ITSM Process & Product Manager Job Details | Deloitte

Deloitte Global is a leader in developing and leading global initiatives across various disciplines. The ITSM Process & Product Manager will be responsible for improving IT service management practices by leading initiatives that enhance efficiency and effectiveness, collaborating with cross-functional teams, and implementing AI-driven workflows.

Responsibilities:

• Design ITSM and CMDB Processes
• Lead the assessment and analysis of our current ITSM process, identifying areas for improvement, inefficiencies, and opportunities for modernization
• Develop and implement a comprehensive roadmap for process improvement initiatives, outlining key objectives, milestones, and timelines for modernizing our incident management process
• Collaborate closely with stakeholders from various departments, including IT operations, service desk, and business units, to gather input, requirements, and feedback for process improvement initiatives
• Drive the design and implementation of new ITSM workflows, procedures, and tools (including ServiceNow and the Common Service Data Model) to improve service levels
• Refresh key performance indicators (KPIs) and metrics to measure the effectiveness and efficiency of the ITSM process, tracking progress and identifying areas for further optimization
• Act as a subject matter expert on ITSM and CMDB best practices, providing guidance, training, and support to internal teams to foster a culture of continuous improvement and excellence
• Stay abreast of industry trends, emerging technologies, and best practices in ITSM and process improvement, incorporating new methodologies, tools, automations and AI (such as NowAssist or CoPilot) to enhance our incident management capabilities
• Facilitate regular review meetings and post-implementation reviews to evaluate the impact of process improvements, gather feedback, and identify opportunities for further refinement
• Partner with relevant teams, customers, leadership and steering committees to align ITSM process improvement initiatives with broader organizational goals and strategic objectives

Requirements:

• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent work experience)
• Proven experience in leading process improvement initiatives in ITSM within a large, complex IT environment
• Robust understanding of ITSM principles, processes, and frameworks (e.g., ITIL), with ITIL and Lean Six Sigma certification preferred
• Expertise in leading outcome driven tooling initiatives such as ServiceNow, enterprise monitoring tools, AI and policy as code practices
• Demonstrated expertise in process analysis, design, and optimization, with a track record of driving measurable improvements
• Excellent project management skills, with the ability to develop and execute detailed project plans, manage resources, and track progress against milestones and deliverables
• Excellent analytical and problem-solving abilities, with the ability to analyze complex issues, identify root causes, and develop pragmatic solutions
• Exceptional communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical stakeholders and influence change at all levels of the organization
• Flexibility to adapt to changing priorities and work effectively in a fast-paced, dynamic environment
• ITIL and Lean Six Sigma certification preferred