Deloitte Consulting - SAP Service Delivery Manager
Deloitte
- Midrand, Johannesburg
- Permanent
- Full-time
- 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
- 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
- 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
- Monitors that time and expenses on engagement are accurately recorded and submitted weekly
- Ensures billings are timeously done and collections followed up
- Relevant Degree/Diploma
- 10 years working experience
- Certified in relevant SME field
- 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.