Job Title:  Consulting: BO: Cloud Engineering: Manager: Service Delivery

Job requisition ID ::  51271
Date:  Jan 24, 2023
Location:  Bengaluru
Designation:  Manager
Entity:  Deloitte Touche Tohmatsu India LLP


What impact will you make?

Every day, your work will make an impact that matters, while you thrive in a dynamic culture of inclusion, collaboration, and high performance. As one of the leading professional services organisations, Deloitte is where you will find numerous opportunities to succeed and realise your full potential.


The team
Deloitte is working with global customers on cloud technologies to help unlock growth, stability, and sustainability by enabling them to spot unseen business trends through curation, transformation, and blending of data. In our endeavors for continued expansion, we’re searching for like-minded individuals to help us ‘take it to the next level’.


Scope of work

  • Should have 10 + years of overall experience, with minimum 5 years of experience in Cloud Service Delivery Management
  • Should have experience in atleast one of the core cloud competencies (Cloud – Data Platform, Dev Integration, Infrastructure, DevOps & SRE)
  • Should have experience in the following:
  • Experience in handling 24/7 operations team
  • Stakeholder and escalation management
  • Strong Knowledge on ITSM process and Agile Methodology
  • Good knowledge on – ITSM Ticketing tools (Service Now/Remedy/JIRA)
  • In depth understanding on the process of handling Incident/Change Requests/Problem Management
  • Strong domain knowledge & exposure to transition methodology
  • Strong understanding of Cloud Operations, Quality, and Service


Key responsibilities

  • Operate Lead is expected to play the central point of contact between Business/ delivery team
  • Manage internal and external stakeholder communications
  • Undertake full responsibility for the quality of work produced
  • Ensuring that the system issues are in accordance with the agreed SLAs stated in the contract
  • Well versed with ITIL framework, various delivery models (Onsite, Off-shore, Global Delivery Model, Dedicated and Shared services, Global Command Center) etc.
  • Review the progress and status reports at regular intervals and make sure that it is sent to the client
  • Responsible for informing the client, as early as possible, of any impending slippage in the delivery dates and any matters likely to impede the service level of the contract
  • Responsible for escalation Management on ageing tickets
  • Responsible for establishing the time and agenda for monthly governance meeting with Business
  • Responsible for ensuring that application fixes and new functions are consistent in design and functions as expected
  • Should be able to propose process improvement strategies which would easy or automate to some extent on the application maintenance. Identify process areas with opportunities for improvement and optimization
  • Coordinate and manage initiatives and projects aimed at improving the services we provide to customers - including environment availability and stability, system performance reviews, and improvements
  • Define and measure common operational KPIs across all service management functions, and apply analysis of those metrics to identify trends and define potential solutions
  • Should manage and improve cost of delivery and contribution margins
  • Executing Steering Committee Discussion
  • Experience in managing larger teams in multi/ hybrid cloud environments
  • He should own the responsibility of ongoing activities including enhancement request delivery planning, budgeting and tracking costs, monitoring, and reporting progress, identify risks and develop relevant mitigation plans.
  • Should track the team members performance and enable required measures for upskilling the team
  • Ensure the quality and consistent service delivery and there by maintain a positive client relationship
  • Should work closely with business/product owners to understand their present and upcoming technology solution needs and ensure relevant plans, teams and resources are readied for service deliveries.


Intrapersonal Skills:

  • Excellent Communication Skills
  • Excellent Analytical skills
  • Excellent People Management
  • Excellent Presentation Skills


Educational Skills:

  • Graduation/Post Graduation is a must
  • Any Cloud (Azure/Aws/Google) Certification will be preferred
  • Should have worked on MS Project, Visio, MS Office Suite
  • Project management certification (PMP / Prince2) will be an added advantage


Your role as a leader

At Deloitte India, we believe in the importance of leadership at all levels. 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, and make an impact that matters.

In addition to living our purpose, managers across our organisation:

  • Develop self by actively seeking opportunities for growth, share knowledge and experiences with others, and act as a strong brand ambassadors
  • Understand objectives for clients and Deloitte, align own work to objectives and set personal priorities
  • Seek opportunities to challenge self
  • Collaborate with others across businesses and borders to deliver and take accountability for own and team results
  • Identify and embrace our purpose and values and put these into practice in their professional life
  • Build relationships and communicate effectively in order to positively influence peers and other stakeholders


Professional growth

At Deloitte, our professional development plan focuses on helping people at every level of their career to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there’s always room to learn.From on-the-job learning experiences to formal development programs at Deloitte University, our professionals have a variety of opportunities to continue to grow throughout their career. Explore Deloitte University, The Leadership Center.



At Deloitte, we know that great people make a great organisation. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.


Our purpose                                                                                                              


Deloitte is led by a purpose: To make an impact that matters.

Every day, Deloitte people are making a real impact in the places they live and work. We pride ourselves on doing not only what is good for clients, but also what is good for our people and the communities in which we live and work—always striving to be an organisation that is held up as a role model of quality, integrity, and positive change. Learn more about Deloitte's impact on the world