ITSM Centre | Senior Consultant |Bangalore | Rotational Shifts | Contract To Hire

About the Role

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 setting.

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.

Key Responsibilities
- Major Incident Management (MIM)
- 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.
- SIAM Governance
- 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 Impac

📌 Senior Consultant | ITSM | Bengaluru | Technology Strategy
🏢 Deloitte
📍 Bengaluru