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Service Delivery Manager

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Date Posted: Nov 19, 2020

Reference Code: 57151-en_US

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

Be encouraged to deepen your technical skills…whatever those may be.
Have many careers in one Firm.
Partner with clients to solve their most complex problems


Service Delivery Manager

What will your typical day look like?


<span style="font-family:"Verdana",sans-serif">The Service Delivery Manager (SDM) is responsible for managing Application Management Services (AMS) digital technology engagements. Reporting to Engagement Partners and Account Managers, the SDM is expected to carry out the following activities:

  • <span style="font-family:"Verdana",sans-serif">Engagement Delivery – manage 24x7 operations support teams to exceed client expectations, bring Managed Services and Operations expertise to the client and to the team, meet agreed-upon Service Level Agreements and KPIs, provide performance reporting to client, perform resource planning, manage project financials and resolve issues
  • <span style="font-family:"Verdana",sans-serif">Business Development – participate in client RFPs and proposals, develop re-usable collateral that can be used in other AMS engagements, stay abreast of latest technology to provide on-going advice to clients, lead automation and innovation activities, develop client references through building trust and exceeding expectations
About the team


<span style="font-family:"Verdana",sans-serif">Deloitte Digital's vision is simple. We empower our clients to re-imagine how they connect and engage with their customers. Our aim is to be a global leader in driving digital transformation using digital platforms. By redefining the customer's digital journey, clients can look forward to stronger brand loyalty, a better a customer relationship, and a sales process so personal it feels effortless.

<span style="font-family:"Verdana",sans-serif">The Advertising, Marketing and Commerce team delivers and deploys strategy, design, implementation and support of web content management, digital asset management, and other technology solutions in the digital marketing and content space.

Enough about us, let’s talk about you


<span style="font-family:"Verdana",sans-serif">You are someone who is:

  • <span style="font-family:"Verdana",sans-serif">A minimum of a Bachelor’s Degree in Business, Engineering, Computer Science or other related discipline
  • <span style="font-family:"Verdana",sans-serif">A minimum five (5) years of experience in an operations management capacity and working with diverse and global teams
  • <span style="font-family:"Verdana",sans-serif">Advanced knowledge of Application Management and Operations principles including ITIL, CMMi, ITSM tools, etc.  Advanced knowledge of different support models and support processes including incident mgmt, problem mgmt, release mgmt, change mgmt, SLA/KPI mgmt, etc.)
  • <span style="font-family:"Verdana",sans-serif">Advanced project management experience, comfortable working with matrix reporting structures
  • <span style="font-family:"Verdana",sans-serif">Proven ability to lead multiple workstreams simultaneously in a fast-paced, complex environment

Why Deloitte?

Launch your career with The One Firm where you can make an impact that matters in a way that you never thought possible. With endless opportunities at every turn, and a culture built to support and develop our people to be the very best they can be, Deloitte is The One Firm for you to learn, grow, create, connect, and lead. We do this by making three commitments to you:

  • You will lead at every level: We grow the world’s best leaders so you can achieve the impact you seek, faster.
  • You can work your way: We give you the means to be flexible in how you need and want to work, and we have innovative spaces, arrangements and the mindset to help you be wildly successful.
  • You will feel included and inspired: We create a deep sense of belonging where you can bring your whole self to work.

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!  We encourage you to connect with us at if you require an accommodation in the recruitment process, or need this job posting in an alternative format. 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.

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