As a Service Excellence Manager, you will play a pivotal role in setting and maintaining high standards for the Global Shared Services provided to our member firms. You will leverage IT service management best practices to enhance service delivery and lead our Support Community of Practice. This community is a collaborative space where Deloitte Technology and member firm support subject matter experts converge to devise strategies for improving services to our Deloitte professionals.,
* Service Standards Development: Define and implement service excellence standards for Global Shared Services, ensuring alignment with Deloitte's strategic goals.
* IT Service Management: Apply IT service management best practices to optimize service delivery and performance across member firms.
* Community of Practice Leadership: Lead the Support Community of Practice, fostering collaboration among Deloitte Technology and member firm support specialists to share insights, challenges, and solutions.
* Continuous Improvement: Identify opportunities for service improvement through data analysis, stakeholder feedback, and technology advancements.
* Stakeholder Engagement: Build and maintain strong relationships with key stakeholders, including member firm leaders and technology teams, to ensure service expectations are met.
* Performance Monitoring: Develop metrics and KPIs to assess service performance and drive accountability across all support functions.
* Innovation and Best Practices: Stay abreast of industry trends and innovations, integrating relevant practices into our service delivery framework., Collaboration is central to everything we do at Deloitte. From IT to HR, marketing and more, our teams help to support the wider business in everything they do. Bringing your individual skills and specialist knowledge, you can make a far-reaching impact. Come join us.
Bachelor's degree (or equivalent) in Information Technology, Business Administration, or a related field.
* Proven experience in IT service management or service excellence roles, preferably within a large, complex organization.
* Strong knowledge of ITIL or other IT service management frameworks.
* Excellent leadership and team management skills.
* Strong analytical and problem-solving abilities.
* Exceptional communication and interpersonal skills, with the ability to influence and engage stakeholders at all levels.
* Experience leading or facilitating communities of practice or similar collaborative groups is a plus.
Preferred: · Proven experience in IT service management or service excellence roles, preferably within a large, complex organization.
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