Job Title:  Senior Consultant | ITIL / Process Management | Bengaluru | Engineering

Senior Consultant | EA&D-Engineering | ITIL

• Location:  Bengaluru
• Entity:  Deloitte Touche Tohmatsu India LLP

The team

Engineering helps Reimagine and re-engineer mission-critical operations and processes; Leverage engineering-led design, deep industry knowledge, and AI and data-driven insights to transform the technology platforms at the heart of business. Working alongside team, we empower and drive mission-critical solutions whether we need to modernize existing systems or implement new technology products and platforms. Through innovation, we improve financial performance, accelerate new digital businesses and fuel growth. Learn more about Engineering, AI and Data

Your work profile

We are seeking a Process Manager with strong ITIL governance, service management experience, and cloud operations exposure.

Key Responsibilities

1. Process Governance & Standardization

- Own ITIL processes (Incident, Problem, Change, Release, Request, Knowledge).

- Ensure adherence to workflows and compliance.

- Maintain SOPs and runbooks.

2. Incident, Problem & Change Management

- Facilitate incident bridges.

- Drive RCA and corrective actions.

- Govern change management.

3. Operational Excellence

- Identify gaps and inefficiencies.

- Promote automation.

- Standardize processes across teams.

4. Compliance, Audits & Documentation

- Maintain audit evidence.

- Support internal/external audits.

- Track deviations.

5. Stakeholder Coordination

- Collaborate with SDMs, Cloud Ops Leads, DevOps, and SRE.

- Conduct process training.

6. Reporting & Metrics

- Prepare SLA/OLA dashboards.

- Analyze trends in incidents and changes.

7. Continuous Improvement

- Implement ITIL best practices.

- Drive process optimization. 

Key skills required: 

- 6-10 years cloud operations/service management.

- Strong understanding of ITIL.

- Experience with ITSM tools.

- Experience leading globally distributed teams.

- Proficiency with monitoring tools and ticketing systems.

- Strong stakeholder management and communication skills.