Service Optimization Manager - Hyderabad

Hyderabad, Telangana, India

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Position Summary

Service Optimization Manager

Work you will do:
• Participate in and contribute towards implementation of Service Excellence strategic priorities
• Provide delivery & oversight to the team
• Collaborate closely with other USI Operations & Service Excellence managers in driving talent engagement and culture for the team
• Hands- on experience working on ServiceNow reporting and Dashboards
• Act as a liaison between service teams and business units to ensure customer-centric service delivery.
• Gather and analyze customer feedback to identify areas for improvement in service processes.
• Lead initiatives to improve customer satisfaction and reduce service friction
o Monitor and report on service performance metrics, including SLAs, response times, and resolution rates.
      Delivery & Release Management
• Oversee product release cycles, ensuring timely and quality delivery of services and solutions.
• Coordinate with cross-functional teams to plan, execute, and monitor release activities, including deployment readiness and post-release validation.
• Manage dependencies and risks associated with releases, ensuring minimal disruption to business operations.

Experience range- 10-13yrs
Work location: Hyderabad

Skills required:
Bachelor’s degree in related discipline or an equivalent amount of professional experience working in a matrixed global environment.
Relevant Experience: 11+ years’ experience
• Proven experience in Service Management roles, preferably in IT or customer support environments.
• Hands on experience in ServiceNow Reporting & Analytics
• Strong understanding of incident management, Configuration management (CMDB) and request fulfillment processes.
• Familiarity with ITIL, ISO 20000, or other service management standards.
• Experience working in a service-based industry (e.g., IT services, telecom, healthcare, finance).
• Demonstrated ability to improve customer experience through service optimization.
• Excellent communication and stakeholder management skills.
• Ability to work cross-functionally and manage service delivery metrics.

Our purpose

Deloitte’s purpose is to make an impact that matters for our people, clients, and communities. At Deloitte, purpose is synonymous with how we work every day. It defines who we are. Our purpose comes through in our work with clients that enables impact and value in their organizations, as well as through our own investments, commitments, and actions across areas that help drive positive outcomes for our communities. 
Our people and culture

Our inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ideas and perspectives, and bring more creativity and innovation to help solve our clients' most complex challenges. This makes Deloitte one of the most rewarding places to work.
Professional development

At Deloitte, professionals have the opportunity to work with some of the best and discover what works best for them. Here, we prioritize professional growth, offering diverse   learning and networking opportunities to help accelerate careers and enhance leadership skills. Our state-of-the-art DU: The Leadership Center in India, located in Hyderabad, represents a tangible symbol of our commitment to the holistic growth and development of our people. Explore DU: The Leadership Center in India.
Benefits to help you thrive

At Deloitte, we know that great people make a great organization. Our comprehensive rewards program helps us deliver a distinctly Deloitte experience that helps that empowers our professionals to thrive mentally, physically, and financially—and live their purpose. To support our professionals and their loved ones, we offer a broad range of benefits. Eligibility requirements may be based on role, tenure, type of employment and/ or other criteria. Learn more about what working at Deloitte can mean for you.
Recruiting tips

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Requisition code: 310026