Internal Client Services - Africa Technology Services at Deloitte

Job Description
Main Purpose of Job: 

• To provide support to the Deloitte Business Client solutions in the cloud.
• Acting as a principal technical advisor and work one-on-one with our business units, capturing the technical requirements, and relay it into a service offering supporting both the software development lifecycle (Operating systems and database software) for cloud services and management of active services (Networking, routing and Security).
• To manage the team/s within sphere of responsibility in the effective delivery of services to the business.
• Manage the IT Cloud Infrastructure and Services, Internal Client relationships and human resources ensuring professional client delivery relating to IT function.

Qualifications and Experience Required

• Technical Degree in Operations
• Certified Cloud Engineer
• MCSE
• 7 - 8 years in IT Infrastructure, Networking and Security

Preferred

• Postgraduate qualification (relevant to Service Area)
• Client facing experience

Key Performance Areas

Differentiators:

• Establishes and maintains strong relationships with external business technical resources across industries
• Contributes to thought leadership and shares knowledge and expertise with clients, colleagues and teams
•  Responsible for accessing resources and run simulations on cloud platforms to design and test new promotions while building hyper-flexibility into business technology, enabling the business to partner, merge and rapidly expand without being encumbered by system limits. An entire business can be built on the cloud.
• Responsible for handling complex long-term focused projects involving multiple disciplines or business units. Provides leadership and direction to high priority or special projects undertaken by the business
• Makes recommendations for optimisation to clients (Various) and leadership team providing appropriate technological alternatives.
• Vendor relationship and negotiating skills. Tracks and monitors data necessary to ensure compliance to negotiated contracts on an ongoing basis and provides ad hoc reporting as required by enterprise systems.
• Business architectural, analysis and planning skills. Support in the development of the technical solution or offering, in translating the business needs into technical requirements.
• Manage multiple vendors specifically to the Deloitte Cloud Hosting environment
• Weekly meeting with vendor, with status updates on client services
• Manage multiple Deloitte clients specifically to the Deloitte Cloud Hosting environment
• Updates Client on status weekly or as directed
• Update Senior Manager on any changes made in regarding the contract between vendor and/or client
• Accurate inventory management of IT Cloud Infrastructure, software and related resources
• Manage and maintain log and/or list of required repairs and maintenance
• Effective planning, organizing, directing, control and evaluation of the operations of information systems
•  Recommend and advise on innovative ways to enhance Deloitte profile in Technology
• Ensure all IT governance procedures are in followed, including disaster recovery procedures and checklists, back-ups and IT securities are in place
• Ensure you are familiar with all hardware, software and network operating system
• Manage and provide orientation to new users of existing technology   
• Manage client environments and resources to troubleshoot all technology issues
• Manage and maintain log and/or list of required repairs and maintenance
• Manage resources to troubleshoot virtual infrastructure, software and network operating system
• Input to develop and implement policies and procedures for IT governance and IT Cloud infrastructure
• Report all risks related to IT systems to ensure confidentiality of client information
• Ongoing evaluation of security risks and new technology to minimise risk
• Monitor that team meet all deadlines relating to internal processes i.e. expense claims, timesheets, leave, absences, etc.

Core Professional Technical Capabilities:

• Expert in field with excellent industry and business knowledge
• Demonstrated leadership skills
• Ability to interpret, communicate and implement strategy
• Demonstrated execution of complex projects within timeframes and cost
• Experienced in development and delivery of professional presentations
• Excellent report writing skills
• Solid financial knowledge
• Networking
• Security
• DevOps experience in a distributed systems environment
• Content Distribution / CDN
• Scripting / Automation
• Databases (relational and non-relational)
• Big Data & Analytics (Hadoop/streaming data/machine learning) Beneficial
• Operations Management & cloud infrastructure design
• Service Oriented Architecture
• Ability to manage multiple tasks and projects in a fast-moving environment
• Experience managing operational environments including escalations, incident, problem, and service availability
• Working knowledge of development methodologies
• Microsoft Certified Engineer
• Servers, Network and Security, or related best practice discipline required or equivalent work experience
•  Breadth of experience in the following areas with depth in one or more subject:
• Internet technologies including HTTP, SMTP, DNS, TCP/IP, TLS/SSL, DHCP, SSH, etc.
• Systems  Administration (Linux and/or Windows)

Core Professional Behavioural Capabilities

• Exceptional communication skills, both written and verbal
• Strong interpersonal and relationship building skills
• Excellent mentorship and coaching ability with desire to develop self and others
• Strong client delivery focus
• Highly adaptable, managing change and ambiguity with ease
• Focus on quality and risk
• Excellent problem solving ability
• Exceptional business acumen

 Strategic Impact

• Builds professional relationships within service line/s to understand business needs in area/s of responsibility
• Generates and implements innovative ideas and solutions within area of responsibility in collaboration with team members to enhance / renew service offerings

Client Impact: External / Internal

• Proactively identifies client service and technical issues and independently implement resolutions to address these
• Participates in gathering of information for thought leadership process and share functional and industry knowledge and expertise with clients, colleagues and teams

 Operational Effectiveness

• Manages day-to-day operations and delivery by team to clients
• Manages day-to-day risk issues within the team and ensures any contraventions are rectified and addressed

Development/Growth of Team

• Develops strong working relationships with key talent in team       
• Demonstrates commitment to transformation agenda of the firm

Budgets / Profitability

• Provides input into annual budget
• Manages expenditure within team and ensures time and expenses are submitted weekly
• Leadership Capabilities 

• Living our Purpose - Identifies and embraces our purpose and values and puts these into practice in their professional life
• Influence - Builds relationships and communicates effectively in order to positively influence peers and other stakeholders
• Performance drive - Seeks opportunities to challenge self; teams with others across businesses and borders to deliver and takes accountability for own and team results
• Strategic direction - Understands objectives for clients and Deloitte, aligns own work to objectives and sets personal priorities
• Talent development - Develops self by actively seeking opportunities for growth, shares knowledge and experiences with others, and acts as a strong brand ambassador

Additional Information
*Please note that this job advertisement provides a summary of the capabilities required and all candidates shortlisted will receive a full list of capabilities