Job Title:  Director/ Sr Mgr| Technology Operations Lead Bengaluru | Operate SGO

Role: Sr Operations Manager

Your potential, unleashed.

India’s impact on the global economy has increased at an exponential rate and Deloitte presents an opportunity to unleash and realise your potential amongst cutting edge leaders, and organisations shaping the future of the region, and indeed, the world beyond.

At Deloitte, your whole self to work, every day. Combine that with our drive to propel with purpose and you have the perfect playground to collaborate, innovate, grow, and make an impact that matters.

The team

Operate is one of our Four at the Core pillars driving forward our transformation agenda. Operate sees us run, maintain and enhance our clients existing services on a recurring basis. Using Operate services, we transform conventional approaches for operating critical processes, infrastructure, platforms and applications. By applying the right mix of Deloitte tech, intellectual property, talent and capacity, we help organisations embed continuous advantage through new outcome-oriented solutions that deliver enhanced business value.

Deloitte has established an Operate Centre of Excellence for the Asia Pacific region. The COE aims to deliver top tier Operate capability support, catering to APAC and other markets across the region

Job Summary:

We are seeking a highly experienced Senior Ops Manager to lead and manage large Application Management Services (AMS) program. The ideal candidate will have extensive experience in IT Operations & Support, with a proven track record of managing medium to large operations for large enterprises. This role requires strong expertise in service management reporting, AMS governance, and escalation management. The candidate should be well-versed in leveraging ITSM tools like ServiceNow, Remedy, or similar tools to build effective service management reporting. Exceptional communication skills and a high degree of customer centricity are essential.

Responsibilities:

Support Sales: Work closely with Sales and Solution teams as an SME to help develop value proposition for our clients:

o  Engage with client teams to understand their current landscape, and help define the scope of potential Operate engagement, both in terms of functional scope, operations scope and the associated effort in terms of people.

o  Assess opportunities for deliverability and assess risk.

o  Identify potential areas where Deloitte can drive productivity and/or other value as part of the engagement.

o  Help conduct due diligence to validate proposed solution and represent the delivery organization in client Orals and Sales Presentations.

Support Delivery:

• Lead and manage large AMS programs spread over multiple years and geographies.
• Oversee IT Operations & Support for large enterprises, ensuring seamless service delivery and operational excellence.
• Manage medium to large operations as an Ops Manager or Service Delivery Manager for large or global customers.
• Ensure effective AMS governance and manage escalations promptly and efficiently.
• Collaborate with stakeholders to define service objectives, scope, and deliverables.
• Monitor and report on service performance, identifying and addressing any issues or risks that may arise.
• Provide leadership and guidance to operations teams, fostering a collaborative and results-oriented environment.
• Maintain strong relationships with clients, vendors, and internal teams to ensure successful service delivery outcomes.
• Conduct post-service reviews to identify lessons learned and opportunities for improvement.
• Handle multiple applications across Cloud, ERP, Testing, including application enhancement and bug fixing.

 Develop Capability & Offering:

o  Develop and implement service management reporting, leveraging ITSM tools like ServiceNow, Remedy, or similar tools. 

Desired qualifications

• Bachelor's degree in “Information Technology”, Business Administration, or a related field.
• 15+ years of experience in IT Operations & Support, with a focus on service delivery and project management.
• Proven experience in managing large AMS programs and IT operations for large enterprises.
• Strong understanding of service management reporting, AMS governance, and escalation management.
• Experience with ITSM tools like ServiceNow, Remedy, or similar tools.
• Excellent project management skills, with a track record of delivering projects on time and within budget.
• Strong leadership and team management skills.
• Exceptional communication and interpersonal skills.
• High degree of customer centricity and ability to work effectively in a fast-paced and dynamic environment.

Desired Skills:

• PMP or ITIL certification.
• Experience with cloud-based services and technologies.
• Knowledge of industry best practices and emerging trends in IT service management.

Location and way of working

·      Base location: Bangalore/Pune

·      This profile involves frequent travelling to client locations

·      Hybrid is our default way of working. Each domain has customised the hybrid approach to their unique needs.

Your role as a leader

At Deloitte India, we believe in the importance of leadership at all levels. We expect our people to embrace and live our purpose by challenging themselves to identify issues that are most important for our clients, our people, and society, and make an impact that matters.

In addition to living our purpose, leaders across our organization must strive to be:

·      Inspiring - Leading with integrity to build inclusion and motivation

·      Committed to creating purpose - Creating a sense of vision and purpose

·      Agile - Achieving high-quality results through collaboration and Team unity

·      Skilled at building diverse capability - Developing diverse capabilities for the future

·      Persuasive / Influencing - Persuading and influencing stakeholders

·      Collaborating - Partnering to build new solutions

·      Delivering value - Showing commercial acumen

·      Committed to expanding business - Leveraging new business opportunities

·      Analytical Acumen - Leveraging data to recommend impactful approach and solutions through the power of analysis and visualization

·      Effective communication – Must be well abled to have well-structured and well-articulated conversations to achieve win-win possibilities

·      Engagement Management / Delivery Excellence - Effectively managing engagement(s) to ensure timely and proactive execution as well as course correction for

the success of engagement(s)

·      Managing change - Responding to changing environment with resilience

·      Managing Quality & Risk - Delivering high quality results and mitigating risks with utmost integrity and precision

·      Strategic Thinking & Problem Solving - Applying strategic mindset to solve business issues and complex problems

·      Tech Savvy - Leveraging ethical technology practices to deliver high impact for clients and for Deloitte

·      Empathetic leadership and inclusivity - creating a safe and thriving environment where everyone's valued for who they are, use empathy to understand others to adapt our behaviours and attitudes to become more inclusive. 

How you’ll grow

Connect for impact

Our exceptional team of professionals across the globe are solving some of the world’s most complex business problems, as well as directly supporting our communities, the planet, and each other. Know more in our Global Impact Report and our India Impact Report.

Empower to lead

You can be a leader irrespective of your career level. Our colleagues are characterised by their ability to inspire, support, and provide opportunities for people to deliver their best and grow both as professionals and human beings. Know more about Deloitte and our One Young World partnership.

Inclusion for all

At Deloitte, people are valued and respected for who they are and are trusted to add value to their clients, teams and communities in a way that reflects their own unique capabilities. Know more about everyday steps that you can take to be more inclusive. At Deloitte, we believe in the unique skills, attitude and potential each and every one of us brings to the table to make an impact that matters.

Drive your career

At Deloitte, you are encouraged to take ownership of your career. We recognise there is no one size fits all career path, and global, cross-business mobility and up / re-skilling are all within the range of possibilities to shape a unique and fulfilling career. Know more about Life at Deloitte.

Everyone’s welcome… entrust your happiness to us                                                                              

Our workspaces and initiatives are geared towards your 360-degree happiness. This includes specific needs you may have in terms of accessibility, flexibility, safety and security, and caregiving. Here’s a glimpse of things that are in store for you.