Deloitte Digital Foundry & Operate Senior Manager in Philadelphia, Pennsylvania
Customer & Marketing is creating a new model for a new age-we're an agency and a consultancy. Understanding the digital space and preparing for what's next is at our core. We help clients reimagine how profits are made, how relationships are created and managed; we reshape how work gets done and rewire the competitive fabric of entire industries. That's the power of driving disruption. That's Customer & Marketing.
The team: Digital Foundry & Operate
Our ambition is to be the best in the world at driving customer transformation through a disciplined approach which provides the continuous innovation and operation of scaled technology solutions while keeping the human experience front and center to enable commercial strategies, create distinctive experiences, and the application of digital technologies for meaningful solutions to develop and sustain relevant connections.
Work you'll do As a Digital Foundry & Operate Senior Manager, you will:
Client and Account Management: Manage day to day interactions with executive clients and sponsors, and Deloitte account team leaders.
Delivery: Manage and deliver client engagements encompassing implementation, operation, and continuous innovation of strategic technology platforms at scale. Responsibilities include, among others: managing teams in the identification of business requirements, functional design, process design (including scenario design, flow mapping), prototyping, testing, training, defining support procedures. Managing operational performance including SLAs, efficiency measures, demand planning, and profitability.
Business Development: Develop and maintain contact with top decision makers at key clients; organize and lead pursuit teams; participate and lead aspects of the proposal development process; contribute to the development of proposal pricing strategies including creative deal constructs to include Operate and potentially also Advise and Implement
People Development: Perform role of counselor and coach; provide input and guidance into the staffing process; actively participate in staff recruitment and retention activities; provide leadership and support for delivery teams and staff in local offices
Deloitte's customer and marketing practice scaled technology solutions for Sales, Service, Advertising, Marketing, and Commerce include all the major leading platforms such as Salesforce, SAP Customer Experience Cloud/Hybris, Adobe, Netsuite, Custom Full-Stack in Java and .NET, Servicenow and more
10+ years of consulting and / or Customer operate/implement experience
Experience managing large-scale full-life cycle implementations of Customer in conjunction with solution operation. Experience with defining deals with respect to operate considerations including but not limited to cost reduction, SLAs, security, stability, and asset management
Leadership experience in defining global resource/coverage mixes and plans, leverage models, productivity models, and in driving approaches for automated solutions such as ticketing and monitoring
Experience managing global service delivery from multiple centers
Experience carrying a business development quota and leading business development pursuits end-to-end; experience in payment approaches beyond fixed feed and time and material such as capacity based, outcome based, etc.
Ability to travel up to 50% (While 50% of travel is a requirement of the role, due to COVID-19, non-essential travel has been suspended until further notice)
Limited immigration sponsorship may be available
Bachelor's degree in computer science, information systems, or other technology-related field or equivalent number of years of experience
Strong understanding of SDLC methodologies (Agile, SCRUM, RUP, other)- Expertise in an industry vertical (i.e. Financial Services, Life Sciences, Manufacturing, Technology, Retail, Media, etc.)
Experience presenting to clients or other decision makers to present and sell ideas to various audiences (technical and non-technical)