Deloitte
Website:
deloitte.com
Company:
https://www.linkedin.com/company/deloitte
Seniority: Mid-Senior level
Industries: IT Services and IT Consulting
Job details:
Responsibilities:
Operations & Service Delivery
- Drive IT Operations Management strategy and ensure stable, reliable, and efficient IT services.
- Own operational governance, service health, and continuous service improvement initiatives.
- Define and monitor operational KPIs, SLAs, OLAs, and service performance metrics.
- Lead incident trend reviews, problem management discussions, and root cause analysis to improve operational efficiency.
- Ensure compliance with ITIL best practices and operational governance standards.
- Identify opportunities for automation and operational optimization to improve service quality and reduce manual effort.
Solution Architecture & Technical Leadership
- Define end-to-end ITOM architecture and solution roadmap aligned with business objectives.
- Provide technical guidance on ITOM capabilities such as CMDB, Discovery, Event Management, Service Mapping, Monitoring, and Automation.
- Review solution designs and ensure adherence to enterprise architecture standards and best practices.
- Drive technology adoption and modernization initiatives across IT Operations.
Team Leadership
- Lead, mentor, and manage a team of architects, developers, consultants, and support engineers.
- Allocate work, monitor deliverables, and ensure timely project execution.
- Conduct technical reviews, provide coaching, and support team development.
- Foster collaboration across infrastructure, cloud, application, and operations teams.
Stakeholder & Client Management
- Act as the primary point of contact for business stakeholders, customers, and senior leadership.
- Conduct solution workshops, architecture reviews, and executive-level presentations.
- Translate business requirements into scalable operational and technical solutions.
- Manage stakeholder expectations, project risks, escalations, and delivery commitments.
Eligibility:
- 10+ years of experience in IT Operations, IT Service Management, or IT Infrastructure.
- Strong experience leading enterprise ITOM or Service Management initiatives.
- Hands-on knowledge of ServiceNow ITOM modules such as CMDB, Discovery, Service Mapping, Event Management, and Automation is preferred.
- Strong understanding of ITIL processes, operational governance, and service delivery.
- Experience managing enterprise-scale IT operations and cross-functional teams.
- Exposure to cloud platforms (AWS, Azure, or GCP), monitoring tools, and enterprise integrations.
- Excellent leadership, communication, stakeholder management, and presentation skills.
- Proven ability to lead large transformation or operational excellence initiatives.
Preferred Qualifications:
- ITIL Certification.
- ServiceNow CSA/ITOM certifications (preferred).
- Experience in enterprise architecture, digital transformation, or IT operations modernization programs.
Click on Apply to know more.
