Job Title:  Senior Consultant | Service Delivery Manager - Project Management| Bengaluru | Engineering

Role: We are looking for an experienced Project Manager  to oversee cloud application operations and ensure seamless service delivery aligned with ITSM frameworks. The role involves managing client relationships, driving process improvements, and ensuring compliance with change management and KPI objectives.

Your potential, unleashed.

India’s impact on the global economy has increased at an exponential rate and Deloitte presents an opportunity to unleash and realize your potential amongst cutting edge leaders, and organizations 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
The Team strategic growth team serves as a central pillar driving growth and transformation within Deloitte, spanning several business lines and various technology functions.  We are established as a centralized team collaborating across consulting, implementation, and operation to maintain and enhance client value offerings and services. We innovate conventional approaches, leveraging Deloitte technology, differentiated domain expertise, intellectual property, talent, and capacity to embed continuous advantage and deliver enhanced business value.

In this team, our focus is on catering to the unique needs and preferences of clients in the South Asia region. Your role within this dynamic team is essential for establishing networks and relationships across the client stakeholder ecosystem and ensuring service fulfillment. Additionally, you will collaborate closely with other Deloitte leadership and stakeholders dedicated to the client. Your contributions will involve nurturing new and existing relationships, supporting presales life cycles, and playing a pivotal role in driving the success of Deloitte business growth for the specific client.

You will be part of a global organization that is making a measurable impact that matters every day.

Key Responsibilities:

• Manage cloud application operations across multiple environments ensuring high availability and performance.
• Implement and maintain ITSM frameworks (e.g., ITIL) for incident, problem, and change management processes.
• Oversee change management activities, ensuring minimal disruption and adherence to governance standards.
• Act as the primary point of contact for client relationship management, ensuring customer satisfaction and SLA compliance.
• Define, monitor, and report on KPIs and SLAs for service delivery performance.
• Drive process improvement initiatives to enhance operational efficiency and reduce risk.
• Collaborate with technical teams to resolve escalations and ensure timely incident resolution.
• Prepare and present service performance reports to stakeholders and clients.
• Define and manage product roadmap aligned with business objectives and customer needs.
• Oversee end-to-end project management for product development and deployment.
• Collaborate with engineering, operations, and business teams to ensure timely delivery.
• Drive operational excellence by implementing best practices and process improvements.
• Manage stakeholder communication, providing regular updates on progress, risks, and dependencies.
• Conduct risk assessments and develop mitigation strategies for critical projects.
• Act as a liaison between technical teams and business stakeholders to translate requirements into actionable plans.

Your work profile

• Strong experience in cloud application operations (AWS, Azure, GCP preferred).
• In-depth knowledge of ITSM frameworks and best practices (ITIL certification preferred).
• Proven expertise in change management processes and governance.
• Excellent client relationship management and communication skills.
• Ability to define and manage KPIs, SLAs, and drive continuous improvement.

• Strong analytical and problem-solving skills with a focus on operational excellence.

Desired qualifications

• ITIL v4 Certification or equivalent.
• Experience with service delivery in multi-cloud environments.
• Familiarity with automation and monitoring tools for cloud operations.
• Bachelor’s or Master’s degree in Computer Science, Design, or related field.
• Certifications such as PMP, PRINCE2, Agile/Scrum, or ITIL.
• Experience with cloud platforms (AWS, Azure, GCP) and SaaS product management.
• Exposure to DevOps practices and CI/CD pipelines.

Location and way of working

• Base location: Bhubaneswar/Bengaluru/Mumbai
• This profile involves frequent travelling to client locations
• Hybrid is our default way of working. Each domain has customized the hybrid approach to their unique needs.

Your role as a leader

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 for society.

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.