The Customer Experience and Support (CES) Director is responsible for developing and driving strategy, innovation, transformation, and operational delivery excellence across the portfolio of CES services to UK and Swiss member firm practitioners. The broad and complex portfolio of services encompass; end user technology, onsite / techbar services, remote and indirect channel support, mobility services, full lifecycle hardware and software asset management and second-line support services. The role’s managerial and financial scope includes over one hundred UK and USI team resources, multi-million pound opex and capex budgets and key strategic vendor relationship management.

Operational Efficiency

• Develop and evolve an operating model which proactively engages key integrated disciplines across CBS and NSE including Enterprise Architecture, Business Relationship Management, End User Services, Service Management, and Global Procurement, to deliver a predictable, consistent and joined up superior customer support experience.
• Deliver and extend the portfolio of catalogue services to published service levels or higher, aiming to continuously improve the customer experience and satisfaction levels.
• Develop a Service Performance Management capability that optimizes the use of CES team resources against the changing demands placed upon them.
• Develop and evolve process compliance controls to ensure data quality in key CES Data sources such as CSDM, CMDB and SNOW which underpin the delivery of compliant service excellence.
• Design and implement process efficiency through emerging technologies including, but not limited to, automation, digitization and AI.
• Implement a comprehensive performance management reporting framework that enables all CES Managers and key stakeholders to have self-service, ‘line of sight’ visibility to key operational SLAs and KPIs.
• Implement process compliance controls to ensure that hardware and software management services are delivered compliantly to Deloitte standards and policies, client specific engagement requirements, commercial use and legislative obligations.

Leadership and Management

• Leadership and management of the CES management team, instilling a culture of teamwork, resilience and high performance, where all employees are maximising their potential.
• Ensure CES are aligned with the business’s vision, objectives and priorities and proactively support the implementation of the IT strategy in terms of “grow”, “transform” and “support” objectives.
• Build diversity and capability through development opportunities.
• Drive innovation and best practice approaches to hardware, software and onsite / 2LS service management, leveraging Global and NSE member firm practices where appropriate.
• Effectively manage, shape and develop strategic vendor relationships with key CES service suppliers, delivering cost improvements and service efficiencies.
• Financial budget management and reconciliation for all UK and CH CES services and assets.

Continuous Service Improvement and Evolution

• Develop a culture of continuous improvement and learning to enhance the quality, consistency and predictability of user experience when delivering direct CES portfolio services.
• Review and improve processes regularly; identify inefficiencies and implement improvements ensuring that the roles of subject matter experts are fully defined and developed.
• Develop a process for the regular comparison of internal and external benchmarking to validate operation effectiveness and efficiency.

Personal Impact

• Be a role model in terms of style, teamwork and pace.
• Bring expert leadership in the management of the CES teams both under direct and matrixed management.
• Demonstrate the Firms’ values – showing up as an authentic leader.
• Liaise and work with other functional/departmental directors so as to understand all necessary aspects and needs of cross function operational development and to ensure they are fully informed of the CES operational objective, purposes and achievements.
• Design and embed an appropriate compliance framework and culture, supported by relevant and efficient structures/committees, processes compliance function, guidance and communication strategies, to enhance the CES function’s ability to protects the firm’s assets and reputation and meet its regulatory and legal obligations.

Risk Management Responsibilities & Accountabilities

• Although the post holder does not have specific responsibilities for the risk management function, as a Director the post holder is collectively responsible for the overall identification and control of risk across the CES function.
• Responsible for identifying and actively managing CES service-related risks, ensuring interaction with corporate risk governance and management frameworks.
• Work closely with Deloitte Business Security functions to manage the firm’s approach to security issues in relation to CES service provision and accountability.
• Work closely with the Data Protection Officer to ensure the compliant processing storage and retention of data classification types including GDPR.
• Lead and manage any service-related software or hardware license escalations co-ordinating the engagement of key teams such as OGC, Global procurement or Contenious Matters Team (CMT).

Essential

• Demonstrable depth and breadth of experience and success directing an integrated support function with multi-discipline teams responsible for, end user technology, onsite / techbar services, remote and indirect channel support, mobility services, full lifecycle hardware and software asset management and second line support services.
• Proven track record of strategic management and delivery in a global partnership including staff management, client management, performance management and service improvement with global teams (100+) with a mix or directly managed and matrixed managed staff.
• Recognised industry qualification or demonstrated experience levels commensurate with the seniority of the role.
• Commercial and business acumen previously accountable for managing multi-million pound budgets, contracts and critical business services.
• Proven experience in negotiating and managing strategic tier one vendors in the sectors related to the CES service provisions.
• Can work within an ambiguous fast-moving environment while also driving toward clarity and solutions; provides others with stability in times of uncertainty and change.
• A natural inspirational leader, creating diverse teams, visibly investing in motivation, development and retention of people.
• Proven track record managing senior and diverse stakeholder group(s) and be a credible representative of the CBS Executive IT Infrastructure Leadership team, up to C-suite/Senior Partner level.
• Proven track record of empowering teams to make decisions, operate independently, innovate and perform at the highest levels of attainment against industry benchmarks.

Desirable

• Evidence of continuing professional development.
• Previous experience working in a leading consultancy firm.
• Able to demonstrate a track record of investing time in developing and maintaining strong relationships across a global firm and networks with appropriate external companies.