Assistant Manager – IT Service Management – Incident and Request Process Owner - Deloitte Support Services India Private Limited

Work you’ll do

As a CL 4 professional (Assistant Manager/Deputy Manager) in IT Service Management (ITSM), you will lead the development, design, and implementation of the Incident Management and Request Fulfillment processes across DT-US IT operations. You will work closely with Service Owners, operations teams, product/application teams, and the ITSM platform team to translate service requirements into standardized, measurable, and auditable processes that improve service stability, responsiveness, and end-user experience.

Responsibilities

·       Process ownership & governance: Define process scope, policies, controls, and RACI (Responsible/Accountable/Consulted/Informed); run process reviews and decision forums.

·       Process design & standardization: Build and maintain end-to-end workflows (intake → triage → assignment → resolution/closure) for incidents and requests, including priority/severity models, escalations, and acceptance criteria.

·       Major incident leadership: Establish and operationalize major incident routines (war room cadence, communications, stakeholder updates, post-incident reviews) to reduce MTTR (mean time to restore) and recurrence.

·       Service Request excellence: Improve request routing, approvals, service catalog quality, and fulfillment SLAs to increase throughput and reduce aging/backlogs.

·       Metrics & performance management: Define and track SLAs (service level agreements) and experience metrics (e.g., XLAs, experience level agreements); analyze trends, identify bottlenecks, and drive corrective actions.

·       ITSM tool enablement: Partner with the platform team (e.g., ServiceNow/) to implement forms, workflows, automations, knowledge linking, and reporting dashboards aligned to process design.

·       Continual improvement: Build a prioritized improvement backlog (automation, self-service, knowledge deflection, quality controls) and lead execution with cross-functional teams.

·       Quality, risk, and audit readiness: Ensure process compliance, evidence capture, and control effectiveness; manage exceptions and remediation actions.

·       Documentation & enablement: Create process documentation, runbooks, and training; drive adoption through communications and cross-team coaching.

Required Technical Skills:

·       Strong working knowledge of IT Service Management (ITSM) processes, specifically Incident Management and Request Fulfillment

·       Hands-on experience with an ITSM platform (preferred: ServiceNow; acceptable: Jira Service Management, BMC, etc.) including:

o    Workflow design (assignment rules, approvals, escalations)

o    Service catalog/request models

o    SLAs/OLAs, queues, prioritization matrices

o    Reporting/dashboards and trend analysis

·       Practical understanding of ITIL (Information Technology Infrastructure Library) concepts (ITIL 4 preferred)

·       Strong analytical skills for operational metrics (e.g., MTTR, backlog aging, SLA attainment, re-open rate, FCR)

·       Knowledge of major incident management practices (bridge calls, comms, PIRs/post-incident reviews)

·       Ability to create clear process documentation (process flows, SOPs, work instructions) and training materials

Education:

Bachelor’s degree in computer science, Information Technology, Engineering, or a related field (or equivalent practical experience)

Experience:

·       6–10 years of overall IT experience, with 3–6 years in ITSM operations/process roles

·       Proven experience owning or leading improvements for Incident and/or Request processes in a multi-team environment

·       Experience working with cross-functional stakeholders (Service Owners, Operations, Application teams, Platform admins, vendors)

·       Experience in KPI/SLA definition, operational governance (weekly/monthly reviews), and continual improvement execution

Location: Hyderabad 

Shift Timing: Shift between 11:00 AM – 08:00 PM IST

The team

At Deloitte, we’re all about collaboration. And nowhere is this more apparent than among our 2,000-strong internal services team. With our combined specialist skills, we provide all the essential support and advice our client-facing colleagues need, right across the firm. This enables them to focus all of their efforts on delivering the best service possible to their clients. Covering seven distinct areas; Human Resources, Clients & Industries, Finance & Legal, Practice Support Services, Quality & Risk Services, IT Services, and Workplace Services & Real Estate, together we live, breathe and deliver the Deloitte experience.

How you’ll grow

At Deloitte, we’ve invested a great deal to create a rich environment in which our professionals can grow. We want all our people to develop in their own way, playing to their own strengths as they hone their leadership skills. And, as a part of our efforts, we provide our professionals with a variety of learning and networking opportunities—including exposure to leaders, sponsors, coaches, and challenging assignments—to help accelerate their careers along the way. No two people learn in exactly the same way. So, we provide a range of resources including live classrooms, team- based learning, and eLearning. DU: The Leadership Center in India, our state-of-the-art, world-class learning Center in the Hyderabad offices is an extension of the Deloitte University (DU) in Westlake, Texas, and represents a tangible symbol of our commitment to our people’s growth and development. Explore DU: The Leadership Center in India

Benefits

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