Deloitte Consulting - SAP Service Delivery Manager Jobs in South Africa

Deloitte Consulting - SAP Service Delivery Manager Jobs in South Africa

Main Purpose of Job

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

Key Performance areas

Strategic Impact

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

Budgets / Profitability

Monitors that time and expenses on engagement are accurately recorded and submitted weekly

Ensures billings are timeously done and collections followed up

Qualifications

Relevant Degree/Diploma

10 years working experience

Certified in relevant SME field

Key Competencies required:

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 delivery of services against agreed SLAs

Manage, motivate, and develop a team of service delivery personnel to ensure they are equipped to deliver high-quality services.

Manage escalations

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

Build and maintain relationships with stakeholders, including customers, suppliers, and internal departments.

How to Apply

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

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