T&T Manager - ETP As A Service/Operate (Model N) - MY

Are you ready to unleash your potential?

At Deloitte, our purpose is to make an impact that matters for our clients, our people, and the communities we serve. 

We believe we have a responsibility to be a force for good, and WorldImpact is our portfolio of initiatives focused on making a tangible impact on society’s biggest challenges and creating a better future. We strive to advise clients on how to deliver purpose-led growth and embed more equitable, inclusive as well as sustainable business practices. 

Hence, we seek talented individuals driven to excel and innovate, working together to achieve our shared goals. 

We are committed to creating positive work experiences that foster a culture of respect and inclusion, where diverse perspectives are celebrated, and everyone is recognised for their contributions.

Ready to unleash your potential with us? Join the winning team now! 

Work you’ll do

• 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

Your role as a leader

At Deloitte, we believe in the importance of empowering our people to be leaders at all levels. We connect our purpose and shared values to identify issues as well as to make an impact that matters to our clients, people and the communities. Additionally, Managers across our Firm are expected to:

• Demonstrate a strong commitment to personal learning and development.
• Understand how our daily work contributes to the priorities of the team and business.
• Understand the set expectations and demonstrate accountability in keeping personal performance on track.
• Actively focus on developing effective communications and relationship-building skills with stakeholders, clients and team.
• Demonstrate an appreciation for working with others.
• Understand what is fundamental to Deloitte’s success as a business.
• Demonstrate integrity and an awareness of strengths, differences, and personal impact.
• Develop their understanding of Deloitte and offer a fresh perspective.

Requirements:

• Have at least 10 - 14 years’ relevant experience managing the application support team and/or have full cycle experience project managing the implementation of Model N
• Have the ability to lead and manages cross functional teams, fosters collaboration within team, external vendors and the stakeholders effectively to drive project success, service quality and client satisfaction.
• Able to project plan, perform risk management, incident management, problem management and change management.
• Able to manage the financial aspect of the service delivery, and/or manage the project financials
• Have sound business acumen, team work, leadership qualities and effective communication throughout the service delivery lifecycle and/or project delivery lifecycle.
• Have good understanding of service delivery management lifecycle processes and/or traditional waterfall or Agile project delivery methodology
• Certified in ITIL or Project Management (e.g., PMP, PRINCE or Agile) is an added advantage
• Good command of English Language. Ability to speak and/or write other languages will be an added advantage. Example: Mandarin, Bahasa Malaysia/Indonesia, Thai, Vietnamese, Korean, Japanese, etc.
• Have experience participating in sales pursuits, doing pursuit presentations
• An appreciation of the consulting lifestyle and ability to travel (both locally and abroad) is a pre-requisite to fit to our short-term and long-term project assignment

Due to volume of applications, we regret that only shortlisted candidates will be notified.

Please note that Deloitte will never reach out to you directly via messaging platforms to offer you employment opportunities or request for money or your personal information. Kindly apply for roles that you are interested in via this official Deloitte website.