Assistant Service Manager, Deloitte Global Technology

Job Type:Permanent
Work Model:Hybrid
Reference code:127660
Primary Location:Toronto, ON
All Available Locations:Burlington, ON; Calgary, AB; Halifax, NS; Ottawa, ON; Vancouver, BC

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.

• Enjoy flexible, proactive, and practical benefits that foster a culture of well-being and connectedness.
• Experience a firm where wellness matters.
• Be expected to share your ideas and to make them a reality.

Deloitte Global is the engine of the Deloitte network. Our professionals reach across disciplines and borders to develop and lead global initiatives. We deliver strategic programs and services that unite our organization.

What will your typical day look like?

We are seeking a dedicated and experienced Service Analyst to join our Deloitte Technology team. The successful candidate will be responsible for ensuring that the Global Shared Services we provide to our member firms meet their needs and deliver the agreed levels of quality and service excellence. The Service Analyst will play a critical role in maintaining strong relationships with stakeholders, managing service delivery, and driving continuous improvement.

Key Responsibilities:

• Service Management:
  • Monitor service performance and ensure compliance with agreed service levels, KPIs, and quality standards.
  • Identify and mitigate potential risks and issues related to service delivery.

• Stakeholder Engagement:
  • Build and maintain strong relationships with member firms and key stakeholders.
  • Act as the primary point of contact for service-related inquiries and escalations.
  • Conduct regular service reviews and facilitate feedback sessions to understand client needs and expectations.
• Continuous Improvement:
  • Coordinate initiatives to improve service delivery processes, enhance efficiency, and drive innovation.
  • Identify opportunities for cost optimization and resource utilization.
  • Implement best practices and industry standards to elevate service quality.

• Reporting and Documentation:
  • Prepare and present regular service performance reports to stakeholders.
  • Maintain accurate documentation of service processes, policies, and procedures.

About the team

Deloitte Technology works at the forefront of technology development and processes to support and protect Deloitte around the world. In this truly global environment, we operate not in "what is" but rather "what can be" to help Deloitte deliver and connect with its clients, its communities, and one another in ways not previously conceived.

Enough about us, let's talk about you

• Bachelor's degree in Information Technology, Business Administration, or a related field; advanced degree preferred.
• At least 2 years of proven experience in service management, preferably within a global or professional services environment.
• Strong understanding of ITIL or other service management frameworks.
• Excellent communication and interpersonal skills, with the ability to engage effectively with diverse stakeholders.
• Demonstrated ability to lead and motivate teams in a fast-paced environment.
• Strategic thinking and problem-solving skills, with a focus on continuous improvement.

Preferred:

• At least 4 years of proven experience in service management, preferably within a global or professional services environment.

Total Rewards

The salary range for this position is $69,000 - $114,000, and individuals may be eligible to participate in our bonus program. Deloitte is fair and competitive when it comes to the salaries of our people. We regularly benchmark across a variety of positions, industries, sectors, targets, and levels. Our approach is grounded on recognizing people's unique strengths and contributions and rewarding the value that they deliver.

Our Total Rewards Package extends well beyond traditional compensation and benefit programs and is designed to recognize employee contributions, encourage personal wellness, and support firm growth. Along with a competitive base salary and variable pay opportunities, we offer a wide array of initiatives that differentiate us as a people-first organization. Some representative examples include: $4,000 per year for mental health support benefits, a $1,300 flexible benefit spending account, 38+ days off (including 10 firm-wide closures known as "Deloitte Days"), flexible work arrangements and a hybrid work structure.

Our promise to our people: Deloitte is where potential comes to life.

Be yourself, and more.
We are a group of talented people who want to learn, gain experience, and develop skills. Wherever you are in your career, we want you to advance.

You shape how we make impact.
Diverse perspectives and life experiences make us better. Whoever you are and wherever you're from, we want you to feel like you belong here. We provide flexible working options to support you and how you can contribute.

Be the leader you want to be
Some guide teams, some change culture, some build essential expertise. We offer opportunities and experiences that support your continuing growth as a leader.

Have as many careers as you want.
We are uniquely able to offer you new challenges and roles - and prepare you for them. We bring together people with unique experiences and talents, and we are the place to develop a lasting network of friends, peers, and mentors.

The next step is yours

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 Plan , Reconciliation Action Plan and the BlackNorth Initiative .

We encourage you to connect with us at accessiblecareers@deloitte.ca if you require an accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms or other accommodations) or indigenouscareers@deloitte.ca for any questions relating to careers for Indigenous peoples at Deloitte (First Nations, Inuit, Métis).

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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