Job Title:  Manager | SDM | Mumbai | Engineering

Manager | EA&D-Engineering | SDM

• Location:  Pune
• 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

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 skills required: 

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.

Educational Qualifcations-Any Bachelors