Manager, Unified Communications - Real Time Communications, Central Business Services

1. Deloitte strives to provide the best Real Time Communications experience for our practitioners, in a fast and ever-changing environment.
2. We are seeking an individual to join our team as Real time communications manager.
3. You will be responsible for driving the team to get the absolute best out of our Real time Communications products.

Connect To Your Industry:

Deloitte strives to provide the best Real Time Communications experience for our practitioners, in a fast and ever-changing environment.

The Unified Communications Manager is a key member of the IT Infrastructure team, responsible for the management and delivery of operational services to the business, ensuring the Unified Communications function is delivered in accordance with Service Level Agreements whilst maintaining high levels of system availability, quality of service and customer satisfaction.

You will be responsible for driving the team to get the absolute best out of our Real time Communications products that makes up the business’s primary and critical communications tools - with the priority being that our end users' experience, whilst using our UC applications, is as reliable and high quality as possible, always.

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.

Connect To Your Opportunity:

As the Unified Communications Manager, you will be accountable for the day-to-day management of the UC team, specialising in supporting, maintaining and continually improving the UC services across the organization.

Your role will be focusing on our end user facing, real time communications platforms and telephony services, including Microsoft Teams, Microsoft Teams Room Devices and Phones, Contact Centre integrations, Enterprise Voice Telephony and Zoom Meeting and Webinars

We encourage consideration of flexible ways of working, both formal and informal arrangements that allow for the best outcomes for our people and our clients. If this opportunity is of interest to you with some flexibility, please do discuss with us.

Connect To Your Skills And Professional Experience:

The role of UC Manager demands the ability to balance operational stability against the responsiveness to business requirements and requires a strong technical background in the Unified Comms area, coupled with a holistic ITIL Service based mentality and experience managing multiple Service Providers and team members.

You should be motivated to push the team to continually improve the service and be a logical thinker, able to understand complex issues and translate these into easy-to-understand, senior stakeholder reports.

Essentials:

• Proven Experience managing UC Real time platforms including Enterprise Voice integrations into Microsoft Teams, Zoom, Contact Centre’s and associated products
• Ability to Lead, manage and motivate staff within the Unified Communication team to continually deliver and improve RTC services and meet performance standards
• Confidence to take ownership of escalated incidents and problems, handling until an acceptable resolution is achieved and escalating when necessary
• Solid understanding of ITIL service management and frameworks
• Responsibility for recruitment & retention of team members, including performance management and development
• Experience managing contracts and relationships with 3rd party suppliers and vendors
• Proficient in the creation of quality and usage reports, benchmarking the RTC platforms against service levels agreements and identifying areas for improvements
• Familiarity managing a team in planning and executing complex change, collaborating closely with peers and key stakeholders to ensure this is well communicated and delivered safely
• Keen interest in the UC roadmap, being able to translate backend feature changes to real life benefits that can help the business

Desirables:

• Experience in managing resource across a geographically distributed team and familiarity working in a International organisation, considering different cultures and ways of working
• Solid understanding of Network architecture, Firewalls, Proxy servers, VPN and how these interact with UC Platforms
• Experience of Zoom Architecture and operational understanding
• Knowledge of Microsoft Teams Room and Phone Devices
• Know how of Entra ID, On prem AD and integrations into the UC Systems.
• Experience managing PSTN telephony solutions, using on prem SBC’s and Enterprise Voice integrations into MS Teams and other platforms.
• Understanding of capacity management and aware of the end to end Joiner-Mover-Leaver process in a large organization – with a key focus on optimisation through automation

Connect To Your Business - Enabling Functions:

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.