Join Deloitte's Technology & Transformation practice as a Senior Consultant, specializing in ITSM Operations. This role is crucial for leveraging data and providing strategic guidance to help companies manage complex data landscapes and drive fact-based decision-making.

Our practice focuses on business intelligence, data management, performance management, and advanced analytics, including big data, cloud, and machine learning. You'll be instrumental in managing IT service delivery and ensuring operational excellence within a dynamic environment.

Drive operational excellence in IT Service Management (ITSM) and ensure robust SLA governance. You will be responsible for monitoring service-level agreements, overseeing IT operations, and implementing continuous service improvement initiatives. This includes managing escalations, identifying operational risks, and ensuring seamless service delivery.

Your role will involve detailed performance monitoring, identifying service gaps, and implementing corrective actions. Strong stakeholder engagement and effective communication will be key to your success in this position.

We are seeking an experienced ITSM Operations SME with a minimum of 12 years in IT Service Management, SLA governance, and IT operations. A strong understanding of ITSM processes and frameworks is essential, along with expertise in SLA monitoring, governance, and reporting.

Demonstrated experience in IT operations management, service delivery, and fostering continuous improvement is required. The ideal candidate will possess excellent stakeholder management and communication skills, with the ability to manage escalations and operational risks effectively. While not mandatory, an ITIL Expert or PMP certification is highly preferred.