Connect to your Industry
Deloitte is a leading global provider of audit and assurance, consulting, financial advisory, risk advisory, tax, and related services. With a global network of member firms in more than 150 countries and territories, Deloitte brings world-class capabilities and high-quality service to clients, delivering the insights they need to address their most complex business challenges. Our purpose is to make an impact that matters.
Connect to your career at Deloitte
Deloitte drives progress. Using our vast range of expertise, we help our clients' become leaders wherever they choose to compete. To do this, we invest in outstanding people. We build teams of future thinkers, with diverse talents and backgrounds, and empower them all to reach for and achieve more.
What brings us all together at Deloitte? It’s how we approach the thousands of decisions we make every day. How we behave, our beliefs and our attitudes. In other words: our values. Whatever we do, wherever we are in the world, we lead the way, serve with integrity, take care of each other, foster inclusion, and collaborate for measurable impact. These five shared values lead every decision we make and action we take, guiding us to deliver impact how and where it matters most.
Connect to your opportunity
You will lead the day-to-day operation of the OperateHub Service Desk, managing a team of Level 1 / Level 1.5 Service Desk Analysts supporting client-facing managed services. The role will be accountable for service quality, SLA performance, escalation management, team capability, operational reporting, and continuous improvement.
Key responsibilities include:
Team Leadership & Management:
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Lead, mentor, and develop a team of Service Desk Analysts, fostering a culture of high performance, collaboration, and continuous learning.
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Conduct regular performance reviews, set clear objectives, and provide constructive feedback to team members.
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Manage rota planning, queue health and capacity risks to ensure appropriate coverage and consistent service performance
Service Delivery & Operations:
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Oversee the day-to-day operations of the Service Desk, ensuring all tickets are managed efficiently and effectively within agreed Service Level Agreements (SLAs).
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Act as an escalation point for complex issues and challenging client situations, ensuring timely resolution and communication.
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Implement and maintain robust incident, problem, and request management processes in line with ITIL best practices.
Performance Monitoring & Reporting:
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Define, monitor, and report on key performance indicators (KPIs) and metrics for the Service Desk, identifying trends and areas for improvement.
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Prepare regular reports for senior management on service desk performance, achievements, and challenges.
Process Improvement & Optimisation:
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Identify and deliver improvement initiatives that reduce repeat contacts, improve first-contact resolution, increase knowledge reuse and enhance the client experience.
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Ensure the team follows agreed security, data handling, access management and client-specific procedures, escalating risks or control gaps promptly.
Stakeholder Management:
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Collaborate closely with other teams to ensure seamless end-to-end service delivery and problem resolution.
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Build strong relationships with internal business stakeholders to understand their needs and align service desk offerings accordingly.
Technology & Tools:
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Leverage and optimise Service Management tools (e.g., ServiceNow) to enhance service delivery and reporting capabilities.
Connect to your skills and professional experience
To be successful in this role, you will possess a strong blend of IT Service Management knowledge, leadership skills, and a passion for delivering exceptional service.
Essential:
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Proven experience leading or supervising a Service Desk, IT support, ITSM or Service Delivery team in a client-focused environment.
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Strong understanding and practical experience with ITIL principles and processes (Incident, Problem, Request, Change Management); ITIL Foundation certification is highly desirable.
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Demonstrable experience in managing and motivating a team, including performance management and professional development.
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Excellent communication (written and verbal), interpersonal, and stakeholder management skills, with the ability to communicate to clients and senior leadership.
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Strong analytical and problem-solving abilities, with a focus on root cause analysis and continuous improvement.
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Experience with Service Management platforms (e.g., ServiceNow).
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Ability to work effectively under pressure and manage multiple priorities in a fast-paced environment.
Desirable:
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A degree or equivalent professional experience in IT Service Management, Technology Operations or a related discipline.
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Further ITIL certifications
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A solid understanding of common IT infrastructure components, operating systems and business applications
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Experience in a large, complex professional services organisation.
Connect to your business - Technology and Transformation
Distinctive thinking, deep expertise, innovation and collaborative working. That’s what connects us. That’s what makes us Deloitte. If you want to help solve some of the biggest tech and transformational challenges around, join us. Together, we’ll make an impact that matters.
Personal independence
Regulation and controls are standard practice in our industry and Deloitte is no exception. These controls provide important legal protection for both you and the firm. We are subject to a number of audit regulations, one of which requires that certain colleagues abide by specific personal independence constraints (e.g., in relation to any financial interests and employment relationships). This can mean that you and your "Immediate Family Members" are not permitted to hold certain financial interests (shares, funds, bonds etc.) with audit clients of the firm, and also prohibitions on certain employment relationships (e.g., you are not permitted to hold a secondary employment role with SEC audit clients of the firm whilst being employed by the firm). The recruitment team will provide further detail as you progress through the recruitment process or you can contact the Independence team upon request.
Connect with your colleagues
“I thoroughly enjoy the opportunities and the people I engage with: they enrich my day immensely. Every week throws up new challenges, new risks to assess, new plans to develop.” - Montine, Technology & Transformation
Our hybrid working policy
You’ll be based in Port Talbot with hybrid working.
At Deloitte we understand the importance of balancing your career alongside your home life. That’s why we’ll support you to work flexibly through our hybrid working policy. Depending on the requirements of your role, you’ll have the opportunity to work in your local office, virtual collaboration spaces, client sites and remotely. You’ll get the chance to meet face to face when needed, while you collaborate and learn from colleagues, share your experiences, and build the relationships that will fuel your career and prioritise your wellbeing. Please check with your recruiter for the specific working requirements that may apply for your role.
Our commitment to you
Making an impact is more than just what we do: it’s why we’re here. So we work hard to create an environment where you can experience a purpose you believe in, the freedom to be you, and the capacity to go further than ever before.
We want you. The true you. Your own strengths, perspective and personality. So we’re nurturing a culture where everyone belongs, feels supported and heard, and is empowered to make a valuable, personal contribution. You can be sure we’ll take your wellbeing seriously, too. Because it’s only when you’re comfortable and at your best that you can make the kind of impact you, and we, live for.
Your expertise is our capability, so we’ll make sure it never stops growing. Whether it’s from the complex work you do, or the people you collaborate with, you’ll learn every day. Through world-class development, you’ll gain invaluable technical and personal skills. Whatever your level, you’ll learn how to lead.
Connect to your next step
A career at Deloitte is an opportunity to develop in any direction you choose. Join us and you’ll experience a purpose you can believe in and an impact you can see. You’ll be free to bring your true self to work every day. And you’ll never stop growing, whatever your level.
Discover more reasons to connect with us, our people and purpose-driven culture at deloitte.co.uk/careers
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