Deloitte Consulting - AMS - Service Delivery Manager / Project Manager Jobs in South Africa

Job Description

What impact will you make?

Every day, your work will make an impact that matters, while you thrive in a dynamic culture of inclusion, collaboration and high performance. As the undisputed leader in professional services, Deloitte is where you’ll find unrivaled opportunities to succeed and realize your full potential.

Main Purpose of Job

The main objective of this position is to provide control and decision making as well as taking responsibility for the Service delivery at clients and ensuring that IT policies and procedures are adhered to and maintained accordingly.

The incumbent will be responsible for establishing relationships and understanding of the clients business and needs to identify, qualify and unlock net new revenue opportunities.

Further to this the incumbent would be required to fully understand the contractual requirements and commitments

• Key Performance areas

• Strategic Impact

• Monitor and control the sourcing, travel and on-boarding of resources on projects;

• Create, manage and staff resources on projects;

• Monitor and control time capture and time approval of consultants on projects;

• Monitor and control project costs

• Ensure governance is followed if and when adjustments are required to the planned/base-lined budget;

• Supports the Senior Manager on delivery of designated engagement / project, managing the implementation of the agreed deliverables

• Tracks outputs against Service Level Agreement and reports to Senior Manager on any unforeseen issues arising

• Seeks to identify additional sales opportunities in client business

• Assists in the preparation of proposals/tenders and presentations on request

• Is a support resource in planning of sales presentations and client negotiation teams for new and retained business

• Develops market network in business and builds relationships that generate leads

• Builds relationships across Deloitte service lines to understand broader offerings and seeks opportunities for cross-selling

• Generates innovative solutions on projects / engagements in collaboration with team members to enhance / renew service offerings to client

• Client Impact: External / Internal

• Manages day-to-day deliverables of team on client engagements / projects

• Proactively identifies client service and technical issues and implements resolutions to address these

• Develops productive working relationships with client teams

• Builds network of relationships across Deloitte to understand other service line offerings and to market own functional area

• Establishes and maintains good working relationships with external clients across industries

• Participates in thought leadership process and shares functional and industry knowledge and expertise with clients, colleagues and teams

Operational Effectiveness

• Leads delivery of team based on the SLA and identifies and addresses any areas of concern in outputs

• Manages engagement/project risk to ensure that the firm’s risk policies as well as risk to client confidentiality is aligned at all times

• Consistently reviews and analyses standard and quality of team deliverables and implements changes as necessary

• Meets regularly with client and client teams to understand issues, anticipate needs and address these
• Keeps Senior Manager updated on status of engagement

• 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

Development/Growth of Team

• Shares expertise and knowledge with team members and counselees on an ongoing basis

• Develops good working relationships with key talent in team

• Monitors resource requirements for engagement and communicates to Senior Manager the need for increase / decrease in team headcount

• Maintains own development and knowledge in specialised area

Specialized Competencies

• Monitoring Delivery

• People management and mentorship

• KPI measurement monitoring and reporting

• Resource managing and scheduling(Analytical/Decision Making capabilities)

• Customer orientation and responsiveness

Leadership / Behavioural Capabilities

• Living our Purpose - Acts as a role model, embracing and living our purpose and values, and recognizing others

for the impact they make

• Influence - Influences clients, teams, and individuals positively, leading by example and establishing confident relationships with increasingly senior people

• Performance drive - Delivers exceptional client service; maximizes results and drives high performance from people while fostering collaboration across businesses and borders

• Strategic direction - Understands key objectives for clients and Deloitte, aligns people to objectives and sets priorities and direction

• Talent development - Develops high-performing people and teams through challenging and meaningful opportunities

Cross-Consulting Capabilities

• Delivery Excellence - Ability to plan and execute a project to deliver a superior client experience

• Knows the Business and Sector - Ability to comprehend how the client’s business works and keep up-to-date on industry/sector trends and leading practices

• Analytical Thinking & Problem Solving - Ability to identify and solve problems objectively using analysis, experience and judgment

• Financial Acumen - Ability to incorporate financial information when evaluating business opportunities and making recommendations

• Executive Presence - Ability to develop relationships, establish credibility with and instill confidence in clients

• Global Mindset - Ability to leverage cross-geography insights and practitioners to enhance client service delivery

• Business-Technology Acumen - Ability to articulate how technology enables and differentiates the business and communicate this effectively to clients

Qualifications

• Relevant Degree

• 10 years working experience

• Project Management Principles, Business Acumen, Contract Terminology, Problem Solving

• Manage projects with top-down oversight throughout entire execution to ensure success as defined by adherence to standards of scope and timeline.

• Project Management methodology (PMBOK / Prince2 / Agile)

Preferred

• Preferably a degree in Information Systems or Computer Science, or equivalent certification/experience

Key Competencies required:

• Technical Competencies

• Manage Efficiency of Service Delivery

• Manage billability and productivity ratio of resources

• Ensure proper internal governance and processes are adhered to

• Establish relationships and understanding of the clients business and needs to Identify, qualify and unlock net new revenue opportunities

• Project management experience and capabilities

Customer Perspective

• Responsible for the achievement of contracted SLAs per service

• Facilitate the contract and service management reporting and submit to clients according to the negotiated schedule

• Engage with customers and resolve issues satisfactorily to ensure the retention of clients through contract renewal

Escalation Management

• Analyse the operational environment to identify trends and patterns that require problem investigation by using incident data

• Monitor environment and recommend/action improvements

• Develop well formulated service improvement plans (SIPs) together with Contracts Manager, guiding what should be done in order to address client improvement requirements

• Ensure that improvement initiatives identified in service reviews are acted upon and progress reports are provided as required

• Provide leadership and control for approved service improvement efforts

• Identify and match value propositions to the client's needs to show value for the client

• Develop relationships and communication mechanisms with vendors

• Custodian of knowledge and expertise related to delivery management

Internal Perspective

• Prepare service management reporting per portfolio, highlighting SLA achievement, service penalties and progress on SIP’s as negotiated with the Regional Operations and Key Account Managers

• Ensure appropriate competency and capacity level to support client

• Responsible for all people management related activities for team

• Ensure all employees are trained and competencies assessed as per client service requirement

• Ensure performance contracts and performance assessments are completed for teams within agreed timeframes (if applicable)

• Expert in field with sound industry and business knowledge

• Develop strategy roadmaps using accepted best practices and proactively look for continues improvement opportunities.

• Provides SAP BASIS planning & support for projects & operations. Adhere to SAP design principles & technical architecture standards.

Behavioural Competencies

• Excellent communication skills, both written and verbal

• Effective interpersonal and relationship building skills

• Good mentorship and coaching ability with desire to develop self and others

How to Apply

For more information and job application details, see; Deloitte Consulting - AMS - Service Delivery Manager / Project Manager Jobs in South Africa

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