[Remote] ITSM Process & Product Manager Job Details | Deloitte

Note: The job is a remote job and is open to candidates in USA. 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.ResponsibilitiesDesign ITSM and CMDB ProcessesLead the assessment and analysis of our current ITSM process, identifying areas for improvement, inefficiencies, and opportunities for modernizationDevelop and implement a comprehensive roadmap for process improvement initiatives, outlining key objectives, milestones, and timelines for modernizing our incident management processCollaborate closely with stakeholders from various departments, including IT operations, service desk, and business units, to gather input, requirements, and feedback for process improvement initiativesDrive the design and implementation of new ITSM workflows, procedures, and tools (including ServiceNow and the Common Service Data Model) to improve service levelsRefresh key performance indicators (KPIs) and metrics to measure the effectiveness and efficiency of the ITSM process, tracking progress and identifying areas for further optimizationAct 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 excellenceStay 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 capabilitiesFacilitate regular review meetings and post-implementation reviews to evaluate the impact of process improvements, gather feedback, and identify opportunities for further refinementPartner with relevant teams, customers, leadership and steering committees to align ITSM process improvement initiatives with broader organizational goals and strategic objectivesSkillsBachelor'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 environmentRobust understanding of ITSM principles, processes, and frameworks (e.g., ITIL), with ITIL and Lean Six Sigma certification preferredExpertise in leading outcome driven tooling initiatives such as ServiceNow, enterprise monitoring tools, AI and policy as code practicesDemonstrated expertise in process analysis, design, and optimization, with a track record of driving measurable improvementsExcellent project management skills, with the ability to develop and execute detailed project plans, manage resources, and track progress against milestones and deliverablesExcellent analytical and problem-solving abilities, with the ability to analyze complex issues, identify root causes, and develop pragmatic solutionsExceptional communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical stakeholders and influence change at all levels of the organizationFlexibility to adapt to changing priorities and work effectively in a fast-paced, dynamic environmentITIL and Lean Six Sigma certification preferredBenefitsLimited immigration sponsorship may be available.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.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.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.Company OverviewDeloitte drives progress. Our firms around the world help clients become leaders wherever they choose to compete. It was founded in 2002, and is headquartered in Baku, Baki, AZE, with a workforce of 10001+ employees. Its website is https://www2.deloitte.com/az/az.html.Company H1B SponsorshipDeloitte has a track record of offering H1B sponsorships, with 1055 in 2026, 6871 in 2025, 4911 in 2024, 5604 in 2023, 8090 in 2022, 5993 in 2021, 10388 in 2020. Please note that this does not guarantee sponsorship for this specific role.