IT Service and Incident Manager – Manager

Deloitte Technology Posted: 02-Nov-2022

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Deloitte Global is the engine of the Deloitte network. Our professionals reach across disciplines and borders to develop and lead global initiatives. We deliver strategic programs and services that unite our organization.

Work you'll do

This is an individual contributor role. You will work with a team of ITSM practitioners who contribute to the development, operations, and strategy for our ITSM processes and tools to ensure effective management against KPIs, and adherence to process. Responsibilities may include:

  • Incident Management
  • Problem Management
  • Change Management
  • Continual Service Improvement
    • Collaborate with other Deloitte resources in a collaborative manner
    • Conduct Problem investigation and task assignment and tracking
    • Identify Incident trends/themes to develop value proposition business cases
    • Define, develop, and report on process KPIs
    • Audit tickets within our ITSM tools to ensure compliance and accuracy
  • Respond to and manage service issues and problems
  • Report any breaches in information security or policies

The team

What you’ll be part of—our Deloitte Global culture:

At Deloitte, we expect results. Incredible—tangible—results. And Deloitte Global professionals play a unique role in delivering those results. We reach across disciplines and borders to serve our global organization. We are the engine of Deloitte. We develop and implement global strategies and provide programs and services that unite our network.

 In Deloitte Global, everyone has opportunities. We see the importance of your perspective and your ability to create value. We want you to fit in—with an inclusive culture, focus on work-life fit and well-being, and a supportive, connected environment; but we also want you to stand out—with opportunities to have a strategic impact, innovate, and take the risks necessary to make your mark.

 Who you’ll work with:

Deloitte Technology works at the forefront of technology development and processes to support and protect Deloitte around the world. In this truly global environment, we operate not in "what is" but rather "what can be" to help Deloitte deliver and connect with its clients, its communities, and one another in ways not previously conceived.



Qualifications

  • Bachelor’s degree in computer science or a related field (or equivalent)
  • Strong client service orientation
  • 4 years of relevant ITSM, governance, and/or analytics experience
  • Experience with enterprise level ITSM and reporting tools (ServiceNow)
  • Proficiency with MS Excel, PowerPoint and reporting tools/methodologies
  • Excellent communication skills (reading, writing, listening, speaking, and presentation)
  • Able to work independently as well as in a team environment
  • Ability to thrive in a fast paced, multi-tasking environment

Our culture

At Deloitte Global people are valued and respected for who they are – with opportunities to bring their unique perspectives, talents and passions to business challenges. Our global workspace creates room for individuality and collaboration. Ours is an inclusive, supportive, connected culture with a focus on development, flexibility, and well-being. This culture makes Deloitte Global one of the most rewarding places to work, and to transform your career.

Professional development

From entry-level employees to senior leaders, we believe in investing in you, helping you identify and hone your unique strengths at every step of your career. We offer opportunities to build new skills, take on leadership opportunities, and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.

Benefits

At Deloitte, we value our people and offer employees a broad range of benefits. Our Total Rewards program reflects our continued commitment to lead from the front in everything we do—that’s why we take pride in offering a comprehensive variety of programs and resources to support your health and well-being.


At Deloitte Global, we know we’re at our best when we look out for one another; prioritize respect, fairness, development and wellbeing; foster an inclusive culture and embrace diversity in all forms. All qualified applicants will receive consideration for employment regardless of their background, experience, identity, ability or thinking style, and if you need assistance or an accommodation during the application process for accessibility reasons this is available upon request. The preferred candidate will be subject to background screening by Deloitte or by their external third-party provider.