Manager of Service Integration, Global

We are seeking a highly motivated and experienced Manager of Service Integration possessing relationship management, negotiation, and project delivery skills, and proven ability to work with cross-functional and multicultural teams to support the preparation of our agents, assistant managers, and leaders to deliver world-class support to our practitioners around the globe.

In this role, you will work with other members of S&O teams to facilitate and support the end-to-end delivery of both initiatives and member firm projects to ensure they are executed effectively and deliver measurable improvements aligned to GCC value drivers by focusing on delivering high value to the GCC to ensure all our support teams, leaders, and delivery partners are aligned to ensure we can deliver a world-class support product to our practitioners.

You will build relationships, work closely with S&O delivery leads, technology teams, and business stakeholders to ensure that projects are well structured, properly resourced, and delivered to a high standard.

You will also help shape Operational Change Team strategy, planning, providing insights, and improving methodologies.

Responsibilities

The Manager of Service Integration is a multi-faceted role that helps to shape team strategy, develop adoption metrics and tracking, insights, deliver large and transformational projects, builds relationships, coordinates resources for internal and member firm project delivery, works closely with Relationship Services Directors (RSDs) to support delivery, and negotiates with leaders and stakeholders to ensure that changes are implemented on a scheduled basis to avoid change fatigue.

Operational Change Strategy, Planning & Governance

• Shape and support Operational Change Team strategy by translating organizational priorities into actionable plans and delivery roadmaps
• Establish and maintain frameworks, ensuring alignment to GCC value drivers and enterprise objectives
• Provide strategic insights and recommendations to leadership based on performance data, trends, and operational feedback
• Influence and implement change management to ensure that GCC teams are equipped to handle changes to existing products by using change management tools, effective communication, updated knowledge, and training

Program & Transformation Delivery

• Act as a liaison with project teams, designated communication resources, and GCC leadership to ensure continuous communication and transparency regarding the progress and direction of projects
• Lead and coordinate large-scale, cross-functional, and transformational projects from planning through execution
• Take ownership of solutions and member firm projects to ensure that they are delivered on time, within scope, and with measurable business outcomes
• Continuously improve delivery methodologies, tools, and processes to enhance execution efficiency and impact

Stakeholder Engagement & Relationship Management

• Build and maintain strong partnerships with S&O delivery leads, RSDs, technology teams, and business stakeholders
• Act as a trusted advisor, ensuring alignment across global, cross-functional, and multicultural teams
• Facilitate collaboration and communication to support seamless end-to-end delivery and issue resolution

Resource Coordination & Delivery Enablement

• Act as a liaison with project teams, designated communication resources, and GCC leadership to ensure continuous communication and transparency regarding the progress and direction of projects
• Ensure projects are properly structured, scoped, and resourced to meet delivery objectives
• Coordinate resources across internal teams and member firms to support successful execution
• Enable readiness of agents, assistant managers, and leaders through structured delivery support and alignment activities

Change Management, Adoption & Value Realization

• Develop and track adoption metrics, KPIs, and reporting to measure success and business impact
• Negotiate and sequence change implementation with stakeholders to minimize disruption and avoid change fatigue
• Drive continuous improvement by identifying opportunities to enhance adoption, performance, and overall support delivery quality
• Proactively identify and maintain a forward-looking view of upcoming member firm initiatives that will impact GCC operations

Desired Experience

• Proven years of related experience in Contact Centre operations and process excellence
• Demonstrated ability to build and manage senior stakeholder relationships, including influencing and negotiating across business and technology teams
• Experience developing and executing operational strategies, roadmaps, and governance frameworks tied to measurable business outcomes
• Proven ability to take ownership of delivery and drive initiatives through to completion
• Experience working in global service delivery, contact center operations, or shared services environments, with exposure to tools such as ServiceNow, Teams, or similar platforms
• Excellent communication skills (written, verbal and presentation)

Education and Certifications

• Proficiency required in Microsoft Office software - Word, Excel, Visio, Project, and PowerPoint
• Familiarity with project management tools a plus but not essential

At Deloitte Global people are valued and respected for who they are - with opportunities to bring their unique perspectives, talents and passions to business challenges. Our global workspace creates room for individuality and collaboration. Ours is an inclusive, supportive, connected culture with a focus on development, flexibility, and well-being. This culture makes Deloitte Global one of the most rewarding places to work, and to transform your career.

The team

Global CoRe is a shared service within Deloitte Global, providing fundamental services to Deloitte People around the world: Knowledge Services, Creative Services, Contact Center, Procurement and Strategic Insights Center. We deliver essential capabilities that save time, convey insights, minimize risk, enhance client service delivery, solve problems, and contribute to Deloitte’s success.

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., Collaboration is central to everything we do at Deloitte. From IT to HR, marketing and more, our teams help to support the wider business in everything they do. Bringing your individual skills and specialist knowledge, you can 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 (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

“Everyone at Deloitte builds relationships with their peers and puts in effort to get to know one another, making the work more enjoyable.” - Deloitte Employee

Our hybrid working policy

You’ll be based in one of our UK offices 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.