Application Managed Services Lead - Senior Manager

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Date: May 13, 2022

Location: Toronto, Ontario, Canada

Company: Deloitte

Job Type: Permanent 
Primary Location: Toronto, Ontario, Canada 
All Available Locations: Toronto

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.

Learn from deep subject matter experts through mentoring and on the job coaching
Leverage the Deloitte CPA Advantage program, a comprehensive support program for CPA modules and the CFE.
Be encouraged to deepen your technical skills…whatever those may be.
Build your leadership skills at Deloitte University.
Have many careers in one Firm.
Partner with clients to solve their most complex problems
Enjoy flexible, proactive, and practical benefits that foster a culture of well-being and connectedness. 
Enjoy My Benefit Dollars - a flexible benefit to support your physical, financial and emotional well-being. 
Experience a firm where wellness matters.
Experience MyFlex and an agile work environment where work is what you do not where you do it
Experience MyFlex where reduced hours or seasonal work allows you to meet your personal goals.
Build a network of colleagues for life
Have an impact that matters through pro bono and significant volunteer opportunities.
Be empowered to lead and have impact with clients, our communities and in the office.
Be expected to share your ideas and to make them a reality.
Be part of a firm that leads the way and pushes themselves to look like contemporary Canada.
Grow your network and your knowledge by joining one of our many Employee Resource Groups.

What will your typical day look like?

Every day will not be the same, but you key responsibilities include:

  • Lead multi-site AMS delivery teams who handle operations for our clients in Canada across different Microsoft products around – Azure, Dynamics 365 CE and Finance & Operations.
  • Act as escalation contact for specific service level agreement (SLA) metrics and key performance indicators (KPIs), and day-to-day process management.
  • Understand, manage and balance priorities for the AMS teams globally across multiple engagements.
  • Participate in the weekly project portfolio review and help drive continuous improvement and operational excellence.
  • Lead the sales pursuits to drive AMS growth agenda across Microsoft products.
  • Participate in pre-sales activities related to proposal development, estimation, pricing, resourcing and creating the service delivery plan.
  • Review and provide recommendations to continuously improve core AMS processes and team structure to bring synergies across the engagements and resources.
  • Ensure AMS team adherence to metrics and KPIs. Ensure those metrics are reviewed and published on a weekly basis.
  • Manage implementation of process improvements within the AMS team.
  • Mentor the AMS team to continuously improve and innovate on the job.
  • Perform periodic service reviews for multiple clients.
  • Lead service strategies for outage, RCA process and drive required communications across client stakeholders and internal Deloitte teams.

About the team

Join a group of high-performing, dynamic, driven and fun individuals working together to bring best practices and innovative ideas from around the world to our clients. We connect regionally and nationally to share experiences and ideas which have proven to help address our client’s top priorities and getting to the heart of business issues. Our community is passionate about helping each other, driving results, being the experts and voice of our clients, and developing a functional knowledge of our sectors and industries.

Enough about us, let’s talk about you

You are someone with:

•    Bachelor's degree and 15 years professional services and consulting experience as an account relationship and/or business development manager with strong marketing, sales and pursuit management.
•    Proven track record of inspiring and leading teams through complex engagements.
•    Experience working towards becoming a trusted advisor to senior leaders through experience in internal / external relationship building to increase account penetration leading to increased revenue opportunities. 
•    Success in playing a leading role within an account team framework and the ability to influence cross-functional teams (i.e. working effectively and teaming with Lead Client Service Partners, Service Line/Industry leaders, practitioners and other business development professionals). 
•    Poised, executive presence, business acumen and high articulacy.
•    An intermediate background and experience in public communications (written and verbal), project / program management, financial reporting, business marketing acumen, and supporting technology (e.g. Microsoft suite, collaboration tools, CRM).
•    10+ years of outsourcing experience with systems integrators/ consulting companies in the domain of Applications Development & Support, Infrastructure Services, and Business Process Outsourcing.
•    Proven experience working in a multi-site and global delivery model.
•    Demonstrated track record of structuring and winning deals in the $20 to $100 million range. 
•    Experience with the leading cloud architecture and cloud delivery solutions to craft of large complex managed services deals.
•    Experience developing cloud solution strategy, governance models, SLA framework. 
•    Strong client presence and professional image.  Ability to present value-based proposals to clients. 
•    Advanced negotiation and financial modeling skills.


Our shared values

While our Purpose guides us and helps explain why we exist, our shared values describe the behaviour we expect from each other at the firm.

They provide common ground to unite us across cultures and geographies. They help us to earn the trust and respect of our stakeholders. We all commit to living by these shared values, to stay true to the principles they represent, and to honour the legacy from which they came. They are what sets us apart and makes us Deloitte.

Every day, we live our Purpose through the following five shared values:

  • Lead the way: Deloitte is not only leading the profession, but reinventing it for the future. We’re also committed to creating opportunity and leading the way to a more sustainable world.
  • Serve with integrity: Deloitte has earned the trust of employees, clients, regulators, and the public for 175 years. Upholding that trust is our single most important responsibility.
  • Take care of each other: We look out for one another and prioritize respect, fairness, development, and well-being.
  • Foster inclusion: We are at our best when we foster an inclusive culture and embrace diversity in all forms. We know this attracts top talent, enables innovation, and helps us deliver well-rounded client solutions.
  • Collaborate for measurable impact: We approach our work with a collaborative mind¬set, teaming across businesses, geographies, and skill sets to deliver tangible, measurable, attributable impact.

The next step is yours

Sound like The One Firm. For You? 

At Deloitte, we are all about doing business inclusively – that starts with having diverse colleagues of all abilities. Deloitte encourages applications from all qualified candidates who represent the full diversity of communities across Canada. This includes, but is not limited to, people with disabilities, candidates from Indigenous communities, and candidates from the Black community in support of living our values, creating a culture of Diversity Equity and Inclusion and our commitment to our AccessAbility Action PlanReconciliation Action Plan and the BlackNorth Initiative.

We encourage you to connect with us at if you require an accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms or other accommodations). We’d love to hear from you!

By applying to this job you will be assessed against the Deloitte Global Talent Standards. We’ve designed these standards to provide our clients with a consistent and exceptional Deloitte experience globally.
Deloitte Canada has 30 offices with representation across most of the country. We acknowledge our offices reside on traditional, treaty and unceded territories as part of Turtle Island and is still home to many First Nations, Métis, and Inuit peoples. We are all Treaty people.

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