Full Job Description
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Support Operations Lead, Manager – Fulltime
Lead L1 support operations in Delivery Excellence.
Work you’ll do
Streamline support processes, enable L1 team for service level achievement and process compliance
Lead continual improvement of support processes for effective and efficient support services
Liaison with multiple L2 teams on upcoming product releases, keeping knowledge base up to date, training L1 staff etc.
Onboard new capabilities/ tools on the established support model
Develop and manage metrics, key performance indicators for support operations, analyzing and identifying trends and taking mitigation steps
Be the point of contact for inquiries on support processes
Delivery Excellence plays a pivotal role within Deloitte Consulting by partnering with the business to enhance and enable how the practice sells and delivers projects. We promote innovation, drive efficiencies and collaboration, and provide meaningful insights to manage risk and improve the quality in the way we sell and deliver projects. This results in market differentiation, improved client outcomes, and positions our business to navigate the growing complexity in our engagements.
Delivery Excellence is seeking innovative, forward-thinking professionals who are energized by bringing ideas to life that help shape and transform how the Consulting practice delivers to clients
8+ years in ITIL led support operations
Ability to manage a team of around 10
Hands-on configuration experience in ServiceNow
Detail oriented – drive the team to operate within defined SLAs
Strong understanding of ITIL framework, preferably certified
Experience in call-center operations
Liaising with middle and senior project leadership across different geographical locations
Knowledge of MS Office with strong skills in MS PowerPoint, MS Word and MS Excel
Strong written and verbal communication, interpersonal and networking skills
Bachelor’s Degree B.E/B.Tech, ME/M.Tech, M.Sc, MCA.
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In the United States, Deloitte LLP is the member firm of DTTL. Like DTTL, Deloitte LLP does not provide services to clients. Instead, services are primarily provided by the subsidiaries of Deloitte LLP, including:
Deloitte & Touche LLP
Deloitte Consulting LLP
Deloitte Financial Advisory Services LLP
Deloitte Tax LLP
Requisition code: E22HCMANJK-Supp Ops