NSE IT Service Management - Service Transition – Assistant Manager
Your opportunity
The Service Transition Team act as quality control, ensuring project and operation teams design, build and deliver controlled and fully supportable steady state services/products into Operations for Deloitte users aligned to GTOM framework.
We are proud to offer flexible working arrangements which allow our people to choose the most suitable working arrangement that works for them. Whether this is working 4 days per week, taking the summer months off work, or more flexibility around your working pattern, we consider both formal and informal working arrangements that allow our people and our clients the best outcome.
If you would like to hear more about our flexible working arrangements, please let us know.
Are you looking to return to the workplace after an extended career break?
For this role we can offer coaching and support designed for returners to refresh your knowledge and skills and help your transition back into the workplace after a career break of 2 years or more. If this is relevant for you, just let your recruiter know when you make your application.
Your role
The role primarily supports the UK, Swiss and Gibraltar geographies, with a broader North South Europe (NSE) remit to develop the capability across these geographies.
The role requires a high level of attention to detail, understanding and ability to deliver ITIL best practice and excellent negotiation and coordination skills. The candidate will be expected to work regularly with technical and non-technical staff at all levels of seniority:
- Advanced proficiency in all ITSM modules (IPAC, CMDB, MIM, Change & Release, Service Transition)
- Help to develop and mature the Service Transition (ST) function and processes (aligned with ITIL Best Practice) ensuring accepted steady state operational stability
- Ensure buy-in and adoption throughout Deloitte projects, operations and key stakeholders, allowing optimum project flow
- Act as a quality control ensuring project and operations teams design, build and deliver controlled and fully supportable steady state services or platforms into Operations for Deloitte users.
- Interact with and support key IT teams (CBS and T&DS in the UK and/or ITS in other NSE geographies) and business stakeholders to ensure new services and platforms have a fully developed end to end support structure, including Processes, SLAs, KPIs monitoring commensurate with business requirements and priorities
- Communicate and align across all identified Operational Landing Spaces and stakeholders to ensure seamless, efficient proactive transition of Services and Applications
- Help to drive the quality angle on cross-party project and operations interaction to support better delivery to Deloitte service lines/users
- Identify and ensure risks have appropriate ownership, ensuring a successful transition to service
- Ensuring that appropriate lifecycle resourcing, training, tooling, support and documentation is delivered with a formal sign-off from all key stakeholders
- Working with all appropriate stakeholders to ensure that projects are delivered and aligned to GTOM II from ITS and Business Service Lines
- Ensuring end to end criteria is agreed and proven throughout project lifecycle e.g. ensure training requirements and any other non-functional requirements are defined and delivered against the agreed Service Acceptance Criteria and other Transition Readiness/ST controls and documents
Team lead roles & Responsibilities
· Develop team specific goals in collaboration with stakeholders.
· Manage operations & administrative work.
- Point of contact for the offshore team manager
- Scheduling/Leave Management.
- Staff’s performance evaluation.
· Prepare and publish governance reports.
· Load & effort analysis - hiring and training plan.
· Host Service review calls with support teams.
· Identify learning needs for the team.
· Identify service enhancement opportunities.
· Oversee and review BAU operations.
Your work, your choice
At Deloitte we believe the best impact is the value we add, not the hours we sit at our desk. We carefully consider agile ways of working, both formal and informal, that allow for the best impact for our people and our clients. Please speak to your recruiter about the working pattern that works best for you.
Location: Hyderabad
Occasional travel to other locations
Work pattern:
This is a permanent contract opportunity. The role can be worked on a full-time basis.
Your professional experience
- Ability to plan and manage own workload whilst managing upwards with excellent attention to detail
- Ability to work to tight deadlines and under competing priorities
- Innovative approach to problem solving and flexible and adaptable approach to work
- Strong analytical skills and an excellent understanding of IT
- Exceptional communication skills across ITS and wider Deloitte community
- Experience and working knowledge of other Service Management core functions and processes
- Experience and hands on knowledge of project lifecycle and project handover into operations and long term run mode and development
- Be comfortable and able to operate within multi/matrix line guidance and reporting lines.
Your service line: Enabling Functions
At Deloitte, we’re all about making an impact that matters, together. And nowhere is this more apparent than among our 2,000 strong Enabling Functions teams. With our combined specialist skills and business partnering expertise, we provide all the essential strategy, support and advice our client-facing colleagues need, right across the firm. This enables them to focus all of their efforts on delivering the best service possible to their clients. So not only will you be providing world-class support to our internal clients, you’ll be making an impact for all the hugely influential organisations Deloitte works with too. Covering all our distinct areas: Human Resources, Clients & Industries, Finance & Legal, Central Business Services, National Quality & Risk Management, Technology & Digital Services, and Real Estate, the opportunities here are vast. And what’s more, you can grow your career in whatever direction you choose. We’ll support you all the way.
Personal independence
Regulation and controls are standard practice in our industry and Deloitte is no exception. These controls provide important legal protection for both you and the firm. We are subject to a number of audit regulations, one of which requires that certain colleagues abide by specific personal independence constraints. This can mean that you and your "Immediate Family Members" are not permitted to hold certain financial interests (shares, funds, bonds etc.) with audit clients of the firm. The recruitment team will provide further detail as you progress through the recruitment process.
About Deloitte
Our Purpose & Strategy
To make an impact that matters for our clients, our people and society - defines who we are and what we stand for. Our purpose provides the foundation for our strategy and our aspiration to be the undisputed leader in professional services: this is not about size, it's about being the first choice. The first choice for the largest and most influential clients, and the first choice for the best talent.
What do we do?
Deloitte offers global integrated professional services that include Audit & Assurance, Consulting, Financial Advisory, Legal, Risk Advisory and Tax Consulting. Our approach combines intellectual leadership, industrial expertise, insight, consulting & problem solving capabilities whatever the role, technology revolutions and innovation from multiple disciplines to help our clients excel anywhere in the world.
Beyond the UK: Deloitte North and South Europe
The UK is part of Deloitte North and South Europe (NSE), the second largest member firm in the Deloitte network. Deloitte NSE combines operations in Belgium, Central Mediterranean (Italy, Greece, Malta), Ireland, the Middle East (Bahrain, Cyprus, Egypt, Iraq, Jordan, Kuwait, Lebanon, Libya, Oman, Palestinian Ruled Territories, Qatar, Saudi Arabia, United Arab Emirates, Yemen), the Netherlands, the Nordics (Denmark, Finland, Iceland, Norway and Sweden), Switzerland and the UK. Deloitte NSE brings together 2,700 partners and over 50,000 people, combining our unmatched breadth and depth of capabilities in audit and assurance, consulting, financial advisory, risk advisory, and tax and legal across the region. Being part of Deloitte NSE supports our aspiration to be the undisputed leader in professional services and will create more opportunity and growth for our people.
What do we value?
What brings us all together at Deloitte? It’s how we approach the thousands of decisions we make every day. How we behave, our beliefs and our attitudes. In other words: our values. Whatever we do, wherever we are in the world, we lead the way, serve with integrity, take care of each other, foster inclusion, and collaborate for maximum impact. These five shared values lead every decision we make and action we take, guiding us to deliver impact how and where it matters most.
Being a Leader at Deloitte
Cultural fit and purpose-led leadership is crucial for Deloitte. Our leaders always set the example and inspire their colleagues. They make quality time for people and take an interest in them. They know what matters to people - both inside and outside work – and value them as individuals; always finding opportunities to develop them while showing respect and appreciation.
We expect colleagues at all levels to embrace and live our purpose and our leadership culture by challenging themselves to identify issues that are most important for our clients, our people, and for society and make an impact that matters. We know leadership comes in all shapes and sizes, but our Leadership Charter helps all of our people understand what we’re looking for:
× We live our purpose: we act as a role model, embracing and living our purpose and values, and recognising others for the impact they make
× We develop talent: we develop high-performing people and teams through challenging and meaningful opportunities
× We drive performance: we deliver exceptional client service; maximise results and drive high performance from people while fostering collaboration across businesses and borders
× We believe positive influence can make an impact that matters: we influence clients, teams, and individuals positively, leading by example and establishing confident relationships with increasingly senior people
× We move, together, towards a strategic direction: we understand key objectives for clients and Deloitte, aligning people to objectives and setting priorities and direction.