Key Responsibilities:
Service Delivery Management:
o Oversee the delivery and ongoing management of IT services within the assigned technical area, ensuring alignment with business requirements and user expectations.
o Implement and maintain a standardized ITIL-based process framework for service management, including incident, problem, change, release, and configuration management.
o Communicate the ITIL process framework and related procedures effectively to all relevant stakeholders.
o Define, implement and manage the availability of services and the capacity management.
o Assess network-level changes, providing approval as needed for execution, ensuring minimal disruption to services.
o Proactively identify, track, and mitigate risks related to service delivery.
Vendor Management:
o Manage relationships with external vendors, ensuring the technical quality of deliverables and adherence to contractual obligations, SLAs, and KPIs.
o Monitor and evaluate supplier service performance, conducting regular reviews and identifying areas for improvement.
o Collaborate with vendors on technical troubleshooting during critical situations (e.g., major incidents, critical change planning/execution).
o Assist with, validate, and provide input for Root Cause Analysis (RCA) of critical incidents, working collaboratively with vendors to prevent recurrence.
Service Quality and Governance:
o Establish and maintain robust service quality governance processes for all vendors.
o Drive continuous service improvement initiatives as part of overall service quality management.
o Ensure the accuracy, completeness, and quality of the Configuration Management Database (CMDB).
Reporting and Collaboration:
o Implement and maintain standardized reporting frameworks to track service performance, availability, and other key metrics.
o Collaborate effectively with various internal teams (e.g., development, infrastructure, security) and external partners to achieve desired outcomes.
Key Deliverables:
- Consistent Service Quality and Governance, meeting or exceeding agreed-upon SLAs and KPIs.
- Regular Service Reviews and documented Service Improvement Plans.
- Effective Technical Governance of vendor deliverables and internal IT service processes.
- Accurate and up-to-date CMDB.
- Proactive risk management and mitigation plans.
- Comprehensive and timely reporting on service performance.
Desired qualifications
Skills Required:
Technical Skills:
Network Expertise: Deep understanding of network architecture and operations; ability to assess network changes for correctness and impact.
Claims management Knowledge.
Process & Methodology Skills:
ITIL Expertise: Comprehensive ITIL knowledge (v3/v4); experience managing IT operations within an ITIL framework.
Agile Methodologies: Hands-on experience with Scrum or Kanban.
Project Management: Experience managing cross-functional and/or international IT projects.
Process Optimization:: Experience with process analysis and optimization, familiar with process modeling.
Consulting Methodologies:: Proficient in applying business consulting methodologies.
Analytical & Problem-Solving Skills:
Analytical Thinking: Exceptional analytical and problem-solving skills; ability to perform root cause analysis.
Interpersonal & Communication Skills:
Communication: Excellent written and verbal communication; ability to communicate technical information clearly.
Collaboration: Proven ability to facilitate discussions, resolve conflicts, and build consensus among diverse groups.
Leadership: Self-starter; able to work independently, transfer knowledge, and manage stakeholders professionally in a multicultural environment.
Location and way of working
- Base location: Bangalore
- This profile involves frequent travelling to client locations
- Hybrid is our default way of working. Each domain has customised the hybrid approach to their unique needs.
Your role as a leader
We expect our people to embrace and live our purpose by challenging themselves to identify issues that are most important for our clients, our people, and for society.
In addition to living our purpose, leaders across our organization must strive to be:
- Inspiring - Leading with integrity to build inclusion and motivation
- Committed to creating purpose - Creating a sense of vision and purpose
- Agile - Achieving high-quality results through collaboration and Team unity
- Skilled at building diverse capability - Developing diverse capabilities for the future
- Persuasive / Influencing - Persuading and influencing stakeholders
- Collaborating - Partnering to build new solutions
- Delivering value - Showing commercial acumen
- Committed to expanding business - Leveraging new business opportunities
- Analytical Acumen - Leveraging data to recommend impactful approach and solutions through the power of analysis and visualization
- Effective communication Must be well abled to have well-structured and well-articulated conversations to achieve win-win possibilities
- Engagement Management / Delivery Excellence - Effectively managing engagement(s) to ensure timely and proactive execution as well as course correction for
the success of engagement(s)
- Managing change - Responding to changing environment with resilience
- Managing Quality & Risk - Delivering high quality results and mitigating risks with utmost integrity and precision
- Strategic Thinking & Problem Solving - Applying strategic mindset to solve business issues and complex problems
- Tech Savvy - Leveraging ethical technology practices to deliver high impact for clients and for Deloitte
- Empathetic leadership and inclusivity - creating a safe and thriving environment where everyones valued for who they are, use empathy to understand others to adapt our behaviours and attitudes to become more inclusive.
