Service Excellence Portfolio Management Leader, Deloitte Global Technology

Job Type: Permanent
Work Model: Remote
Reference code: 127023
Primary Location: Toronto, ON
All Available Locations: Toronto, ON; Burlington, ON; Calgary, AB; Edmonton, AB; Fredericton, NB; Halifax, NS; Kitchener, ON; Moncton, NB; Ottawa, ON; Regina, SK; Saint John, NB; Saskatoon, SK; St. John's, NL; Vancouver, BC; Victoria, BC

Our Purpose

At Deloitte, we are driven to inspire and help our people, organization, communities, and country to thrive. Our Purpose is to build a better future by accelerating and expanding access to knowledge. Purpose defines who we are and gives us reason to exist as an organization.

By living our Purpose, we will make an impact that matters.

• Enjoy flexible, proactive, and practical benefits that foster a culture of well-being and connectedness.
• Experience a firm where wellness matters.
• Be expected to share your ideas and to make them a reality.

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What will your typical day look like?

Main Responsibilities:

• Drive a regular assessment of service in the Deloitte Technology (DT) service portfolio to validate services being offered are still relevant and warranted, while validating associated service types.
• Alignment/adoption of service portfolio concepts (Service terms, enrollments, budgets, SLAs, etc.) to all service areas in DT
• Coordinate and manage technology , application and vendor service enrollments in alignment with TSSA applicable operating models (Common, Elective, SoW)
• Service Portfolio website ownership and evolutions in alignment with overall DTX Platform strategy
• Coordinate the development, publication and ongoing lifecycle management of service terms for each of DTs technology and applications services in alignment with the TSSA
• Own and coordinate activities related to add/changes/deletes of service in service portfolio in alignment with required governance bodies
• Represent customer needs to service teams to drive ongoing alignment with customers on services and service terms to meet business needs
• Provide ongoing thought-leadership to DT and DTTL on service portfolio management to further mature the service catalog in alignment with industry best practices and Deloitte’s strategy
• Ongoing consultation with OGC, Finance, Tax and Service teams for alignment to overarching Technology Shared Service Agreement including optimization of enrollment, SoW and other legal constructs to bind consumers to services.
• Provide a complete, correct, compliant inventory with associated meta data (unit costs, SLAs, cost recovery methodology, service types, etc) for all application, technology and vendor services in the CMDB
• Alignment of ServiceNow ecosystem (e.g., CMDB) with Service Portfolio to ensure accurate and consistent report of service quality/health of service
• Drives alignment of services terms with service owner and customer expectations
• Coordinate activities to provide alignment of services with related operating budgets, including fee schedules, Statement of works across DT and Global Finance.

About the team

Deloitte Technology Services works at the forefront of technology development and processes to support and protect Deloitte around the world. In this truly global environment, we operate not in "what is" but rather "what can be" to help Deloitte deliver and connect with its clients, its communities, and one another in ways not previously conceived.

Enough about us, let’s talk about you

Qualifications

• Bachelor’s degree in information systems and/or equivalent work experience
• 3+ years in a leadership role in a large, diverse, professional work environment
• 5+ years of relevant professional experience in a large, diverse, multi-location, global network
• ITiL expertise including extensive experience and knowledge of service portfolio management, service level management.
• Working knowledge of ServiceNow including Configuration Management Database (CMDB), Service Portfolio Management and IT Service Management
• Influencing, negotiating, diplomacy, cultural awareness
• Strong program delivery and program management experience
• Expertise managing across a matrixed organization to deliver technology solutions and results for functional leadership and stakeholders
• Ability to analyze, understand, and communicate complex ideas across a varied audience
• Ability to broker and/or mediate differing views and needs across stakeholder groups including service consumers and providers
• Manages budget, staffing, communications (internal and external), and prioritizing competing demand

Total Rewards

The salary range for this position is $104,000 - $215,000, and individuals may be eligible to participate in our bonus program. Deloitte is fair and competitive when it comes to the salaries of our people. We regularly benchmark across a variety of positions, industries, sectors, targets, and levels. Our approach is grounded on recognizing people's unique strengths and contributions and rewarding the value that they deliver.

Our Total Rewards Package extends well beyond traditional compensation and benefit programs and is designed to recognize employee contributions, encourage personal wellness, and support firm growth. Along with a competitive base salary and variable pay opportunities, we offer a wide array of initiatives that differentiate us as a people-first organization. Some representative examples include: $4,000 per year for mental health support benefits, a $1,300 flexible benefit spending account, 38+ days off (including 10 firm-wide closures known as "Deloitte Days"), flexible work arrangements and a hybrid work structure.

Our promise to our people: Deloitte is where potential comes to life.

Be yourself, and more.

We are a group of talented people who want to learn, gain experience, and develop skills. Wherever you are in your career, we want you to advance.

You shape how we make impact.

Diverse perspectives and life experiences make us better. Whoever you are and wherever you’re from, we want you to feel like you belong here. We provide flexible working options to support you and how you can contribute.

Be the leader you want to be

Some guide teams, some change culture, some build essential expertise. We offer opportunities and experiences that support your continuing growth as a leader.

Have as many careers as you want.

We are uniquely able to offer you new challenges and roles – and prepare you for them. We bring together people with unique experiences and talents, and we are the place to develop a lasting network of friends, peers, and mentors.