Jobs at Deloitte

Job Description

Main Purpose of Job

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

Key Performance areas

• Manage delivery of services against agreed SLAs; track outputs against Service Level Agreement and report to leadership on any unforeseen issues arising
• Manages day-to-day deliverables of team on client engagements / projects
• 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, motivate, and develop a team of service delivery personnel to ensure they are equipped to deliver high-quality services.
• Call and escalation management
• Ensure governance adherence
• Internal and External 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
• Develops market network in business and builds relationships that generate leads
• Generates innovative solutions on projects / engagements in collaboration with team members to enhance / renew service offerings to client
• Build and maintain relationships with stakeholders, including customers, suppliers, and internal departments, to identify opportunities for cross selling Deloitte services and growth within clients
• Support in proposals and resource planning of sales presentations and client negotiation teams for new and retrained business
• Participates in thought leadership process and shares functional and industry knowledge and expertise with clients, colleagues and teams
• 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

Qualifications

Qualifications & Experience:

• BSC. Computer Science or Bcom. Informatics
• ITIL Certification
• 7 years’ working experience in Service Delivery Management of which 5 years in a client facing role and 2 years within a management role
• Experience in SAP is required
• Knowledge within incident and change management
• Experience within the IT consulting and services industry (software as a service)

Technical Competencies:

• Strong SAP and service delivery management knowledge
• Sound Incident management and Change management knowledge
• Good financial knowledge and business acumen
• Excellent report writing and delivery management skills
• Demonstrated leadership skills

Behavioural Competencies:

• Excellent written and verbal communication skills
• Effective interpersonal and relationship building skills
• Good mentorship and coaching ability with desire to develop self and others
• Strong client delivery focus
• Adaptable, managing change and ambiguity with ease
• Focus on quality and risk
• Sound problem solving ability

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Job Description

• We are seeking a Senior Manager with proven consulting expertise in Customer Strategy and Design. As a Senior Manager you will support the Customer Leadership in growing and maturing the Customer Strategy & Design Offering, this will include, capability build, market development initiatives, driving and implementing strategy, revenue generation, business growth and the delivery of Customer Strategy & Design projects. 
• This is an excellent opportunity to build and enhance your skill set in a customer centred environment that is focused on driving growth and delivering impactful solutions across our clients in various industries.  

Key Responsibilities: 

• Delivery Excellence: Deliver exceptional quality results to our clients by leveraging CS&D tools, methodologies and ways of working. 
• Apply deep knowledge of disruptive trends and competitor activity to drive continuous improvement and relevant strategy work. v
• Assist clients to identify the right key performance indicators (KPIs), highlight areas of improvement, and influence their strategy. 
• Build deep professional relationships across a diverse network of executives and use a flexible influencing style to gain buy-in and drive impact. 

Support business development and project delivery of Customer Strategy and Design projects across the following client needs: 

• Product innovation & design, product strategy management & delivery
• Growth strategy complimented by offering research & insights 
• Proposition design, pricing & promotions 
• Customer centred operating models 
• Customer strategy & segmentation 
• Data and analytics 
• Digital marketing 
• Experience design 
• Rapidly ideate and create concepts and articulate strong storylines to clients. 
•  Exhibit exceptional communication skills, capable of articulating complex technical concepts clearly and compellingly. Inspire and influence stakeholders at all levels through well-structured arguments and trade-offs supported by evidence, evaluations, and research. 
• Outcome-Driven Accountability: Embrace and drive a culture of accountability for customer and business outcomes. Develop solutions that solve complex business problems with valuable outcomes, ensuring high-quality, lean designs and implementations. 
• Translate broader strategy into a compelling team vision and goals as well as align the team and sets priorities to achieve objectives. Establish a strong leadership brand and inspire the team through passion, integrity, and appreciation of others. 
• Lead a cross functional team, integrating product strategy, product design, together with leveraging the business and technology teams. 
• Contribute to building an inclusive talent pipeline by creating a talent experience that attracts, develops and retains diverse, top talent and high performing teams. 

Experience:

• Min of years working experience with deep functional knowledge in one or more of the key offerings listed above 
• Minimum 5 years in a client facing as well as 5 years in a management role with a focus on Customer Strategy & Design 
• Experience with a Tier-One Professional Services Firm and/or leading blue-chip organisation in related industry vertical  
• Experience leading and managing multidisciplinary project teams to deliver tailored strategic solutions across or in chosen industry verticals  

Qualifications

Minimum required qualification

• Tertiary qualification in Business, Finance, Accounting, Data or Computer Science, Engineering or related 
• Industry-specific qualifications or an equivalent 

Desired Qualification:

• MBA or Masters in the relevant field of study is a definite advantage

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Job Description

• This position supports the Engagement Manager in delivery of services to / at client premises on delegated engagement / project. Hypothesis development - This would include Customer and market segmentation, Application of methods, Trends and forecasting capability, Problem solving, Analytical capability, Financial modelling, Storyboarding and Report writing.

Key Performance Areas

• Defines the Market  - Ability to analyze the external environment and appreciate its importance in the formulation of an organization’s strategy
• Shapes the Strategy - Ability to help shape a client’s strategy by providing insights to help them create an advantaged position in the market
• Develops Sector and Offering Knowledge - Ability to build sector and market offering knowledge and apply it to influence a client’s strategic direction
• Strategic Impact - Supports the Senior Manager on delivery of designated engagement / project, managing the implementation of the agreed deliverables
• Budgets / Profitability - Maintains quality and timeous delivery as per SLA
• Solutioning - Ability to operate in an ambiguous environment and work independently

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

Cross Consulting / Core Professional Capabilities

• Delivery Excellence - Ability to produce a high quality work product and collaborate with others to deliver a superior client experience
• Knows the Business and Sector - Ability to understand how business functions operate and how sector trends impact a client’s business
• Analytical Thinking & Problem Solving - Ability to select appropriate methods for collecting and analysing data, and develop informed recommendations that shape or support the client’s business strategy
• Financial Acumen - Ability to incorporate financial information when evaluating strategic options
• Client Presence - Ability to deliver key messages with clarity, confidence and poise to instil confidence in clients
• Logical Structuring - Ability to organize insights and define a logical flow to tell a story when presenting recommendations
• Global Mind-set  - Ability to apply a global and diverse perspective to problem solving
• Technology Fluency - Ability to apply technical knowledge to address client business challenges

Qualifications

• Degree/Post Graduate Qualification:
• BSC Engineering (Mechanical, Process, Chemical) (Business Sciences
• Business Administration (MBA or equivalent)
• Finance
• Economics (quantitative) / Statistics
• Statistics
• Engineering
• Law

Preferred Experience

• Minimum 5-8 years working experience in a consulting environment
• Significant experience in strategy-led work.
• Proven ability to create markets and develop client accounts.
• 3 years in a client facing role

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Job Description

• The main purpose of the role is to provide an effective and efficient administrative and secretarial support service to several Partners in the Audit space.

Client Impact: External / Internal

• Liaises directly with clients' staff on behalf of superiors as directed.
• Attends to client requests appropriately and follows up as needed.
• Builds professional relationships with client staff.

Operational Effectiveness

• Deals with day-to-day matters on behalf of executives in order to allow for their focus to be on strategic issue and make some judgements to redirect queries to relevant parties.
• Perform administrative tasks including filing, photocopying, faxing, printing and binding.
• Order and maintain stationery, equipment supplies and log maintenance queries and calls.
• Maintain executive diaries and arrange appointments according to prioritisation and efficient time management.
• Coordinates travel bookings and itineraries, both local and international.
• Liaising with internal staff, relevant organisations and clients for required services i.e. IT, event management, marketing services, legal, etc.
• Keep abreast with any changes, issues and movements within the service line.
• Ensure that the latest brand compliant templates are being used and handle all information In a confidential manner.
• Organising, preparing and servicing meetings, providing the required support documentation, agenda and taking minutes.
• Prepares professional correspondence, presentations, reports and documents as directed by the business.
• Receive visitors and direct them to the appropriate individual, meeting room or departments.
• Proactively prepare for and receive new hires in the business area (includes logistics such as office space, arranging computer etc.).
• Update contact lists by tracking new and existing clients and maintain soft copy filing systems for audit clients.
• Manage in/pending/out trays.
• Track birthdays, organise farewells and order flowers when required.
• Assists team members as required which may result in interruptions and unforeseen deviations from plans.
• Undertake any other duty and work on ad hoc responsibilities appropriate to the post as requested by the business i.e. Assistance with Learning & events run by the business.

Expenses and Profitability

• Uses initiative on planning of travel, events, etc. where possible to ensure cost effective use of time.
• Maintains accurate record of expenses, invoicing and timesheets on behalf of Partners/Directors, and submits these timeously. Assists management with this as directed
• Effectively uses time, equipment and resources.
• Logging and or processing bills or expenses ie. purchase requisitions and expense claims and collating statements for the business.

Qualifications

• Relevant Diploma with at least 5 years of working experience in a similar/same role.
• Industry knowledge will be beneficial.

Additional Information

Technical

• Fully competent in MS Office Suite and any other programs relevant to role.
• Ability to operate office equipment such as fax, photocopier, printers, etc.
• Able to work as a team member and ensure that as a group all staff in a unit work together for delivery of best possible service to the department for which they collectively work.
• Ability to pay meticulous attention to detail.
• Excellent typing skills.
• High competency in English communication, both written and verbal.
• Good numeracy skills.

Behavioural

• Professional demeanour.
• High initiative and delivery focused.
• Good planning and organisational skills.
• Ability to work under pressure.
• Flexible.
• Strong interpersonal skills.
• Commitment to meeting tight deadlines.
• Commitment to client service excellence.
• Must be able to multi-task.
• Ability to use discretion and deal with sensitive information in a confidential and professional manner.