Field Service Sr. Manager
Customer & Marketing is creating a new model for a new age-we’re an agency and a consultancy. Understanding the digital space and preparing for what’s next is at our core. We help clients reimagine how profits are made, how relationships are created and managed; we reshape how work gets done, and rewire the competitive fabric of entire industries. That’s the power of driving disruption. That’s Customer & Marketing.
Work You’ll Do
A Field Service Sr. Manager works with Service Excellence leadership to identify prospects, cultivate, sell and deliver field service transformation projects to them. The Sr. Manager is a thought leader and helps build collateral and content to differentiate Deloitte in the marketplace. Throughout the lifecycle of prospect to delighted client, the Sr. Manager builds and manages teams, advises clients on best practices in field service and technology, ensures quality on projects, and identifies new sales opportunities at existing clients.
Our Service Excellence team within the Digital Customer offering focuses on designing and implementing service experiences, capabilities, and architectures to bring customer strategies to life. Our ambition is to be the best in the world at driving customer transformation through the development of clever commercial strategies, distinctive experiences, and digital technologies.
Professionals will serve our clients through the following types of work:
+ Service Excellence | delivers service strategies and plans, operating model definition, and operations support for digitally enabled field service capabilities
+ Digital Experience Design | recommends technology and creates engaging omni-channel digital experiences leveraging AI across web, mobile, AR/VR, and IoT
+ Transformation Enablement | drives the activation of new strategies and technology through program leadership, technology deployments, and change management
+ Minimum eight (8) years relevant experience in a consulting or industry role, with a minimum six (6) years relevant consulting in field service operations and technology
+ Minimum four (4) years of experience leading multiple project teams simultaneously on relevant engagements
+ Deep functional understanding of service including contact center and field service operations
+ Good understanding of the field service technology market
+ Excellent oral and written communication skills, including presentations to senior executives
+ Proven experience in business development and/or proposal development in support of service opportunities
+ Strong project management experience
+ Bachelors’ degree
+ Ability to travel up to 50% of the time
+ Experience writing white papers or other eminence pieces on industry trends
+ Knowledge of digital tools: IOT, augmented reality, spare parts management, and GIS/Geo-spatial tracking
+ Experience leading Salesforce, ServiceMax, Oracle, ServiceNow, or SAP or other service solution implementations, including rolling out technology to field organizations
+ Ability to work independently and manage multiple assignments
+ Strong problem-solving skills with the ability to exercise mature judgement
+ Demonstrated ability to manage ambiguity and apply problem-solving skills
+ Demonstrated ability to employ research and analytical thinking
+ Demonstrated capabilities in teamwork and leadership, including the desire and eagerness to mentor and assist in the professional development of junior staff members
+ Working knowledge and experience of MS Office applications and tools
+ Strong understanding of SDLC methodologies (Agile, SCRUM, RUP, other)
Our positive and supportive culture encourages our people to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them to be healthy, centered, confident, and aware. We offer well-being programs and are continuously looking for new ways to maintain a culture where our people excel and lead healthy, happy lives. Learn more about Life at Deloitte.
How You’ll Grow
At Deloitte, our professional development plan focuses on helping people at every level of their career to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs at Deloitte University, our professionals have a variety of opportunities to continue to grow throughout their career. Explore Deloitte University, The Leadership Center.
At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.
Deloitte is led by a purpose: to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our people and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities. Learn more about Deloitte’s impact on the world.
We want job seekers exploring opportunities at Deloitte to feel prepared and confident. To help you with your interview, we suggest that you do your research: know some background about the organization and the business area you’re applying to. Check out recruiting tips from Deloitte professionals.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.