Consulting - AMS - Service Delivery Manager/ Project Controller

  • 20 Woodlands Dr, Woodmead, Sandton, 2191, South Africa
  • Full-time

Company Description

About Deloitte

Deloitte is the largest private professional services network in the world. Every day, approximately 220,000 professionals in more than 150 countries demonstrate their commitment to a single vision: to be the standard of excellence, while working towards one purpose – to make an impact that matters.

In South Africa, Deloitte is one of the leading professional services organisations, specialising in providing Audit, Tax, Consulting, Risk Advisory and Corporate Finance services. We serve clients in a variety of industries from financial services, to consumer business, energy, mining and manufacturing, tourism and the public sector, and we provide powerful business solutions to some of the world's most well-known and respected companies, including more than 80 percent of the Fortune 100.

Our professionals are unified by a collaborative culture that fosters integrity, outstanding value to markets and clients, commitment to each other, and strength from cultural diversity. They are dedicated to strengthening corporate responsibility, building public trust, and making a positive impact in their communities. We understand that our professionals hold interests outside of the workspace and we aim to encourage work/life balance, supporting them in all aspects of their lives.

Our talented professionals and our clients understand the link between a strong learning and development programme and the ability for Deloitte to deliver on its promise of consistent, high-quality service delivery worldwide.

Whatever your age, gender or culture, take your career to the next level with the talents and capabilities you will develop at Deloitte.

About the Division

Deloitte’s Operations Transformation practice helps clients implement their corporate strategy and accomplish their business objectives. We partner at the heart of business of our clients to drive business excellence through deep industry knowledge and insights led digital expertise.

Connecting strategy to operations, delivering lasting impact. Our global network of professionals draws on the strength of Deloitte’s full suite of professional services and industry experience to focus solutions on the real issues affecting businesses today.

Our professionals need to have the acumen to handle complex situations and multiple responsibilities simultaneously, balancing long-term projects with the urgency of immediate operational demands. We are committed to establishing and empowering the firm by establishing an environment of continuous learning and enriching career opportunities.

Job Description

Service Delivery Manager/ Project Controller

What impact will you make?

Every day, your work will make an impact that matters, while you thrive in a dynamic culture of inclusion, collaboration and high performance. As the undisputed leader in professional services, Deloitte is where you’ll find unrivaled opportunities to succeed and realize your full potential.

Main Purpose of Job

The main objective of this position is to provide overall leadership, control and decision making as well as taking responsibility for the Service delivery teams and ensuring that IT policies and procedures are adhered to and maintained accordingly.

The incumbent will be responsible for establishing relationships and understanding of the clients business and needs to identify, qualify and unlock net new revenue opportunities.

Further to this the incumbent would be required to fully understand the contractual requirements and commitments

  • Key Performance areas

  • Strategic Impact

  • Monitor and control the sourcing, travel and on-boarding of resources on projects;

  • Create, manage and staff resources on projects;

  • Monitor and control time capture and time approval of consultants on projects;

  • Monitor and control project costs and protect project margins;

  • Ensure governance is followed if and when adjustments are required to the planned/base-lined budget;

  • Create, manage and close vendor (third party and partner) purchase orders;

  • Approve Billing of projects;

  • Monitor, control and report on financial aspects of the project: budgeting and estimate to actual variance;

  • Communicate and/or escalate relevant financial impacts to the project – and delivery managers;

  • Proactively manage project stakeholders i.e. Shared Services, Project Managers, Project Administrators, Shared Services, Finance Controlling etc.

  • Closing Projects: Project sign-off, revenue fully recognition, fully invoiced, Vendor Purchase Orders closed, Sales Order Closed.

  • Supports the Senior Manager on delivery of designated engagement / project, managing the implementation of the agreed deliverables

  • Tracks outputs against Service Level Agreement and reports to Senior Manager on any unforeseen issues arising

  • Seeks to identify additional sales opportunities in client business

  • Assists in the preparation of proposals/tenders and presentations on request

  • Is a support resource in planning of sales presentations and client negotiation teams for new and retained business

  • Develops market network in business and builds relationships that generate leads

  • Builds relationships across Deloitte  service lines to understand broader offerings and seeks opportunities for cross-selling

  • Generates innovative solutions on projects / engagements in collaboration with team members to enhance / renew service offerings to client

  • Client Impact: External / Internal

  • Manages day-to-day deliverables of team on   client engagements / projects

  • Proactively identifies client service and  technical issues and implements resolutions to address these

  • Develops productive working relationships with client teams

  • Builds network of relationships across Deloitte to understand other service line offerings and to market own functional area

  • Establishes and maintains good working  relationships with external clients across industries

  • Participates in thought leadership process and shares functional and industry knowledge and expertise with clients, colleagues and teams

  1. Operational Effectiveness

  • Leads  delivery of team based on the SLA and identifies and addresses any areas of concern in outputs

  • Manages engagement/project risk to ensure that the firm’s risk policies as well as risk to client confidentiality is aligned at all times

  • Consistently reviews and analyses standard and quality of team deliverables and implements changes as necessary

  • Meets regularly with client and client teams to understand issues, anticipate needs and address these

  • Keeps Senior Manager updated on status of engagement 

  • Communicates need for any changes in engagement / project plan to Senior Manager for discussion with Engagement sponsor / client

  • Provides ongoing communication to teams on status of engagement / project, changes, achievements, etc.

  • Drives Deloitte values of exceptional service to clients, growing the firm’s brand and talent development

  1. Development/Growth of Team

  • Shares expertise and knowledge with team members and counselees on an ongoing basis

  • Develops good working relationships with key talent in team

  • Monitors resource requirements for engagement and communicates to Senior Manager the need for increase / decrease in team headcount

  • Maintains own development and knowledge in specialised area

  1. Budgets / Profitability

  • Manages engagement budget through accurate budgeting,  cost control and profitability management

  • Monitors that time and expenses on engagement are accurately recorded and submitted weekly

  • Manages WIP on engagement and ensures billings are timeously done and collections followed up

  1. Specialized Competencies

  • Monitoring Delivery

  • People management and mentorship

  • KPI measurement monitoring and reporting

  • Resource managing and scheduling (Analytical/Decision Making capabilities 

  • Customer orientation and responsiveness

Leadership / Behavioural Capabilities

  • Living our Purpose - Acts as a role model, embracing and living our purpose and values, and recognizing others for the impact they make

  • Influence - Influences clients, teams, and individuals positively, leading by example and establishing confident relationships with increasingly senior people

  • Performance drive - Delivers exceptional client service; maximizes results and drives high performance from people while fostering collaboration across businesses and borders

  • Strategic direction - Understands key objectives for clients and Deloitte, aligns people to objectives and sets priorities and direction

  • Talent development - Develops high-performing people and teams through challenging and meaningful opportunities

Cross-Consulting Capabilities

  • Delivery Excellence - Ability to plan and execute a project to deliver a superior client experience

  • Knows the Business and Sector - Ability to comprehend how the client’s business works and keep up-to-date on industry/sector trends and leading practices

  • Analytical Thinking & Problem Solving - Ability to identify and solve problems objectively using analysis, experience and judgment

  • Financial Acumen - Ability to incorporate financial information when evaluating business opportunities and making recommendations

  • Executive Presence - Ability to develop relationships, establish credibility with and instill confidence in clients

  • Global Mindset - Ability to leverage cross-geography insights and practitioners to enhance client service delivery

  • Business-Technology Acumen - Ability to articulate how technology enables and differentiates the business and communicate this effectively to clients

Service Line Specialised Capabilities

  • Thinks Innovatively - Ability to integrate end-user needs, technical possibilities and business requirements to solve complex problems

  • Analyzes the External Environment - Ability to analyze trends and technologies and apply insights to assess the impact and value on the business



Qualifications & Experience required

  • Required

  • Relevant Degree

  • 10 years working experience

  • Project Management Principles, Business Acumen, Contract Terminology, Problem Solving, Financial Management

  • Manage projects with top-down oversight throughout entire execution to ensure success as defined by adherence to standards of scope, budget and timeline.

  • Project Management methodology (PMBOK / Prince2 / Agile)

  • Preferred

  • Preferably a degree in Information Systems or Computer Science, or equivalent certification/experience 

  • Key Competencies required:

  • Technical Competencies

  • Conduct monthly forecasts for planning and budgeting purposes

  • Maintain a consolidated view of operational costs and risks across lines of service which includes performing financial analysis

  • Manage Efficiency of Service Delivery

  • Manage billability and productivity ratio of resources

  • Ensure accurate and timeous capturing of timesheets and absences on SAP by resources

  • Establish relationships and understanding of the clients business and needs to Identify, qualify and unlock net new revenue opportunities

  • Customer Perspective

  • Responsible for the achievement of contracted SLAs per service

  • Facilitate the contract and service management reporting and submit to clients according to the negotiated schedule

  • Present the contract and service management reporting monthly in the respective client forums

  • Regular client interaction regarding service management and SLAs to ensure effective engagement with the client in accordance with the account engagement model

  • Manage business as usual deployments and business requirements/issues to ensure operational targets are achieved

  • Ensure that IT technical, applications and  operations management activities are satisfactorily performed within agreed time lines and with due regard to accepted ways of work

  • Establish and maintain good business relationships with key stakeholders

  • Engage with customers and resolve issues satisfactorily to ensure the retention of clients through contract renewal

  • Escalation Management

  • Analyse the operational environment to identify trends and patterns that require problem investigation by using incident data

  • Monitor environment and recommend/action improvements

  • Develop well formulated service improvement plans (SIPs) together with Contracts Manager, guiding what should be done in order to address client improvement requirements

  • Ensure that improvement initiatives identified in service reviews are acted upon and progress reports are provided as required

  • Provide leadership and control for approved service improvement efforts

  • Identify and match value propositions to the client's needs to show value for the client

  • Develop relationships and communication mechanisms with vendors

  • Custodian of knowledge and expertise related to delivery management

  • Internal Perspective

  • Prepare service management reporting per portfolio, highlighting SLA achievement, service penalties and progress on SIP’s as negotiated with the Regional Operations and Key Account Managers

  • Ensure appropriate competency and capacity level to support client

  • Responsible for all people management related activities for team

  • Ensure all employees are trained and competencies assessed as per client service requirement

  • Ensure performance contracts and performance assessments are completed for teams within agreed timeframes (if applicable)

  • Expert in field with sound industry and business knowledge

  • Develop strategy roadmaps using accepted best practices and proactively look for continues improvement opportunities.

  • Provides SAP BASIS planning & support for projects & operations. Adhere to SAP design principles & technical architecture standards.

  • Behavioural Competencies

  • Excellent communication skills, both written and verbal

  • Effective interpersonal and relationship building skills

  • Good mentorship and coaching ability with desire to develop self and others

  • Strong client delivery focus

  • Adaptable, managing change and ambiguity with ease

  • Focus on quality and risk

  • Sound problem solving ability


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