T&T- Customer - CS&D | TMT | Delhi | Manager

T&T- Customer - CS&D | TMT | Delhi | Manager
• Job requisition ID : 103053 
• Location: Delhi
• Entity: Deloitte Touche Tohmatsu India LLP 

The team:

Customer is about much more than just the numbers. It’s about attesting to accomplishments and challenges and helping to assure strong foundations for future aspirations. Deloitte exemplifies the what, how, and why of change so you’re always ready to act ahead. Learn more about Customer

Job Responsibilities:

We are looking for a Consultant/Senior Consultant/Manager for Customer Strategy and Applied design focused on Strategy & Operations.  The role involves responsibility for leading a discrete work stream or module on a large-scale project or overall delivery lead in case of short term/ small scale engagement. The key focus sectors would be TMT organizations.

For instance, on a project for a telecommunication company, a Telecom Business Analyst plays a critical role in bridging business objectives and technology implementation. The role typically involves understanding the client’s telecom operating model, analyzing existing processes across BSS and OSS domains, and identifying gaps or inefficiencies in areas such as customer onboarding, order management, billing, and service fulfillment. The analyst works closely with business stakeholders, product teams, and technology architects to gather and document requirements, design future-state processes, and translate business needs into functional specifications for system implementation or transformation programs.

The responsibilities can include:

• Serve as a trusted advisor by deeply understanding the client’s telecom business solutions, and analyze & document business requirements for telecom products, services, and operational processes.
• Translate business needs into functional specifications for technical teams, ensuring clarity and feasibility.
• Create detailed process flows, use cases, user stories, and BRDs/FRDs using industry-standard tools.
• Evaluate existing telecom systems (BSS/OSS) and recommend enhancements to improve efficiency and customer experience.
• Conduct gap analysis, impact assessment, and feasibility studies for new telecom initiatives or system changes.
• Work closely with stakeholders (network, IT, product, sales, customer operations) to align with telecom industry frameworks like TM Forum standards and eTOM Framework.
• Support end-to-end lifecycle of telecom projects, including requirement validation, UAT plannisng, execution, and defect management.
• Working with internal teams, and clients to develop and implement long term and short term engagement objectives and work plan
• Thinking through a solution lens and working with client and Deloitte’s teams to deliver engagements
• Leading small client and internal teams to understand, design, enhance, confirm and deliver objectives of the engagement

• Working in alignment with the internal and client team to ensure a streamlined delivery model with seamless integration of the final deliverable across modules
• Communicating, analysis, data-driven recommendations and status updates in both written and oral communication with internal and client leadership
• Report writing and preparation of final deliverable
• Assisting seniors in responding to client requests, RFPs and problem statements with proposals
• Foster strong relationships between Deloitte and the client’s project team, ensuring seamless integration of deliverables across modules

Job Qualifications:

Successful candidates will have a degree from a top-tier MBA, Engineering, BBA or B.Com. Program, have 1-2 years (C), 3+years (SC), 8+years (M) of relevant business experience, and the ability to meet each of the following criteria:

• An entry level (C) or expert level of knowledge (SC or M) in telecom business, preferably with strong understanding of telecom BSS/OSS components & domains—CRM, Billing, Charging, Order Management, Provisioning, Mediation.
• Experience with process modelling tools (BPMN, Visio, Lucidchart).
• A strong and demonstrated interest in consulting specially in thinking through large and complex engagements
• Background or experience (through coursework or employment) in TMT organization (optional for freshers)
• Familiarity with Agile / Scrum methodologies and tools like JIRA or Confluence will be a plus
• Excellent academic credentials for both undergraduate and graduate coursework
• Outstanding interpersonal and communication skills, both written and verbal.
• Leadership qualities, project management skills, and the ability to mentor
• Willingness and ability to take initiative and learn independently
• Candidates from all academic backgrounds are encouraged to apply
• Willingness for long term international or domestic travel

Personal Qualities Valued:

• Passionate in participating and working on complex engagements and opportunities
• Intellectually powerful and agile: curious, rigorous, and creative
• Emotionally intelligent: high ability to build strong relationships that inspire openness and trust; to collaborate in teamwork settings with colleagues and clients; and to balance inquiry and advocacy in all personal interactions
• Comfortable with working on difficult issues where there can be no definitive “right” answer; patient in the face of uncertainty, complexity and ambiguity
• Capable of working on multiple, overlapping tasks in a fast-paced environment
• Able to take initiative and make things happen with moderate supervision and guidance