Service Desk Manager

Are you an experienced, passionate pioneer in technology who wants to work in a collaborative environment? As an experienced Service Desk Manager-Project Delivery Manager you will have the ability to share new ideas and collaborate on projects as a consultant without the extensive demands of travel.

If so, consider an opportunity with Deloitte under our Project Delivery Talent Model. Project Delivery Model (PDM) is a talent model that is tailored specifically for long-term, onsite client service delivery.

Work you'll do / Responsibilities

• As a Service Desk Manager, you will be responsible for managing the Service Desk team, Managing CIM function, Managing NOC Function, Managing SLAs, Managing Reporting, Managing IVR and telephony queues
• This is a large multi year project, that provides operate service from Infrastructure to application for one of our leading Consumer industry clients.

This client is looking to transform their Operate business and leap frog into the future by adopting GenAI and AIOps capabilities.

The Team

Our Core Technology Operations (CTO) team offers differentiated operate services for our clients with solutions to help organizations scale and optimize critical business operations, drive speed to outcome, deliver business transformation, and build resilience in an uncertain future.

Our operate services within CTO include :

• Foundry Services : Operate services providing flexible, recurring resource capacity for client initiatives, projects, tasks, and enhancement
• Managed Services : Operate services that provide ongoing maintenance, monitoring, and optimization for IT / Engineering applications & products

Qualifications

Required

• Bachelor's degree or higher strongly preferred, or equivalent experience in a related field
• 10+ years of related and progressive experience combining IT delivery, operations, and service management
• Must have demonstrated expertise in ITIL, ability to establish vision, drive organizational change, and deliver positive results in an IT operations environment
• Demonstrated ability to facilitate cross-functional teams to develop, document, and improve processes
• Experience in implementing a structured approach and process to IT service delivery and support within a corporate environment
• Experience developing and managing SLAs, key performance indicators and critical success factors for ITIL processes and various IT work environments
• Understanding of Service Desk tools like ServiceNow, Amazon connect, etc
• Understanding of call metrics like ACD, call waiting, FCR, AHT, etc.
• Experience working with ITSM software applications (e.g., ServiceNow), as well as analyzing and directing improvements for business results
• Experience in developing continuous improvement programs for ITIL processes and IT services with clearly defined outcomes and success criteria
• ITIL Managing Professional certified (or significant volume of ITIL 4 intermediate certifications), with experience implementing ITIL framed processes
• Experience with Microsoft Office Suite (Word, Excel, PowerPoint, and Visio)
• Strong oral and written communication skills
• Robust problem-solving and troubleshooting
• Should have excellent understanding of Quality & Operational metrics
• Ability to proactively seek pre-empt and prevent bottlenecks by implementing practical solutions within tight deadlines
• Experience on handling issues on M365, various Operating Systems, VPN, Remote Desktop Connection, and Team viewer to resolve the issues.
• Should be able to handle escalated calls & initiate major incident bridges
• Flexibility to adapt and apply innovation to varied business domain and apply technical solutioning and learnings to use cases across business domains and industries
• Flexible to work any shift in a 24X7 environment on rotational basis
• Limited immigration sponsorship may be available.
• Ability to travel 10%, on average, based on the work you do and the clients and industries / sectors you serve

Information for applicants with a need for accommodation : https : / / www2.deloitte.com / us / en / pages / careers / articles / join-deloitte-assistance-for-disabled-applicants.html

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