Senior Team Lead | ITSM | Bengaluru | Technology Strategy & Transformation

Deloitte · ✓ Verified company
📍 Bengaluru, India · On-site · Full-time

About the role

Senior Team Lead | ITSM | Bengaluru | Technology Strategy & Transformation • Job requisition ID : 109685  • Location: Bengaluru • Entity: Deloitte Touche Tohmatsu India LLP  Sr. Team Lead | Enterprise Technology & Performance-Technology Strategy & Transformation | ITSM-SIAM - Location:  Bengaluru       The team Enterprise technology has to do much more than keep the wheels turning; it is the engine that drives functional excellence and the enabler of innovation and long-term growth. Learn more about ET&P     Your work profile We are looking for an experienced ITSM Center of Excellence Consultant – Service Governance, SIAM & Operational Excellence to lead and drive operational governance, service excellence, and continuous improvement across enterprise IT operations. This role serves as a centralized governance function responsible for driving Major Incident Management (MIM), Problem Management, and End-to-End SIAM Governance across a Global complex multi-vendor environment. The ideal candidate will drive operational maturity by governing ITSM processes, identifying improvement opportunities, enhancing customer experience, improving SLA/KPI performance, reducing ticket volumes, and optimizing ITSM workflows through process standardization and automation. - Drive enterprise-wide Major Incident Management (P1/P2) Bridges, ensuring rapid service restoration and minimal business disruption. - Lead major incident bridge, governance, executive communications, escalation management, and cross-functional recovery coordination. - Facilitate Post Incident Reviews (PIR), Root Cause Analysis (RCA), and corrective action governance to reduce recurring incidents. - Monitor major incident trends and drive initiatives to improve operational resilience and service stability. - Govern end-to-end service delivery across multiple internal and external service providers. - Drive vendor governance through SLA/KPI reviews, operational scorecards, and service performance governance. - Facilitate Daily, Weekly, Monthly, and Quarterly operational governance forums. - Ensure adherence to ITIL processes, governance standards, and operational policies across support teams. - Drive accountability through service reviews, action tracking, and governance reporting - Business Service Health, Critical Business Services, Service Mapping, Business Impact Analysis & End-to-End Service Availability - Problem Management - Drive & govern enterprise Problem Management processes to identify recurring incidents and eliminate underlying root causes using 5 Why’s methodology. - Drive proactive problem identification through trend analysis, incident correlation, and operational analytics. - Monitor Problem lifecycle compliance and ensure timely execution of corrective and preventive actions are executed and documented by respective Problem owners within ITSM tool. - Create & Track Known Errors, Problem Backlog, and permanent fix implementation. - End-to-End Ticket Governance - Govern the complete Incident, Problem, Service Request lifecycle across Priority P1–P4 tickets. - Monitor ticket quality, assignment accuracy, aging, backlog, reassignments, and SLA compliance. - Identify opportunities to reduce ticket volume through automation, shift-left initiatives, knowledge management, and process improvements. - Predictive Incident Analytics, Trend Forecasting, Capacity Analytics, Risk-based Governance & Service Health Analytic - Ensure ticket hygiene, process compliance, and governance adherence across resolver groups. - Continuous Service Improvement (CSI) - Customer Experience - First Time Resolution (FTR) - MTTR Reduction - Operational Efficiency - Drive Service Improvement Plans (SIPs) and track realization of operational benefits. - Conduct ITSM process maturity assessments and recommend best practice improvements. - Support implementation of automation, AIOps, and workflow optimization initiatives.   Key skills required:  - 6+ years of experience in ITSM, SIAM, Major Incident Management, Problem Management, or Service Delivery Governance. - Strong expertise in ITIL Incident, Major Incident, Problem, Change, and Service Request Management. - Experience governing enterprise IT operations within complex multi-vendor environments. - Strong understanding of SIAM governance, operational excellence, and service integration principles. - Experience performing ITSM process assessments, governance reviews, and service improvement initiatives. - Hands-on experience with ITSM platforms such as ServiceNow, Remedy, or equivalent. - Strong analytical skills with experience in operational reporting, KPI analysis, and trend management. - Excellent executive communication, stakeholder management, and presentation skills. - Experience driving automation, workflow optimization, or AI-enabled operational improvements is desirable. - Experience driving automation, workflow optimization, or AI-enabled operational improvements is desirable. - Understanding and experience on Observability platforms: Dynatrace, Datadog, Splunk, AppDynamics, Elastic, Azure Monitor will be added Advantage - Understanding and experience on Event correlation: Noise reduction, AI-assisted RCA, Predictive incident prevention, Intelligent automation & Generative AI for operational governance will be added Advantage - Preferred Qualifications-Any Bachelors - Work Mode: Work from Office (24×7 Operations – Rotational Shifts) - Employment Type: Contract-to-Hire (C2H) - Experience: 6+ Years - Notice Period: Immediate Joiners Preferred (Maximum 30 Days’ Notice Period)