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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Manager of Service Integration, Global - **Company:** Deloitte - **Location:** Aberdeen, UK - **Contract:** Permanent contract - **Skills:** Microsoft Word, Microsoft Excel, Microsoft Office, Microsoft Visio, Microsoft PowerPoint, Servicenow - **Published:** September 9, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=a829bba0f06fc780 ## About the Role 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 ## Description 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