ITSM Process & Product ManagerReference Code 4510

Country:
US Locations: USA - Tampa; USA - Hermitage; USA - Nashville

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

The ITSM Process & Product Manager is an expert in incident, problem, change and release management processes, specializing in following ITIL standards and using ServiceNow ITSM modules. Working within the IT Service Management and CMDB team, this role will lead initiatives to improve the efficiency, effectiveness, and reliability of our ITSM practices. This role has a strategic mindset, strong analytical skills, and the ability to collaborate effectively with cross-functional teams to implement process changes and drive organizational change. You'll shape stakeholder sentiment across our global teams and member firms-designing and executing engagement strategies, facilitating and running working groups, and aligning leaders to accelerate adoption and organizational change.

You'll partner with engineering, operations, and business leaders to prototype, scale, and measure AI-driven workflows that reduce manual work, improve reliability, and boost user experience. If you're excited to implement real-world AI solutions and change how teams operate, we want you on the team!

Key responsibilities include:
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.

The team

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, 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.

Limited immigration sponsorship may be available.

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.

Recruiting for this role ends on .