As Deloitte Central Europe we are looking for an experienced client centric manager for a position in our IT department to enhance our internal client experience and improve the IT service delivery. Customer satisfaction and success is our priority, therefore a solid experience in client relationship management field is key.

Who we are looking for:

• Proven working experience in customer relationship management within a large organization;
• Excellent leadership, communication, sales, and customer service skills;
• Experience in working with various stakeholders to reach the common goal;
• Ability to communicate and build relationships within and outside department;
• Experience in service pricing and business case development;
• Working knowledge of effective vendor and process management;
• Understanding or/and experience in IT management would be a good asset;
• Previous business development and management experience may be advantageous;
• Strong creative thinking and problem-solving skills;
• Advanced written and verbal communication skills in English.

• Supervise the operational status of assigned services and enhance their delivery. Manages activities, processes and suppliers to achieve the required service quality;
• Support process owners, business representatives and IT Business Partners with resolution of incidents and service changes;
• Participate on developing the service strategy for one or more services within the IT team;
• Create and maintain an annual strategy to develop and enhance the assigned services;
• Conduct regular service review meetings with business representatives and IT Business partners;
• Be a single point of contact for demand planning and demand management conversations with service owners;
• Act as an interface between Product owners, IT Business partners and IT Operations teams;
• Review business requests for service enhancements and undertakes cost evaluation, standards reviews, and prioritization;
• Contribute service descriptions and service-level agreements (SLAs) for specific services to the service catalog.

• Remote/Hybrid mode;
• Interesting, full of challenges job in the international company;
• Work environment that supports knowledge sharing, personal development and networking;
• Internal and external trainings;
• Real opportunities for growth and promotion – clear and individual career paths;
• A range of benefits (Kafeteria, private health insurance, travel insurance within Europe, contribution to Multisport card and other benefits).

Deloitte Central Europe is among the region’s leading professional services firms, providing a wide range of world-class audit, consulting, financial advisory, risk management, tax and related services to select public and private clients spanning multiple industries through nearly 8,000 people in 41 offices in 18 countries. 

The service manager is responsible for developing and delivering one or more services within the Regional Information Technology team. The role is accountable for designing, building, pricing, and enhancing the service, as well as service delivery. The role also works with business unit within Deloitte Central Europe to understand the business outcomes of the service, and with IT architects, IT operations teams and external service providers to understand the underlying technologies. The service manager tracks service KPIs to drive ongoing improvements in service delivery performance.