Specialist Manager, Enterprise Operations Xcellence (EOX) – Transformation and Optimization - Platform Administration - Hyderabad

Summary

Position Summary

The Enterprise Operations Xcellence Transformation and Optimization (ETO) Manager leads day-to-day execution and operational stewardship across an assigned portion of the ETO application portfolio, ensuring applications are reliable, well-governed, continuously improved, and positioned to support business priorities. The role leads a team responsible for platform administration, configuration, optimization, reporting, automation, and continuous improvement. Working closely with business owners, platform stakeholders, technology teams, and ETO leadership, this individual will strengthen service reliability, accountability, governance, and measurable business outcomes across their assigned portfolio.

This role manages people and stakeholder relationships directly, and is accountable for the quality, pace, and outcomes of their assigned process area(s).

Work you'll do

As a Specialist Manager, Transformation and Optimization - Platform Administration on the Enterprise Operations Xcellence (EOX) – Transformation and Optimization team, you will be responsible for…

• Lead and mature platform administration capability across an assigned application portfolio. This spans application support, configuration, and reporting. Establish standardized operating practices for intake, triage, escalation, change, release, testing, access management, and documentation.
• Provide operational stewardship across the application portfolio. Monitor platform health, capacity, service performance, incidents, and risks.
• Own the intake and prioritization of enhancement requests and bug fixes from business stakeholders. Decide what's worth doing and communicate clearly on what will and won't get built, and when. Step in personally to drive urgent hot fixes when something breaks in production.
• Drive platform optimization and continuous improvement. Use root-cause analysis, automation, process improvement, and user experience enhancements. Identify and roll out practical AI or automation improvements within your platforms. Examples include automated triage, AI-assisted reporting, and workflow bots.
• Coordinate with other platform managers and technology leads before making changes. Decisions on your applications should not create challenges for other teams or systems downstream. After launching a fix or enhancement, follow up to confirm it delivered the expected time or cost savings. Report on real, measured results, not just that it shipped.
• Lead stakeholder engagement, governance, and performance reporting. Align priorities, manage escalations, track KPIs and benefits, and elevate decisions when needed. Develop and manage the team across US and USI. Provide clear direction, coaching, capacity planning, and performance management. Drive effective cross-geography collaboration.

The team

Enterprise Operations Xcellence (EOX) focuses on improving operational effectiveness, driving transformation execution, and enabling scalable, consistent, and high-quality outcomes across the organization. The team works across process areas to strengthen governance, improve delivery discipline, and embed more efficient ways of working, including AI-enabled support for reporting, risk visibility, action management, communications, training, and adoption.

Location: Hyderabad

Shift Timings: 2:00 PM to 11:00 PM

Qualifications

• Master’s degree in business, Operations, Engineering, Technology, Organizational Change, or a related field.
• 10+ years leading platform administration, application operations, or enterprise technology support, with expertise in platform optimization, continuous improvement, and stakeholder leadership.
• Demonstrated experience administering, configuring, and optimizing ServiceNow or a comparable enterprise ticketing and workflow platform, including request, incident, and case management; workflow and service catalog configuration; queue, assignment, routing, prioritization, and escalation management.
• Prior experience developing operating procedures, support models, runbooks, knowledge-transfer plans, and governance routines.
• Strong communication and presentation skills, with the ability to tailor messaging to diverse audiences.
• Strong analytical, problem-solving, organizational, and strategic thinking capabilities.
• Comfortable operating in ambiguous or unstructured work environments, with the ability to bring structure and drive outcomes.
• Experience leveraging digital, AI, automation, or emerging technologies to improve platform operations, user experience, and process efficiency is preferred.

Our purpose

Deloitte’s purpose is to make an impact that matters for our people, clients, and communities. At Deloitte, purpose is synonymous with how we work every day. It defines who we are. Our purpose comes through in our work with clients that enables impact and value in their organizations, as well as through our own investments, commitments, and actions across areas that help drive positive outcomes for our communities.

Our people and culture

Our inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ways of thinking, ideas and perspectives, and bring more creativity and innovation to help solve our clients’ most complex challenges. This makes Deloitte one of the most rewarding places to work.

Professional development

At Deloitte, professionals have the opportunity to work with some of the best and discover what works best for them. Here, we prioritize professional growth, offering diverse learning and networking opportunities to help accelerate careers and enhance leadership skills. Our state-of-the-art DU: The Leadership Center in India, located in Hyderabad, represents a tangible symbol of our commitment to the holistic growth and development of our people. Explore DU: The Leadership Center in India .

Benefits To Help You Thrive

At Deloitte, we know that great people make a great organization. Our comprehensive rewards program helps us deliver a distinctly Deloitte experience that helps that empowers our professionals to thrive mentally, physically, and financially—and live their purpose. To support our professionals and their loved ones, we offer a broad range of benefits. Eligibility requirements may be based on role, tenure, type of employment and/ or other criteria. Learn more about what working at Deloitte can mean for you.

Recruiting tips

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Requisition code: 371997