Job Title: Manager | SDM | Mumbai | Engineering
Role: We are looking for an experienced Service Delivery Manager (SDM) with a database background who can lead end‑to‑end delivery of on‑premise database managed services. The role focuses on governance, client management, operational excellence, financial management, and SLA ownership. Experience with cloud environments is an added advantage.
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.
Your work profile
Service Delivery & Leadership
8–10+ years of experience in IT service delivery, preferably managing database or infrastructure operations.
Strong understanding of database environments from a delivery standpoint.
Experience managing large teams, multi-shift operations, and SLA-based services.
Financial & Commercial Management
Hands-on experience with budgeting, forecasting, account financials, and P&L components.
Familiarity with contract terms, SOWs, billing models, and cost management.
Ability to track productivity, optimize resource usage, and ensure commercial alignment.
Stakeholder & Communication Skills
Excellent communication, negotiation, stakeholder engagement, and presentation skills.
Ability to manage customer escalations and drive resolution with cross-functional teams.
Strong leadership presence and ability to influence outcomes.
Process & Governance
Strong understanding of ITIL concepts (ITIL certification preferred).
Experience working in audit-driven environments (ISO, SOC, regulatory frameworks).
Preferred (Not Mandatory)
Exposure to cloud database services and migrations.
Experience with automation or monitoring platforms.
Understanding of modernization and transformation programs.
Key Responsibilities:
Service Delivery & Governance
Lead the delivery of on‑premise database services and ensure compliance with SLAs, OLAs, KPIs, and audit requirements.
Drive operational processes including Incident, Problem, Change, Release, and Capacity Management.
Conduct regular governance meetings (daily/weekly/monthly) with internal and client stakeholders.
Ensure timely reporting, dashboard reviews, and operational status updates.
Drive Continuous Service Improvement (CSI) and process maturity.
Client & Stakeholder Management
Serve as the primary contact for customers and manage expectations, escalations, and service reviews.
Build strong relationships with business and IT stakeholders to ensure customer success.
Understand customer requirements and align service delivery accordingly.
Team Leadership & People Management
Manage DBA teams working in multi-shift or 24×7 operational models.
Handle hiring, onboarding, skill development, shift planning, and performance management.
Promote a culture of accountability, ownership, and service excellence.
Financial & Commercial Management
Manage account financials including:
Budget planning and forecasting
Cost control and optimization
Resource utilization efficiency
Monthly billing and approval
Ensure profitability and financial health of the delivery account.
Support contract management, SOW reviews, and change request planning.
Process, Quality & Compliance
Ensure strict adherence to ITIL processes and organizational delivery frameworks.
Maintain SOPs, runbooks, checklists, knowledge bases, and audit documentation.
Support internal and external audits and ensure closure of compliance observations.
Identify risks proactively and drive mitigation plans.
Value Addition & Transformation
Collaborate with database technical leads and architects for service enhancements.
Identify opportunities in automation, tooling upgrades, monitoring improvements, and operational efficiency.
Exposure to cloud database services is an added advantage, especially in hybrid environments.
Education Qualifications
Any Bachelors or Masters
Location and way of working
Base location: Hyderabad/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 behaviors and attitudes to become more inclusive.