Deloitte drives progress. Using our vast range of expertise, that covers audit, risk advisory, and consulting services across tax, legal, business, technology and corporate finance, 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.

Service Strategy:

• Govern the service lifecycle management process, including maintaining Deloitte UK’s Enabling Function service portfolio and associated service data architecture.
• Lead appropriate governance forums to ensure the continuous alignment to our service management related strategy, frameworks, and principles.

Service Operations:

• Support the service delivery teams to monitor service performance through performance reporting and service reviews, driving a culture of service excellence, high performance, and transparent data-driven insight.
• Establish appropriate service performance measures (SLAs & KPIs) with the service owners to ensure we are ‘measuring what matters’, making sure these are continually reviewed and that we have the right measures for the different use cases, and governing the supporting change management processes.
• Build out and chair a community of practise for those responsible for service delivery across the EFs to share best practise across the teams, drive adoption of our standards and frameworks, and also learn from each other – what others have done, how they have done it and the benefits they realised.
• Drive the delivery of a consistent and effective framework for capturing and acting on the service improvement opportunities through ‘Voice of the Customer’ programmes.
• Work with the Head of the Reporting Hub to coordinate service performance reporting for leadership and strategic reporting for COOs.

Stakeholder Engagement:

• Engage with stakeholders, including practitioners, business lines, and Enabling Function leadership, to understand their needs and expectations.
• Communicate service performance, improvement initiatives, and value delivered by the service management capability.

Service Design and Transition:

• Collaborate with stakeholders to govern the transition of new services or changes to existing services.
• Working closely with Finance to develop TCO of services, with transparent allocation of costs to end to end services, to support the business line allocation and recharge model.

Continuous Improvement:

• Drive continuous improvement initiatives within the service management function. Identify areas for improvement, implement process enhancements, and measure the effectiveness of implemented changes.

Experience:

• Extensive proven experience in Service Management /Business performance management
• Demonstrated experience working in a shared services environment or large complex organisation, across multiple service areas
• Experienced and knowledgeable in bringing to bear industry best practices, and insight to continually mature a service management capability
• Experience with Service Management platforms and tools desired (e.g. ServiceNow, Apptio, Magic Orange)

Skills and Capabilities

• Builds broad and deep relationships across a diverse network – ability to work across multiple functions/service areas.
• Creates opportunities to drive impact; anticipates stakeholder needs and delivers superior results
• Highly effective communicator, with the ability to tailor their communication style dependent on the audience.
• Strong influencing skills – uses a flexible influencing style to gain buy-in and drive impact.
• Makes decisions with confidence based on analysis of available information, awareness of stakeholder priorities and in alignment with objectives.
• Applies own creativity, experience, and knowledge of industry trends and competitor activity to identify opportunities and drive continuous improvement.
• Ensures reports and presentations have a logical flow and are strategically aligned with goals and drive business success