Senior Team Lead | ITSM | Bengaluru | Technology Strategy & Transformation
• Job requisition ID : 109685
• Location: Bengaluru
• Entity: Deloitte Touche Tohmatsu India LLP

Sr. Team Lead | Enterprise Technology & Performance-Technology Strategy & Transformation | ITSM-SIAM
- 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 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.
- 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.
- 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 D

📌 Senior Team Lead | ITSM | Bengaluru | Technology Strategy
🏢 Deloitte
📍 Bengaluru