Service Operations Manager

The Service Operations Manager manages the Service Desk in maintaining clear communication through the incident life cycle with a strong focus on understanding and reporting Customer Impact. Provides leadership to the Level 1 and Level 2 Support team, responsible for incident triage. Collaborates with Level 3 and Level 4 application support teams, Program Management teams as well as Alliance/Partner supported services in the implementation of initiatives.

Establishes and maintains regular communications with executives, department heads, and end users regarding pertinent IT activities. Proactively evaluates Technical Operational Key Performance Indicators to assist in managing performance goals. Works with the Operations Leader to develop long-term strategies to enhance the delivery of IT services across the organization.

Responsibilities:

• Effectively managing, developing, and training the service desk team.
• Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
• Conducting and sharing results from service and operation performance reviews.
• Promoting the service desk with senior management and working to ensure that it is properly viewed as a core business asset.
• Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations.
• Being aware of and managing the costs of running the service desks.
• Responsible for providing smooth operations and for ensuring SLAs are fulfilled and service-desk clients are happy with the support they receive.

Qualifications:

• The ability to build a cohesive service team and to manage people effectively. This includes the ability to coach and develop the team.
• A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.
• An ability to balance and plan the short-term actions of the team.
• Knowledge and understanding of all relevant industry standards.
• Knowledge and understanding of best practices for service management.
• Strong communication skills, including the ability to be influential and persuasive with stakeholders.
• An ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk.
• A complete understanding of the Energy/Utilities business domain is ideal (nice to have)
• An ability to think critically about systems and to make adjustments consistently as needed.
  

The salary range for this position is $85,000 - $156,000, 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.