Our Engineering as a Service (EaaS) Practice comprises a diverse team of skilled managed services professionals providing DevOps and Cloud support for cutting-edge technology projects.
The Deloitte EaaS team delivers top-tier customer support using modern service management frameworks and operational tools.
We are expanding and seeking a Customer Success Lead to focus on Service Delivery, including Service Management, reporting, and managing cross-functional team workloads.
Key responsibilities of the Service Delivery Manager include:
* Coordinating cross-functional teams to deliver high-quality customer service within Australia
* Maintaining service management and operational health
* Developing and maintaining strong client relationships, understanding their needs and objectives
* Driving governance, risk, and compliance activities
* Overseeing contractual and commercial aspects of client engagements
* Facilitating key client meetings to review engagement success, progress, issues, and risks
* Enhancing service delivery and ITIL process maturity through continuous improvement
* Proactively identifying opportunities for client growth and retention
* Tracking and analyzing KPIs like customer satisfaction scores
* Handling escalated client issues efficiently
* Managing financial performance and invoicing related to client engagements
* Developing areas such as Service Catalogue, Portfolio Management, Contractual Management, Risk Management, Incident and Service Request Management, and Reporting
Required Skills and Qualifications:
* 5-7 years of service management/delivery experience in managed services or service operations
* Excellent written and verbal communication skills
* Experience leading multi-skilled teams
* Strong financial acumen and ownership of engagement health
* Focus on cost reduction and continual service improvement
* Knowledge of frameworks like Lean, Prince2, ITIL4, IT4IT, Six Sigma
* Negotiation and influencing skills
* Understanding of Agile, Scrum, and DevOps concepts
* Problem-solving skills, especially around blockers
* Experience with cloud technologies is advantageous
Work Eligibility:
Applicants must be Australian Citizens willing to undergo the Australian Government Security Vetting process.
At Deloitte, we foster a diverse and inclusive environment, valuing different backgrounds and experiences, and offering flexible work arrangements. We are committed to a safe and respectful workplace and support various diversity networks.
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