Associate Director | Cloud Delivery | Mumbai | Engineering

Your potential, unleashed.

Indias impact on the global economy has increased at an exponential rate and Deloitte presents an opportunity to unleash and realise your potential amongst cutting edge leaders, and organisations shaping the future of the region, and indeed, the world beyond.

At Deloitte, your whole self to work, every day. Combine that with our drive to propel with purpose and you have the perfect playground to collaborate, innovate, grow, and make an impact that matters.


The team
The Deloitte South Asia strategic growth team serves as a central pillar driving growth and transformation within DSA, spanning several business lines and various technology functions. We are established as a centralized team collaborating across consulting, implementation, and operation to maintain and enhance client value offerings and services. We innovate conventional approaches, leveraging Deloitte technology, differentiated domain expertise, intellectual property, talent, and capacity to embed continuous advantage and deliver enhanced business value.
In this team, our focus is on catering to the unique needs and preferences of clients in the South Asia region. Your role within this dynamic team is essential for establishing networks and relationships across the client stakeholder ecosystem and ensuring service fulfillment. Additionally, you will collaborate closely with other Deloitte leadership and stakeholders dedicated to the client. Your contributions will involve nurturing new and existing relationships, supporting presales life cycles, and playing a pivotal role in driving the success of DSA business growth for the specific client.
You will be part of a global organization that is making a measurable impact that matters every day.
The Service Delivery Manager (SDM) plays a pivotal role in ensuring the smooth and effective delivery of services to clients. This position requires a combination of technical expertise, project management skills, and exceptional communication abilities. The SDM acts as the primary point of contact for clients, overseeing service delivery processes, managing teams, and resolving issues to maintain high levels of client satisfaction.
Responsibilities:
Client Relationship Management:

Serve as the main point of contact for clients, understanding their needs, and ensuring their expectations are met.
Build and maintain strong, long-term relationships with clients through regular communication and meetings.
Collaborate with clients to understand their business goals and align service delivery accordingly.

Service Delivery Oversight:

Develop and implement service delivery strategies and processes to ensure efficient and effective service provision.
Monitor service delivery metrics and key performance indicators (KPIs) to track performance and identify areas for improvement.
Proactively address issues and concerns raised by clients, ensuring prompt resolution and client satisfaction.


Team Management:

Lead and manage a team of service delivery professionals, providing guidance, support, and mentorship as needed.
Delegate tasks and responsibilities appropriately, ensuring team members are equipped to fulfill their roles effectively.
Foster a collaborative and positive work environment, promoting teamwork and professional development.


Project Management:

Oversee the planning, execution, and completion of service delivery projects, ensuring they are delivered on time and within budget.
Coordinate with internal teams and stakeholders to allocate resources, prioritize tasks, and manage project dependencies.
Monitor project progress and address any issues or risks that may arise during implementation.


Continuous Improvement:

Identify opportunities for process improvement and optimization within the service delivery framework.
Implement best practices and standards to enhance service quality, efficiency, and customer satisfaction.
Stay updated on industry trends and developments, incorporating relevant advancements into service delivery practices


Desired qualifications

Bachelor's degree in Business Administration, Information Technology, or a related field; Master's degree preferred.
Proven experience in service delivery management, preferably in a technology-driven environment.
Strong project management skills, with the ability to manage multiple projects simultaneously.
Excellent communication and interpersonal abilities, with a focus on building rapport and fostering positive client relationships.
Leadership experience, with the ability to motivate and inspire teams to achieve common goals.
Analytical mindset, with the ability to analyze data, identify trends, and make data-driven decisions.
Knowledge of service management frameworks such as ITIL (Information Technology Infrastructure Library) is a plus.
Certification in project management (e.g., PMP, PRINCE2) is desirable.


Location and way of working

Base location: Mumbai
This profile involves frequent travelling to client location in Mumbai


Your role as a leader

We expect our people to embrace and live our purpose by challenging themselves to identify issues that are most important for our clients, our people, and for society.

In addition to living our purpose, leaders across our organization must strive to be:


Inspiring - Leading with integrity to build inclusion and motivation
Committed to creating purpose - Creating a sense of vision and purpose
Agile - Achieving high-quality results through collaboration and Team unity
Skilled at building diverse capability - Developing diverse capabilities for the future
Persuasive / Influencing - Persuading and influencing stakeholders
Collaborating - Partnering to build new solutions
Delivering value - Showing commercial acumen
Committed to expanding business - Leveraging new business opportunities
Analytical Acumen - Leveraging data to recommend impactful approach and solutions through the power of analysis and visualization
Effective communication Must be well abled to have well-structured and well-articulated conversations to achieve win-win possibilities
Engagement Management / Delivery Excellence - Effectively managing engagement(s) to ensure timely and proactive execution as well as course correction for

the success of engagement(s)

Managing change - Responding to changing environment with resilience
Managing Quality & Risk - Delivering high quality results and mitigating risks with utmost integrity and precision
Strategic Thinking & Problem Solving - Applying strategic mindset to solve business issues and complex problems
Tech Savvy - Leveraging ethical technology practices to deliver high impact for clients and for Deloitte
Empathetic leadership and inclusivity - creating a safe and thriving environment where everyone's valued for who they are, use empathy to understand others to adapt our behaviours and attitudes to become more inclusive.


How youll grow

Connect for impact

Our exceptional team of professionals across the globe are solving some of the worlds most complex business problems, as well as directly supporting our communities, the planet, and each other. Know more in our Global Impact Report and our India Impact Report.

Empower to lead

You can be a leader irrespective of your career level. Our colleagues are characterised by their ability to inspire, support, and provide opportunities for people to deliver their best and grow both as professionals and human beings. Know more about Deloitte and our One Young World partnership.

Inclusion for all

At Deloitte, people are valued and respected for who they are and are trusted to add value to their clients, teams and communities in a way that reflects their own unique capabilities. Know more about everyday steps that you can take to be more inclusive. At Deloitte, we believe in the unique skills, attitude and potential each and every one of us brings to the table to make an impact that matters.




Drive your career

At Deloitte, you are encouraged to take ownership of your career. We recognise there is no one size fits all career path, and global, cross-business mobility and up / re-skilling are all within the range of possibilities to shape a unique and fulfilling career. Know more about Life at Deloitte.


Everyones welcome entrust your happiness to us

Our workspaces and initiatives are geared towards your 360-degree happiness. This includes specific needs you may have in terms of accessibility, flexibility, safety and security, and caregiving. Heres a glimpse of things that are in store for you.


Interview tips

We want job seekers exploring opportunities at Deloitte to feel prepared, confident and comfortable. To help you with your interview, we suggest that you do your research, know some background about the organisation and the business area youre applying to. Check out recruiting tips from Deloitte professionals.