T&T Manager - ETP As A Service/Operate (AMS SuccessFactors - Service Delivery Lead) - MY
Deloitte Regional Services Center Sdn. Bhd. Kuala Lumpur Full-time
You will be assigned as Service Delivery Manager (SDM) to manage an Application Managed Services (AMS) team in rendering support services to our Client. In this role, you are expected
- To ensure that service delivery and service support processes are on track for the consistent delivery of a high level of client service in an effective and cost-efficient manner.
- To take accountability for service delivery performance, meeting customer expectations, and driving future demand
- To be overall responsible for the SLA Governance and Status Reporting.
- To take ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
- To ensure systems, procedures, and methodologies are in place to support outstanding service delivery
- To identify customer issues and needs by maintaining an excellent relationship with end-users and stakeholders.
- To recommend methods of improvement and seeing that actions are implemented on time for service delivery upgrades
- To mentor and guide team members in helping them attain expected standards of excellence
- To ensure team maintains documentations according to firm standards, best practices, and standard operating procedures
- To ensure team fully comply with and adhere to all the standard AMS process & procedures that are developed, and client’s IT policies that applies.
- To provide accurate and regular reports to the client and management on performance of the service delivery
- To manage all financials related to the client engagements and ensure it is accurately and timely updated. Able to manage all queries related to financials independently and work on discrepancies (if any) immediately and effectively.
- To assist in client contract management and ensure all policies and scope is understood and adhered to by all relevant team members in the engagement
- You may be assigned as a Project Manager to lead a team to deliver a mini implementation or a Change Request. In this role, you are expected
- To plan, manage, execute and deliver the work products within time, cost, quality and risk that addresses our clients’ business needs and help achieve their strategic goals
- To mentor and guide team members in helping them attain expected standards of excellence
- To ensure team maintains documentations according to firm standards, best practices, and standard operating procedures
- To manage all financials related to the client engagements and ensure it is accurately and timely updated. Able to manage all queries related to financials independently and work on discrepancies (if any) immediately and effectively
- To provide accurate and regular reports to the client and management on performance of the engagement
- You will work with diverse and talented project team members to solve problems, improve performance, and generate value for our clients across all industries
- You will uphold the firm’s standards and ethos in working with fellow team members and in your interactions with the clients.
- You will be tasked to lead and/or coach Analyst, Consultant and Senior Consultant level members.
- You may be task to mentor potential Manager candidates on Service Delivery Management and/or Project Management knowledge.
- You will lead and/or support business development efforts by contributing directly to the preparation, development of proposals, presentations and publications
Deloitte ConsultingKuala Lumpur
Title: SEA- Manager/Senior Manager, Performance Management
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