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 prospects, 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