delights the customer. (SLA achieved & high customer satisfaction)
- Managing financial performance and productivity improvements. (Value for customer, enhanced margin and P&L performance v Plan)
- Owns delivery of service through service delivery team across several services. Relationship management of all key clients in a challenging environment, including senior stakeholders and Management of regular contractual meetings Stakeholder management of internal customers as the account lead including but not limited to Procurement, Billing, Credit Control, Sales, Value Proposition Development, Commercial Group, Finance Team, Health & Safety Team and Senior Management
- Creation and ownership of management information reporting and quarterly business reporting.
- Work with technical groups and business owners to make sure they can identify and diagnose potential customer quality issues before they become actual problems.
Key skills required:
- 15+ years of experience in Service Delivery, IT Operations, or Client Management.
- ITIL Foundation certification preferred.
- Experience with service management tools such as ServiceNow, Jira, or similar platforms is desirable.
- We expect our people to embrace and live our purpose by challenging themselves to identify issues that are most important for our clients, our people, and for society.
- In addition to living our purpose, Senior Executive across our organization must strive to be:
- Inspiring - Leading with integrity to build inclusion and motivation
- Committed to creating purpose - Creating a sense of vision and purpose
- Agile - Achieving high-quality results through collaboration and Team unity
- Skilled at building diverse capabilities - Developing diverse capabilities for the future
- Persuasive / Influencing - Persuading and influencing stakeholders
- Collaborating - Partnering to build new solutions
- Delivery value - Showing commercial acumen
- Committed to expanding business - Leveraging new business opportunities
- Analytical Acumen - Leveraging data to recommend impactful approach and solutions through the power of analysis and visualization
- Effective communication – Must be well abled to have well-structured and well-articulated conversations to achieve win-win possibilities
- Engagement Management / Delivery Excellence - Effectively managing engagement(s) to ensure timely and proactive execution as well as course correction for
- the success of engagement(s)
- Managing change - Responding to changing environment with resilience
- Managing Quality & Risk - Delivering high quality results and mitigating risks with utmost integrity and precision
- Strategic Thinking & Problem Solving - Applying strategic mindset to solve business issues and complex problems
- Tech Savvy - Leveraging ethical technology practices to deliver high impact for clients and for Deloitte
- Empathetic leadership and inclusivity - creating a safe and thriving environment where everyone's valued for who they are, use empathy to understand others to adapt our behaviours and attitudes to become more inclusive.
What we need from you
- Manage end-to-end service delivery and ensure compliance with agreed Service Level Agreements (SLAs).
- Act as the primary point of contact with clients regarding service-related matters.
- Monitor service performance, identify risks, and implement corrective actions.
- Coordinate with cross-functional teams to resolve incidents, problems, and escalations.
- Conduct regular service review meetings with clients and stakeholders.
- Drive continuous improvement initiatives to enhance service quality and operational efficiency.
- Prepare and present service reports, KPIs, and performance metrics.
- Ensure adherence to ITIL processes, governance standards, and organizational policies.
- Manage customer expectations and maintain strong client relationships.
- Support transition and onboarding of new services, projects, and customers.
Your role as a leader
- At Deloitte India, we believe in the importance of leadership at all levels. We expect our people to embrace and live our purpose by challenging themselves to identify issues that are most important for our clients, our people, and for society, and make an impact on those matters.
- In addition to living our purpose, managers across our organization:
- Develop self by actively seeking opportunities for growth, sharing knowledge and experiences with others, and act as a strong brand ambassador
- Understand objectives for clients and Deloitte, align own work to objectives and set personal priorities
- Seeking opportunities to challenge self
- Collaborate with others across businesses and borders to deliver and take accountability for own and team results
- Identify and embrace our purpose and values and put these into practice in their professional life
- Build relationships and communicate effectively in order to positively influence peers and other stakeholders
Qualifications
- Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field.