Operational Transformation Manager - Service Management Operations, IT Infrastructure Services, Central Business Services

As the Operational Transition manager, your role is vital in coordinating the introduction of new services and updates to existing services into Deloitte IT while maintaining stability across operational IT platforms., As the Operational Transition manager, your role is vital in coordinating the introduction of new services and updates to existing services into Deloitte IT while maintaining stability across operational IT platforms.

The role primarily supports the UK, Swiss and Gibraltar geographies, with a broader North South Europe (NSE) remit to develop, improve and align the capability across these geographies.

The role requires a high level of attention to detail, understanding and ability to deliver ITIL best practice and excellent negotiation and coordination skills. The candidate will be expected to work regularly with technical and non-technical staff at all levels of seniority.

In this role you will be responsible for managing a team of process managers based in the UK and USI, and work with peers across NSE to ensure the smooth transition of new services into the live environment and manage updates to existing operational services.

Change Management

• Act as the process owner for IT Change Management, ensuring the process continues to provide oversight and governance for all planned changes.


• Ensure all requests for change meet minimum baseline criteria and are appropriately reviewed by relevant SME's


• Work with stakeholders in IT and the business to ensure that the change process remains align to current and future requirements to deliver a best-in-class service to Deloitte


Release Management

• Act as process owner to manage the end-to-end deployment of applications within the Deloitte UK and Deloitte CH desktop estates for Windows, Mac and Citrix.


• Responsibility for ensuring that all releases follow the correct process, depending on their deployment type, to minimise impact to Deloitte practitioners.


Service Transition

• Act as a quality control ensuring project and operations teams design, build and deliver controlled and fully supportable steady state services or platforms into Operations for Deloitte users, introduced via the business project lifecycle


• Interact with and support key IT teams (CBS and T&DS in the UK and/or ITS in other NSE geographies) e.g. Transition Readiness (TR) to ensure new services and platforms have a fully developed end to end support structure, including Processes, SLAs, KPIs monitoring commensurate with business requirements and priorities


• Ensure that the appropriate project methodologies are aligned to ST process/governance and applicable criteria met and achieved. Project methodologies are understood by the team and adopted where applicable e.g. Agile, Waterfall


• Working with Project Managers, Business Owners, Service/Asset Owners, Process/Pillar leads, Managed Service Partners, Operations teams and 3rd parties to ensure that projects are delivered and aligned to the GTOM framework


• Ensuring end to end criteria is agreed and proven throughout project lifecycle e.g. ensure training requirements and any other non-functional requirements are defined and delivered against the agreed Service Acceptance Criteria and other TR / ST controls and documents.


Service Management Operations

• Work with the other Service Operations managers and Service Management leadership to help shape the direction of the team, both locally and within the wider NSE team.


• Cover for absences within the team and manage escalations from senior IT leadership where applicable.


Reporting

• Produce weekly and monthly reporting cadence on the above processes, primarily for UK CBS and also the wider NSE Operations reporting structure.
  
  You're a natural at taking initiative and engaging with stakeholders. Someone who brings out the best in others and is a brilliant listener. You'll grow our business without compromising standards, integrity or culture. We're all about letting our leaders lead, so we'll give you the breathing space you need to do so.


• Ability to plan and manage own workload whilst managing upwards with excellent attention to detail


• Ability to work to tight deadlines and under competing priorities


• Innovative approach to problem solving and flexible and adaptable approach to work


• Strong analytical skills and an excellent understanding of IT


• Exceptional communication skills across ITS and wider Deloitte community


• Experience and working knowledge of other Service Management core functions and processes


• Experience and hands on knowledge of project lifecycle and project handover into operations and long term run mode and development


• Be comfortable and able to operate within multi / matrix line guidance and reporting lines
  
  Deloitte drives progress. Using our vast range of expertise, that covers audit, risk advisory, and consulting services across tax, legal, business, technology and corporate finance, we help our clients become leaders wherever they choose to compete. To do this, we invest in outstanding people. We build teams of future thinkers, with diverse talents and backgrounds, and empower them all to reach for and achieve more.


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"The amount of investment in me in terms of training and development has been incredible - it has undoubtedly helped me to progress my career."

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Our hybrid working policy

You'll be joining one of our innovative virtual communities based in UK Wide, with hybrid working. Our hybrid model enables our people to collaborate, connect and innovate in both an online and physical capacity. As well as remote working, you'll attend virtual collaboration spaces and client sites, depending on the requirements of the role., For this role we can offer coaching and support designed for returners to refresh your knowledge and skills, and help your transition back into the workplace after a career break of two years or more. If this is relevant for you, just let your recruiter know when you make your application.

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Making an impact is more than just what we do: it's why we're here. So we work hard to create an environment where you can experience a purpose you believe in, the freedom to be you, and the capacity to go further than ever before.

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Your expertise is our capability, so we'll make sure it never stops growing. Whether it's from the complex work you do, or the people you collaborate with, you'll learn every day. Through world-class development, you'll gain invaluable technical and personal skills. Whatever your level, you'll learn how to lead.

Connect to your next step

A career at Deloitte is an opportunity to develop in any direction you choose. Join us and you'll experience a purpose you can believe in and an impact you can see. You'll be free to bring your true self to work every day. And you'll never stop growing, whatever your level.

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