Service Manager - Melbourne

About us

Join a high performing culture of talented people, who are highly motivated and passionate about building and implementing information based solutions. We are innovative and different because YOU are… we pride ourselves on our team of diverse, high performing Deloitte Professionals who are talented, supportive, inclusive and social - and who are at the heart of our success. Our aim is to ensure that all our people feel comfortable to bring their whole selves to work, and as a result, create a workplace that encourages the true spirit of 'And different'.

From day one at our firm you’ll be considered part of the Deloitte community and our development and career progression framework will help you develop the skills and capabilities you need to succeed - in every sense of the word. At Deloitte, we assume that you perform other roles within your life….you could be a student, a teacher, a passionate hobbyist and a caring family member. We recognise the importance of balance and embrace agility, understanding that this means different things to each and every one of our employees.

About the team

At Deloitte Operate, we take pride in delivering value into customer technology and business operations; through comprehensive Cloud, Platform, Application and Business Insight specialist support services, with a core focus on service delivery & management. The Operate formula of "Integration - Automation - Optimisation" provides customers with the increased value, transparency and flexibility they need in a trusted service provider. Through Deloitte Operate, clients can differentiate their own services by leveraging our mature IT Service Management capabilities and augmenting their teams by partnering with our best people, processes and technologies required to deliver managed support services and business insights at scale”.

About the role

Overall responsibility for the BAU service management team, technical account management team and face of Deloitte’s managed services’ delivery strategy with the client’s business, using industry standard best practices (based on ITIL, ISO27K / CoBIT etc.).This role reports into the customer delivery and operations manager.

The Service Manager will be responsible for accomplishing the following:

  • Accountable for the strategy, development and quality of Deloitte Operate’s Service Management and the client’s service delivery capability.
  • Maintain client engagement accountability and relationship along with responsibility of existing QoS and continuous improvement in IT Service Management (ITSM) practise; and reporting on Key Performance Indicators (KPIs) related to service delivery and operations.
  • Active Client CxO and Executive stakeholder liaison and driver in underlying delivery operations process and infrastructure, to direct continuous improvements across the supporting teams in alignment with customer contract/statement of work, Service Level Agreements (SLAs), and Operating Level Agreements (OLAs) and compliance requirements.
  • Accountable for maintaining the Audit and security compliance posture of the overall client environment.
  • Develop strategic, operational service delivery and ITIL process maturity via CSI.
  • Partner and collaborate with other Deloitte Specialist Technical Operations (STO) teams to deliver a holistic ITSM collaterial with a coordinated set of goto market capabilities.
  • Own and provide direction in, specific ITIL areas but not limited to, Service Catalogue to maintain services, Service Portfolio Management, Financial Management, Contract Management, Service Operations processes and functions, Business continuity management and Vendor Management


  • A Bachelors / Master’s Degree or any equivalent qualification preferably majoring in computer science.
  • ITIL V3™ Foundation Certified and Intermediate level (preferred)
  • A minimum of 6 Years in Infrastructure or AMS Operations role.
  • A minimum of 8 years of professional work experience in the service delivery / managed services/ service operations.
  • A Project Management certification (PRINCE2 / PMP / Scrum) would be an advantage.

Work Entitlement

An Australian Citizen or Permanent Resident

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