Delivery Manager | ITSM | Bengaluru | Technology Strategy & Transformation
• Job requisition ID : 105454
• Location: Bengaluru
• Entity: Deloitte Touche Tohmatsu India LLP
Delivery Manager | Enterprise Technology & Performance-Technology Strategy & Transformation | ITSM
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 seeking an experienced ITSM Specialist with 6–9 years of hands-on experience in IT Service Management processes, ITIL framework implementation, service operations, and continuous service improvement. The candidate will be responsible for managing and optimizing ITSM processes such as Incident, Problem, Change, Request, Asset, and Knowledge Management while ensuring high service quality and operational efficiency.
The ideal candidate should possess strong stakeholder management skills, experience with ITSM tools, and the ability to drive process governance across enterprise IT environments.
Key skills required:
- Education Any Bachelor’s/Master’s
- Manage and improve ITSM processes aligned with ITIL best practices
- Handle Incident, Problem, Change, Request, and Service Level Management activities
- Monitor SLA/KPI compliance and drive service improvement initiatives
- Coordinate with cross-functional IT teams, vendors, and business stakeholders
- Conduct root cause analysis (RCA) for major incidents and recurring issues
- Lead CAB (Change Advisory Board) meetings and change governance activities
- Prepare operational dashboards, MIS reports, and service reviews
- Ensure process compliance, audit readiness, and documentation standards
- Support automation and optimization initiatives within ITSM platforms
- Maintain service catalogs, knowledge articles, and CMDB accuracy
- Participate in transition and transformation projects
- Drive continual service improvement (CSI) programs
- Mentor junior analysts and support process training initiatives