Service Excellence Portfolio Management Leader
Deloitte, Scotland-wide
Service Excellence Portfolio Management Leader
Salary Not Specified
Deloitte, Scotland-wide
- Full time
- Permanent
- Remote working
Posted 3 days ago, 9 Nov | Get your application in today.
Closing date: Closing date not specified
job Ref: 961b8aedb0214f10aae631d3a8e270bf
Full Job Description
- 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.
Bachelor's degree in information systems and/or equivalent work experience - Relevant experience in a leadership role in a large, diverse, professional work environment
- 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
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