Associate Director | ITSM | Bengaluru Eco space | Technology Strategy & Transformation

Deloitte & Touche GmbH Wirtschaftsprüfungsgesellschaft; Bengaluru; On-site; INR 350,000 - 550,000; Full time

Job summary

Deloitte & Touche GmbH Wirtschaftsprüfungsgesellschaft is seeking a SIAM Governance Lead / Service Delivery Excellence Lead to establish and mature enterprise SIAM operations across complex multi-vendor environments.

The role emphasizes governance, ITSM, and service quality improvements, with hands-on collaboration across MSPs, infrastructure partners, and business stakeholders to drive proactive operations and incident reduction.

Qualifications

• 10+ years of experience in SIAM, ITSM governance, or related vendor management.
• Hands-on governance for Incident, Problem, Change, and Major Incident Management.
• Strong ITIL knowledge and governance frameworks.
• Experience with ERP/MIS/Infrastructure support environments.
• Stakeholder management and executive communication.

Responsibilities

• Establish and mature enterprise SIAM governance across multi-vendor environments.
• Drive Service Delivery Excellence through Incident, Problem, Change, and Major Incident Management processes.
• Create governance operating models and KPI dashboards.
• Lead DNO reviews and ongoing governance assessments.
• Collaborate with MSPs, vendors, and business stakeholders.

Skills

SIAM/ITSM Governance

Incident Management

Problem Management

Change Management

Vendor governance

Executive communication

KPI reporting

Education

Bachelor’s degree in Engineering/IT/CS

ITIL Certification

SIAM Foundation/Professional certification

Tools

ServiceNow ITSM

ERP/MIS environments

Job description

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Role Title: SIAM Governance Lead / Service Delivery Excellence Lead

Work Mode: Work from Office (5 Days a Week)

Experience Required

10+ Years relevant experience in Vendor Management, SIAM, ITSM Governance, Major Incident Management, Service Delivery Governance, or Managed Services Operations.

Role Overview

We are seeking a highly driven and governance-focused SIAM professional to establish and mature enterprise-scale IT Service Integration and Management (SIAM) operations across complex multi-vendor environments. The role will be responsible for driving Service Delivery Excellence, improving operational governance, enhancing customer experience, reducing Major Incidents, and enabling proactive IT operations through process optimization, governance frameworks, and AIOps-led operational transformation.

The ideal candidate should possess strong experience in ITSM governance, Incident/Major Incident Management, Problem Management, vendor governance, operational reporting, RCA governance, and service quality assurance across large-scale ERP/MIS/Infrastructure landscapes.

This role requires hands-on engagement with cross-functional teams, MSPs, infrastructure partners, application support teams, and business stakeholders to establish a mature governance operating model aligned to industry best practices.

Key Responsibilities

SIAM Governance & Service Integration

• Establish and operationalize SIAM governance frameworks across multi-vendor IT ecosystems.
• Drive Service Delivery Excellence initiatives across Incident, Problem, Change, Major Incident, and Service Improvement processes.
• Define and implement governance operating models for large-scale managed services engagements.
• Create governance structures for Daily, Weekly, Monthly, and Quarterly operational reviews.
• Ensure accountability across multiple support vendors and assignment groups.
• Develop governance dashboards, operational KPIs, and service quality scorecards.
• Conduct Delivery & Objectives (DNO) reviews and operational governance assessments.

Major Incident & Operational Excellence

• Lead governance around Incident Management (IM), Problem Management (PM), Change Management (CHG), and Major Incident Management (MIM).
• Review effectiveness of current MIM processes and identify operational gaps.
• Drive reduction of recurring P1/P2 incidents through structured Problem Management and RCA governance.
• Ensure high-quality Post Incident Reviews (PIRs) and Root Cause Analysis (RCA) documentation.
• Improve incident triaging, escalation effectiveness, communication quality, and stakeholder management.
• Implement quality checks for incident lifecycle management and operational adherence.
• Reduce operational backlog through governance-driven action plans and vendor accountability.
• Establish vendor accountability models and governance mechanisms across MSP and support partners.
• Define measurable operational KPIs, SLAs, OLAs, and service quality benchmarks.
• Conduct operational governance reviews with vendors and internal stakeholders.
• Drive continuous service improvement programs (SIP) aligned to business outcomes.
• Identify operational inefficiencies and governance gaps across support delivery teams.

ITSM Process Excellence

• Review existing ITSM operating models and recommend governance improvements aligned to industry best practices.
• Improve customer experience across IT operations and service management functions.
• Drive standardization of communication templates, escalation frameworks, ROTA governance, and operational workflows.
• Establish operational maturity roadmaps and phased governance transformation strategies.
• Support implementation of governance controls for complex ERP/MIS application landscapes.

AIOps & Operational Transformation

• Support introduction and adoption of AIOps capabilities across IT operations.
• Collaborate with platform teams to improve automated triaging, event correlation, RCA insights, and operational intelligence.
• Drive operational automation opportunities across ServiceNow, infrastructure monitoring, and incident management workflows.
• Enable proactive operational monitoring and predictive governance practices.

Should be able to drive Transformation Approach

The role is expected to drive governance maturity through phased operational transformation:

• Process assessment and gap analysis
• Daily operational governance cadence
• Incident quality reviews
• Immediate pain-point remediation
• Vendor accountability alignment
• Service Delivery Excellence framework implementation
• RCA/PIR maturity improvements
• Enhanced customer experience initiatives
• Operational automation opportunities
• Fully integrated SIAM governance model
• Predictive operational governance
• Reduced Major Incident trends
• Mature vendor accountability framework

Mandatory Skills

• Strong experience in SIAM / ITSM Governance / Service Delivery Governance.
• Hands-on experience in Incident, Problem, Change, and Major Incident Management.
• Strong understanding of ITIL processes and governance frameworks.
• Experience handling complex ERP/MIS/Infrastructure support environments.
• Expertise in operational governance, RCA management, and service improvement programs.
• Experience managing MSP/vendor governance models.
• Strong stakeholder management and executive communication skills.
• Experience in governance reporting, KPI management, and operational reviews.

Preferred Skills

• Exposure to AIOps and operational automation platforms.
• Experience with ServiceNow ITSM modules.
• Understanding of enterprise infrastructure and application support models.
• Exposure to ERP ecosystems such as SAP or similar enterprise platforms.
• Knowledge of operational resilience and service integration practices.

Desired Candidate Profile

• Strong analytical and governance mindset.
• Ability to drive operational transformation initiatives.
• Excellent coordination and stakeholder engagement capabilities.
• Strong communication and presentation skills.
• Ability to challenge operational inefficiencies and drive accountability.
• Experience working in high-pressure enterprise support environments.

Key Focus Areas

• Improve IT Operations Governance
• Enhance Customer Experience
• Strengthen Vendor Accountability
• Standardize ITSM Operational Practices
• Drive Service Delivery Excellence
• Enable AIOps-led Operational Maturity

Educational Qualification

• Bachelor’s degree in Engineering, Information Technology, Computer Science, or related field.
• ITIL Certification preferred.
• SIAM Foundation/Professional certification is an added advantage.