Job Title:  Consultant | SAP SOM | Bengaluru | SAP

Job Title: Consultant – Service Operations Management (SOM)

Location: Pan India

Experience: 3 – 5 Years

Company: Deloitte

Job Summary:

Deloitte is seeking a Consultant with 3 to 5 years of hands-on experience in Service Operations Management (SOM). The ideal candidate will be responsible for managing IT service operations, improving service delivery, ensuring operational excellence, and supporting infrastructure or application services across enterprise environments using ITIL-based practices.

Key Responsibilities:

• Ensure smooth delivery of IT services across infrastructure, applications, and platforms using ITIL best practices.
• Monitor, analyze, and improve operational performance using KPIs and SLAs.
• Act as the first point of contact for incident, problem, and change management activities.
• Coordinate with cross-functional teams to manage and resolve operational issues in a timely manner.
• Drive root cause analysis (RCA) and continuous improvement initiatives for recurring incidents or service disruptions.
• Use tools like ServiceNow, BMC Remedy, or other ITSM platforms to manage tickets and operational workflows.
• Prepare operational dashboards, weekly/monthly service performance reports, and compliance reviews.
• Support service onboarding and transition planning, ensuring operational readiness.
• Adhere to and enforce service governance frameworks and standard operating procedures (SOPs).
• Participate in shift operations, on-call rotations, or weekend support as required.

Required Qualifications:

Education:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.

Experience:

• 3 – 5 years of experience in IT service operations, preferably in a consulting or enterprise environment.
• Strong knowledge of incident, problem, change, and service request management processes.
• Hands-on experience using ITSM tools (e.g., ServiceNow, BMC Remedy).
• Familiarity with infrastructure monitoring, alerting, and escalation processes.

Skills:

• Strong understanding of ITIL v3 or v4 framework.
• Analytical and reporting skills using tools like Excel, Power BI, or Tableau.
• Excellent verbal and written communication skills.
• Ability to coordinate with global teams and manage multiple priorities.
• Problem-solving mindset with strong attention to detail.

Preferred Qualifications:

• ITIL Foundation or Intermediate Certification.
• Experience in infrastructure, application support, or cloud operations.
• Knowledge of automation in service operations (e.g., auto-remediation, runbooks).
• Experience in working with global clients or managed services environments.