Deloitte Cloud Managed Services - Service Delivery Manager in Cleveland, Ohio
Passionate about technology? Energized by Cloud transformation? Ready to take your SAP on premise services experience to Cloud? Join our SAP Cloud Managed Services program where you will be using your service delivery experience, cloud best practices, automated tooling and cyber security in a very integrated way. This will ensure Deloitte customers can focus on business enablement as you focus on managing their IT landscape.
Work you'll do
As a Service Deliver Manager, you will be the face to the client for the project-managing client communications, expectations, and escalations. You will be responsible for the managing quality delivery of Deloitte cloud solution in enterprise environments through a shared service team model. Continual improvements, innovation and automation will be part of your typical day in a life scenario at Deloitte.
Work with SDMS's and partners/ principles / managing directors to manage client relationships and communications
Notify CMS and project leadership of any potential escalations related to project delivery
Be aware of the scope of the project onboarding support responsibilities for each assigned project
Identify and facilitate all opportunities for automation
Review the completeness and quality of the project for work completed by team members
Provide status reporting for CMS tasks into the overall implementation-project reporting mechanism
Work with CMS tech lead, implementation project tech lead, and CMS architect to facilitate the design of the landscape during the build phase
Work with tech lead and Pod lead to develop a working relationship with client counterpart
Drive problem-management and continuous improvement within projects
Work with Pod leadership and CMS finance team to support financial reporting process through forecasting of resources, review of time entries, and management of infrastructure costs
Manage client relationship, communications, expectations, and escalations, including reporting (standard operations, requests, and RCAs); be the client's advocate within CMS
Develop and maintain the Service Delivery plan for the engagement
Work with DevOps resources and tech leads to improve their skills and identify growth and leadership opportunities
Work with GCO team to schedule and deliver automated reporting required by pod teams for clients and CMS leadership
Be aware of the overall technical scope and architecture for projects assigned, update regularly
Facilitate issue resolution and build tasks for DevOps team members on projects
Work with the tech lead for your projects to deliver any root-cause documents, reports, or other documentation required by the client
Work with the implementation project manager, operations lead, and tech lead to plan the delivery of the CMS project scope
Develop the Service Delivery plan for the engagement as a build-phase deliverable
Work with client counterpart and CMS tech resources to facilitate key activities, such as building milestones, patching, upgrades, DR test, and other key project tasks and milestones
Continuous focus on process efficiencies, employee engagement, client value creation
Demonstrated experience leading large projects, interpreting project requirements, and working directly with clients to develop customized solutions. At least 2 of those large projects need to be in SAP landscape.
Deep understanding of SAP technical architecture, Cloud platform and Delivery leadership
Solid experience on managing a major incident management process, strong troubleshooting expertise, problem-solving, and issue-management skills
5+ years of relevant professional experience in a large, diverse server environment where basis understanding of Virtual environment, connectivity, cloud architecture is a must.
Preferred ability and discipline to work and succeed in a fast-paced and organizationally complex environment, to effectively adapt to rapidly changing technology, and to lead and manage projects
Excellent oral and written communications ability; must be able to communicate effectively with all levels of the organization.
Bachelor-level degree in engineering, information technology, data communications, telecommunications, computer science, or equivalent educational or professional experience and/or qualifications
Certification in SAP technical platform, SAP Basis, system architecture, virtualization, or cloud technologies preferred
Experience with project financials, scope estimations, contracting process
- Limited immigration sponsorship may be available.
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As used in this posting, "Deloitte" means Deloitte Consulting LLP, a subsidiary of Deloitte LLP. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries. Certain services may not be available to attest clients under the rules and regulations of public accounting.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran statu
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.