Job Title:  Consultant | ITSM (IT Service Management) | Delhi | TECH STRATEGY & TRANSFORMATION

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

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.

Your work profile:

As a Major Incident Manager at Deloitte, you will be responsible for leading the response to critical IT incidents for high profile clients that have significant business impact. You will coordinate cross-functional technical teams, manage stakeholder communication, and drive incidents to swift resolution while maintaining process compliance, defined service levels and operational excellence.

Key Responsibilities

Own and lead Major Incident bridge calls, ensuring structured communication, timely escalations, and effective technical engagement.

Coordinate recovery actions by working closely with infrastructure, application, and vendor teams.

Communicate clearly and consistently with business stakeholders, service owners, and leadership teams during and after incidents.

Follow ITIL-aligned Service Management practices, including Change, Problem, and Incident Management processes.

Drive root cause analysis (RCA) and contribute to post-incident reviews (PIR), ensuring lessons learned and continuous improvements.

Monitor incident trends, recurring issues, and systemic gaps, proactively recommending preventive measures.

Collaborate with Key stakeholders liaising with MIM Process like Cybersecurity, Service Desk, and third-party support teams to enhance operational resilience.

Identify & Participate in process improvement, compliance audits, and operational reviews related to incident management.

Key Requirements

• Proven experience in Major Incident Management within enterprise IT environments.
• Strong knowledge of ITIL practices, particularly Incident, Problem, and Change Management.
• Excellent ability to lead recovery calls, manage high-pressure situations, and drive consensus.
• Experience coordinating with global support teams, vendors, and business stakeholders.
• Strong verbal, written, and executive communication skills.
• Familiarity with tools like ServiceNow, Remedy, or similar ITSM platforms.
• Certifications in ITIL4, ServiceNow, or similar frameworks preferred.
• Solid understanding of ITSM/ITIL processes and their operational integration.
• Ability to manage cadence calls, prepare executive presentations, and Excel-based reporting for incident summaries and KPIs.
• Ability to perform ITSM/ITIL process assessments, provide recommendations, and drive process improvements is an added advantage.

Eduactaion Qualification:

Any Bachelor's/ Master's Degre 

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. 

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.  

Interview tips

We want job seekers exploring opportunities at Deloitte to feel prepared, confident and comfortable. To help you with your interview, we suggest that you do your research, know some background about the organisation and the business area you’re applying to. Check out recruiting tips from Deloitte professionals.