Delivery Manager
Stratford, Greater London
- Channel Effectiveness - making it easy to get help through the right channel, first time
- Workforce Enablement - equipping practitioners with the support, knowledge and tools they need
- Quality Outcomes - delivering clear, accurate and helpful outcomes that meet real needs
- Data-driven Insights - using insight to anticipate demand and continuously improve Enabled by:
- Technology & Automation, Scale & Standardisation, Operational Efficiency, and Operational Health & Sustainability The Delivery Manager plays a key role in turning these priorities into tangible outcomes, leading the delivery of initiatives that improve service quality, performance and experience across the GCC. We are seeking a highly motivated and experienced Delivery Manager to support the delivery of key initiatives across the Global Contact Centre. In this role, you will lead the end-to-end delivery of initiatives within a defined GCC focus area, ensuring they are executed effectively and deliver measurable improvements aligned to GCC value drivers. You will work closely with delivery leads, technology teams, and business stakeholders to ensure initiatives are well structured, properly resourced, and delivered to a high standard. The Delivery Manager focuses on execution - translating priorities into delivery plans and driving them through to completion. You will also be responsible for delivering initiatives from planning through to execution and completion. Delivery Ownership
- Lead the end-to-end delivery of initiatives within a defined GCC focus area, ensuring they are delivered on time, within scope, and to a high standard.
- Translate priorities and outcomes into clear delivery plans, milestones and activities.
- Ensure delivery of initiatives drives measurable outcomes aligned to GCC value drivers. Planning & Execution
- Build and maintain delivery plans, including timelines, resources and key milestones.
- Coordinate cross-functional teams to ensure effective delivery across business and technology stakeholders.
- Monitor progress and proactively address issues to keep delivery on track. Risk & Issue Management
- Identify, manage and escalate risks and issues that may impact delivery.
- Work with stakeholders to resolve challenges and maintain momentum. Stakeholder Collaboration
- Work closely with delivery leads, technology teams and business stakeholders to support effective delivery.
- Provide clear and regular updates on progress, risks and outcomes.
- Support alignment across teams involved in delivery. Standards & Ways of Working
- Apply agreed delivery methodologies, standards and governance approaches.
- Maintain appropriate delivery documentation, plans and artefacts.
- Contribute to improvements in delivery practices and ways of working Team Leadership
- Motivate and coordinate delivery teams, fostering collaboration and accountability.
- Provide feedback and support to team members where appropriate Desired experience:
- Demonstrable experience managing complex, cross-functional delivery within Contact Centre, Business Services or Technology environments.
- Experience in consulting, client delivery or similarly fast-paced, stakeholder-driven environments.
- Proven ability to take ownership of delivery and drive initiatives through to completion.
- Strong planning, organisation and prioritisation skills.
- Experience working across business, technology and data environments.
- Strong stakeholder management skills, with the ability to collaborate across teams.
- Excellent communication skills (written, verbal and presentation). Education & Certifications:
- Project or programme management certification (e.g. PMP, Agile) desirable but not essential Technical skills:
- Strong understanding of delivery management approaches
- Experience with planning, tracking and reporting delivery progress
- Advanced skills in MS Project, Excel, Word and PowerPoint
- Familiarity with ServiceNow or similar tools desirable If you are a highly motivated Delivery Manager with a passion for driving high-quality outcomes and delivering impactful change, we encourage you to apply for this exciting opportunity. 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.
Posted 2026-08-30
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