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Central Business Services (CBS) was created in December 2020 as Deloitte UK’s internal, enterprise-wide shared services organisation. The vision for Central Business Services is to drive customer-centric and efficient delivery of business services to our firm, enabled by end-to-end ownership of key processes and the application of consistent technology.

Central Business Services will be a world class, central function that better supports the needs of our firm, people and clients by focusing on exceptional customer experience, service quality and efficiency. In doing so, it will also allow our other Enabling Functions (EF) to focus on providing excellent business advisory support across the firm.

Our Service Management & Continuous Service Improvement (CSI) team has been set up as a new capability within Central Business Services to monitor and improve the services provided to the business by our Enabling Functions. A Continuous Service Improvement Manager is required to deliver on our new approach to service improvement; this is an exciting opportunity to shape the way we will ensure our services meet the business’s needs and that our people enjoy a ‘consumer grade’ user experience. This is an Enabling Functions-wide role, across multiple internally facing service areas, and so is ideally suited to someone with a strong track record managing service improvement in Shared Services / Global Business Services (GBS) / Business Process Outsourcing (BPO) environments.

Connect to your career at Deloitte

Deloitte drives progress. Using our vast range of expertise, that covers audit, risk advisory, and consulting services across tax, legal, business, technology and corporate finance, 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

• Reports to a CSI Senior Manager
• Work with the CSI Senior Manager(s) and Head of CSI to deliver the strategy and agenda for CSI across enabling functions Central Business Services as a whole
• Engage across our Enabling Functions and Central Business Services delivery areas, building strong relationships and proactively identifying and progressing continuous improvement opportunities to be delivered for all Enabling functions
• Responsible for the managing service improvement opportunities with Enabling Functions stakeholders
• Responsible for working with the Enabling Functions and project delivery teams on the delivery of initiatives and projects to time, quality and with expected benefits
• Responsible for ensuring that implementation and outcomes from any continuous improvement initiatives delivered in line with strategic objectives, stakeholder expectations and business outcomes (in the areas of cost, productivity, customer experience or risk/compliance)
• Support delivery of a culture of Continuous Improvement within Central Business Services and Enabling Functions teams which ensures our teams are proactive and flex to the needs of the business, anticipating future trends and optimising services, operational performance, and outcomes
• Developing and maintaining the CSI methodology (Six Sigma/Lean) and supporting the creation of a pool of experts within the Enabling Functions for ongoing identification of opportunities
• Scoping, planning and management of CSI activity across Enabling Function business area(s) ensuring a measurable improvement through rapid problem solving
• Coaching & mentoring responsibility for junior members of the CSI team and contractors/secondees where relevant
• Identify & quantify business benefit arising from CSI activities
• Work closely with the Managers in the wider Service Management function on embedding improvement opportunities and identifying benefits

Connect to your skills and professional experience

• Experienced and knowledgeable in bringing to bear industry best practices, insight and problem solving (including Lean / Six Sigma, process redesign, managing for daily improvement, structured rapid problem solving)
• Experience of working in shared services environment GBS / BPO and a able to demonstrate a strong track record of value chains using technology and automation to optimise end-to-end value chain processes. Delivering improved user experience, quality and improved outcomes for the business
• Evidence of successfully delivering CSI and improving customer experience
• Experience in delivering change using rapid process problem solving techniques e.g. A3, Kaizen events
• Experience of working in a Partnership or Professional services environment desirable, preferably within a shared service environment or large complex/matrixed organisation across multi-functional teams

Skills and Capabilities

• Ability to communicate and celebrate achievements in relation to continuous improvements to the business
• Builds rapport & deep relationships across a broad & diverse network
• Comfortable in delivering change and supporting others in their change delivery
• Strong influencing skills – uses a flexible influencing style to gain buy-in and drive impact
• Strong analytical skills – creates and identifies opportunities to drive impact; anticipates client needs and delivers superior results
• Ability to leverage consulting stills, and facilitating others through creative thinking and collaboration
• Ability to apply commercial awareness and understanding what makes a business area more successful through CSI
• Delivers innovative and disruptive business process assessment and design solutions to better address business needs
• Ability to think on your feet and use own creativity, experience, and knowledge of trends and industry activity to deliver continuous improvement initiatives
• Makes decisions with confidence based on analysis of available information, awareness of stakeholder priorities and in alignment with objectives
• Coordinates projects day to day and provides direction to the core team to deliver initiatives
• Ensures reports and presentations have a logical flow, clear messaging and are strategically aligned with goals and drive business success

Connect to your business - Enabling Functions

Collaboration is central to everything we do at Deloitte. Bringing your individual skills and experience, and sharing your specialist knowledge, is how you’ll make a far-reaching impact. Come join us.

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. 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. The recruitment team will provide further detail as you progress through the recruitment process.

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Connect to your agile working options

Location: We have many locations throughout the UK, your home office will be considered the closest one to your actual home.

Your Work, Your Way: We call our hybrid working vision Deloitte Works. And it does. We trust you to make the right choices around where, when and how you work. You’ll be able to make decisions about how you work best, to be collaborative, learn from colleagues, share your experiences, build the relationships that will fuel your career and prioritise your wellbeing. Having great conversations with your team and your leadership paves the way for great collaborative ways of working.

You’ll be joining one of our innovative virtual communities. Which means you’ll be part of the Service Management team. You’ll spend most of your time working from home like all your colleagues in the Enabling Functions, or in a local collaboration space when needed. Our hybrid-working model enables our people to collaborate, connect and innovate in both a virtual and physical capacity.

You’ll have all the support you need to succeed, including robust tech and home workstation set-up guidance, as well as access to a variety of flexible working spaces and all sorts of social activities for you to join. We’re continually innovating our working practices too, so you can expect to see new and exciting technology developments coming soon. The future of work is evolving fast and we’re already leading the way by enabling flexibility for our people and making it easy for us all to connect and collaborate.

Discover more about our locations.

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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