T&T Manager - Technical Service Management Lead

Are you ready to unleash your potential?

At Deloitte, our purpose is to make an impact that matters for our clients, our people, and the communities we serve. 

We believe we have a responsibility to be a force for good, and WorldImpact is our portfolio of initiatives focused on making a tangible impact on society’s biggest challenges and creating a better future. We strive to advise clients on how to deliver purpose-led growth and embed more equitable, inclusive as well as sustainable business practices. 

Hence, we seek talented individuals driven to excel and innovate, working together to achieve our shared goals. 

We are committed to creating positive work experiences that foster a culture of respect and inclusion, where diverse perspectives are celebrated, and everyone is recognised for their contributions.

Ready to unleash your potential with us? Join the winning team now!

Work you will do

Technical Service Management Lead is responsible for overseeing the IT operations aspects of the business services, ensuring they are delivered efficiently, reliably, and in accordance with service level agreements (SLAs). This role integrates Site Reliability Engineering (SRE) and IT service management to enhance service delivery, operational performance, and service reliability. Additionally, this role involves building up the service delivery team, including recruitment and enablement. The ideal candidate will have a strong background in IT operations, distributed systems, cloud, and excellent leadership skills.

Key Responsibilities:

• Operations Management:
  • Oversee the day-to-day IT operations using SRE principles and methodologies
  • Define and maintain operational processes and procedures
• DevOps Practices:
  • Promote a DevOps culture within the team, emphasizing collaboration, automation, and continuous improvement
  • Collaborate with development teams to ensure smooth and efficient deployment processes
• Incident Management:
  • Develop and manage the incident management process to ensure timely resolution of incidents
  • Coordinate the response to major incidents, ensuring effective communication and resolution
  • Maintain an incident log and perform post-incident reviews to identify areas for improvement
• Problem Management:
  • Identify and analyze recurring issues to determine root causes and implement solutions
  • Maintain a problem management database and track the status of problem resolutions
  • Work proactively to prevent incidents by addressing root causes and implementing preventive measures
• Service Delivery:
  • Ensure that all services are delivered in accordance with SLAs
  • Monitor service performance metrics and report on service delivery
  • Manage the resolution of operational and service-related issues and incidents
• Team Leadership:
  • Lead, mentor, and manage the IT operations service delivery team
  • Conduct performance reviews and provide feedback to team members
  • Foster a collaborative and high-performance team environment
• Recruitment and Training:
  • Build up the service delivery team by recruiting and selecting top talent
  • Develop and implement training programs to ensure team members are skilled and knowledgeable
  • Onboard new employees and provide continuous development opportunities
• Customer Relationship Management:
  • Act as the primary point of contact for clients regarding operational service delivery
  • Build and maintain strong client relationships
  • Address client concerns and ensure timely resolution of issues
• Coordination and Collaboration:
  • Work closely with other departments (e.g., IT, support, facilities) to ensure seamless service delivery
  • Coordinate with vendors and third-party service providers as needed
  • Facilitate communication between clients and technical teams
• Continuous Improvement:
  • Identify opportunities for improving operational processes and efficiency
  • Implement operational improvement plans and initiatives
  • Stay updated on industry trends and incorporate best practices into operations
• Compliance and Security:
  • Ensure compliance with industry standards, regulations, and security policies
  • Conduct regular audits and assessments to ensure operational and security compliance
  • Manage risk and implement mitigation strategies
• Financial Management:
  • Manage the budget for data center operations
  • Ensure cost-effective delivery of services
  • Monitor and control operational expenses

Your role as a leader

At Deloitte, we believe in the importance of empowering our people to be leaders at all levels. We expect our people to embrace and live our purpose and shared values, challenging themselves everyday to identify issues that are most important to our clients, our people and the communities, and to make an impact that matters. In addition to living our purpose, Consultants across our Firm are expected to:

• Understand the goals of Deloitte, align our people to these objectives by setting clear priorities and direction by establishing a positive relationship with a senior stakeholders
• Influence teams, and individuals positively. Lead by example and provide equal opportunity for people to grow, develop and succeed
• Delivers exceptional client service. Maximizes results and drives high performance from people while fostering collaboration across businesses and geographies
• Manage diverse teams within a highly inclusive team culture where people are respected and valued for their contribution
• Develop high-performing teams through challenging and meaningful opportunities and recognize them for the impact that they make

Requirements

• Bachelor’s degree in information technology, Computer Science, Engineering, or a related field
• Minimum of 5 years of experience in IT operations, with at least 2 years in a leadership or managerial role
• Proven experience in SRE, platform observability, DevOps practices, incident management, and problem management
• Experience in recruiting, training, and developing team members
• Strong understanding of IT operations and infrastructure management
• Expertise in SRE principles and practices
• Proficiency in observability tools and techniques (e.g., monitoring, logging, tracing)
• Experience with DevOps tools and practices (e.g., CI/CD, automation, infrastructure as code)
• Strong incident and problem management skills
• Excellent leadership and team management skills
• Strong customer service orientation and relationship management skills
• Strong problem-solving and decision-making abilities
• Excellent communication and interpersonal skills
• Ability to manage budgets and financial resources
• Certifications (Preferred):
  • ITIL Foundation or higher
  • Certified Kubernetes Administrator (CKA)
  • AWS Certified DevOps Engineer or equivalent cloud certifications
  • Data center-related certifications (e.g., CDCP, CDCS)
  • Relevant security certifications (e.g., CISSP)

Due to volume of applications, we regret that only shortlisted candidates will be notified.

Please note that Deloitte will never reach out to you directly via messaging platforms to offer you employment opportunities or request for money or your personal information. Kindly apply for roles that you are interested in via this official Deloitte website.

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