Global Deloitte Private Knowledge Services / Nerve Center Manager

Deloitte leads with purpose, solving complex issues for our clients and communities. Across disciplines and across borders, Deloitte Global supports our network of member firms by developing and driving global strategy, programs, and platforms, and creating new solutions and transformational experiences. Our people share a passion for igniting change and a strong service orientation that shapes our organization and those it supports.

Knowledge Services enables our professionals to leverage the full breadth of Deloitte's global capabilities in service to our clients. Knowledge Services professionals connect people to knowledge, focusing on essential knowledge management activities such as: managing intellectual property, curating project experiences, capturing and connecting expertise, sustaining networks within and across teams, and enabling the leverage of third-party content.

The Global Deloitte Private Knowledge Services / Nerve Center Manager is responsible for providing rapid response pursuit knowledge services to account teams and for continuously defining, implementing and maintaining on a day-to-day basis a knowledge strategy and associated projects in support of the Global Deloitte Private strategy. The KS/NC Manager is expected to proactively engage with stakeholders and lead efforts that discern and connect various member firm knowledge needs and that drive a knowledge sharing culture. This includes delivering, managing and being held accountable for gathering and sharing pursuit related knowledge (both upon request and proactively upfront) with the global Deloitte Private network.

In support of the Deloitte Private Nerve Center (NC), this role is responsible for the day-to-day operation of the nerve center. They will work directly with client partners and account teams to understand and respond to key business requirements that help enhance client relationships as well as market, sell and deliver services. They will do this by connecting account teams with intellectual property and expertise for pursuit support and client service strategy development.

Global Deloitte Private is part of the Global Clients & Industry organization and the role will report into the CoRe Knowledge Services Clients & Industries organization. The Manager closely collaborates with other stakeholders inside and outside the Deloitte Private organization, including Global and member firm leadership and teams, Marketing & Communications, and other Business / solutions teams. In addition, this role works closely with the broader DTTL Industry Nerve Center team and leadership to support cross-sector initiatives as well as continuous improvement programs

Role-Specific Responsibilities

Knowledge Management

  • Shape and execute on the Knowledge Plan aligned with strategic direction of Global Deloitte Private
  • Continuously curate and package content and expertise for sharing broadly and related to pursuit requests and share them through appropriate knowledge platforms and programs
  • Proactively identify opportunities for knowledge-sharing improvement, and incorporate new capabilities or guidelines on an ongoing basis
  • Maintain and evolve the Global Deloitte Private presence on the global knowledge system (KX) to ensure it remains relevant to the defined business needs, providing an effective knowledge aggregator for practitioners to access the wide range of available knowledge, contacts and tools for the proper audience (Deloitte Global, all interested in pursuit)
  • Liaise with key Member Firms to ensure consistency of approach

Nerve Center

  • Curate, customize, and package account-specific content, utilizing the firm's internal and external knowledge resources, to directly service Deloitte Private clients and pursuits. Provide a central point of coordination with other member firms and resources to support client team efforts and execute on the broader KS Menu of Services and specific NC offerings
  • Lead/support client conversations to clarify requests, ensure accurate understanding of scope, manage client expectations on available content and offer alternatives in case of limited/unavailable content
  • Develop and manage responses to ensure proper scope, focus, consistency, and quality--data accuracy and comprehensiveness, structure, logic, and visual presentation--of products and services. Responses will include disseminating qualifications, thought leadership, SMEs, and other Deloitte-authored content
  • Leverage Subject Matter Experts, Industry and other Nerve Centers, and other Deloitte groups etc. to deliver on the needs of clients
  • Support Deloitte Private leadership with special content projects as needed e.g. special qualifications collections

Combined Responsibilities

  • Work with Deloitte Private leadership to implement the overall KS/NC communications plan by developing and distributing newsletters/news flashes, success stories to the Deloitte Private community including member firm practice leaders and NC customers
  • Develop and execute internal communications needed to support awareness of Deloitte Private's resources, programs, and results
  • Understand and monitor market trends and issues, Deloitte client relationships, and the competitive environment
  • Lead/Support initiatives and continuous improvement programs working closely with the NC and KS Leadership, including participation in standard data management and reporting processes

Personal Skills

  • Strong 'customer' focus (include pursuit practitioners, account team members and the external target clients) – understand needs and concerns of pursuit practitioners, and respond promptly and effectively to customer requesp>
  • Ability to gain consensus, collaborate across leadership and deal with the complexity of global pursuits
  • Ability to generate enthusiasm and to communicate with all levels of management and staff
  • Ability to manage to results by balancing strategic goals with tactical wins that focus on pragmatic solutions for the business
  • Effectively collaborates with others in and across boundaries, and seeks help as needed
  • Ability to gain support and commitment from others, even without formal authority. ("Getting things done when you are not in charge")
  • Personal learning and knowledge sharing - open to new ideas, shares own knowledge and builds partnerships for learning and knowledge sharing
  • Diplomatic and persuasive - promotion and justification of the knowledge agenda, sometimes against KM cynics

Education (degree): University (Master or Bachelor degree)

Other (Explain): Knowledge of information management related fields helpful but not essential

Years of Experience: Ideally 5+ years related experience, including 2-3 years KM or client-service experience in a global professional services environment prefered

Technical Skills

  • Advanced generalist - organizational skills and experience, including project or role-based experience in the following: internet / intranet development, social media implementation, change management / adoption
  • Strong writing and editing skills, with an emphasis on quickly developing and supporting high-quality content
  • Demonstrated experience with global or multinational knowledge projects, with change management components
  • Hands-on experience with internet / intranet content management tools
  • Advanced skills working with Microsoft Office applications required

Other Qualifications

  • Exceptional verbal and written communication skills. Must be able to interact effectively with professionals at all levels and communicate recommendations with diplomacy and tact
  • Experience working as a member or leader of virtual teams
  • Strong understanding of Deloitte Touche Tohmatsu Limited operating environment OR successful experience working in a comparable global professional services organization preferred
  • Willing to travel

Requisition code: DE17CHIGOP005TG51

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