Global Tax & Legal Support
The team provides 24/7 technical support for priority digital applications used by clients and practitioners globally. The portfolio includes Intela and other Global Tax & Legal applications, with a focus on service quality, operational consistency, and continuous improvement.
Job Title: Manager, Support Operations & Technology enablement
Role Overview
The Manager leads 24/7 support operations and drives technology enablement across the support organization. The role partners with D-Tech and cross-functional teams deploy GenAI, Power BI, automation, and other digital solutions that improve service efficiency, team effectiveness, and measurable business value.
The role also oversees people, process governance, training, knowledge management, escalation support and operational readiness. It requires strong strategic thinking, and the ability to work effectively with internal teams, stakeholders, and leadership to strengthen the global support model.
Key Responsibilities
- Lead 24/7 business and product support operations, including people management, service governance, stakeholder engagement, quality, compliance, and operational performance.
- Leading monthly quarterly business reviews with executive presentations
- Translate business priorities and leadership direction into actionable team objectives, performance measures, and measurable outcomes.
- Drive strategic initiatives that improve the support model, streamline operations, enhance scalability, and strengthen the client and team experience.
- Identify opportunities to expand support capabilities, optimize resources, strengthen governance, and deliver measurable operational improvements.
- Coach and develop team members, fostering a culture of inclusion, accountability, excellence, and continuous improvement.
- Provide consultative guidance on client validation resources, lookup processes, scenario interpretation, Hub Analysis, bulk imports, integrations, and geographic onboarding activities.
- Partner with escalation leads to monitor issue trends, track status, support resolution planning, and provide updates on critical issues, operational risks, and escalations, including QPCI calls.
- Define, standardize, document, and continuously improve support processes, routing logic, intake processes, ownership models, SPOCs, support references, and escalation paths.
- Oversee knowledge management content, playbook updates, self-service materials, and standard communications to ensure accuracy, relevance, accessibility, and alignment with current processes.
- Partner with QRM and other control functions to address risk, quality, and process-related matters while ensuring teams have the training, documentation, tools, and governance needed for consistent execution.
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B. Technology enablement Manager:
- (Power BI, Genesys, Proactify, SNOW-CSM systems and other automation tools)
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Change Management and User Adoption
- Lead change management initiatives for system updates and enhancements, including testing, communications, training, and post-implementation support.
- Develop and deliver training materials, process documentation, and user guidance to enable support agents to use systems effectively.
- Monitor adoption, address user concerns, and implement actions to improve engagement and sustained usage.
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System Maintenance and Monitoring
- Monitor system health, performance, and availability; troubleshoot issues and coordinate timely resolution.
- Partner with development and technology teams to implement system enhancements, defect fixes, and optimization opportunities.
- Oversee routine system checks, updates, and maintenance activities to minimize disruptions and maintain optimal performance.
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User Support and Feedback Management
- Serve as the primary point of contact for support team questions, system issues, and user feedback.
- Gather, analyze, and prioritize user feedback to identify pain points, improvement opportunities, and potential innovations.
- Coordinate with relevant technical and business teams to address recurring issues and improve the user experience.
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Progress Reporting and Leadership Updates
- Provide regular leadership updates on system performance, adoption, usage, business value, and improvement initiatives.
- Prepare and present concise reports covering key metrics, user feedback, system enhancements, risks, and challenges.
- Escalate critical issues, emerging risks, and decisions requiring leadership attention.
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Power BI Dashboard Support and Adoption
- Support the enhancement and adoption of Power BI dashboards to ensure they meet business needs and provide actionable insights.
- Promote dashboard adoption within the support team and across stakeholder groups.
- Recommend improvements to dashboard design, usability, functionality, and data visualization based on user needs and evolving business requirements.
- Ensure dashboard enhancements align with stakeholder expectations and organizational priorities.
- Assist with data validation and quality checks to confirm accuracy and consistency before publication.
- Identify data discrepancies and coordinate with technical teams to investigate and resolve issues.
- Gather business-user feedback and translate it into actionable recommendations for dashboard enhancements.
- Partner with Power BI developers and business stakeholders to prioritize enhancements, resolve issues, and manage delivery.
- Ensure dashboards meet organizational standards for accuracy, clarity, usability, and compliance before publication.
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Overall is responsible for ROI and benefits for all tools which has been deployed to support.
Qualifications
- 13 years of industry experience in IT support, application support operations, escalation management, or service delivery management, including at least three years in a Support Manager role.
- Experience supporting large multinational clients across APAC, EMEA, and US regions in a globally distributed operating model.
- Proven ability to manage email, voice, and chat-based support channels in a structured service delivery environment.
- Hands-on experience with ServiceNow, including ServiceNow Now Assist, is mandatory.
- Strong understanding of IT operations, incident management, request fulfillment, change management, ITIL V3/V4 practices, service governance, and operational controls.
- Demonstrated ability to partner across functions, influence stakeholders, manage dependencies, and drive alignment in a complex operational environment.
- Experience maintaining process documentation, knowledge articles, playbooks, and operational communications to ensure accuracy, consistency, and usability.
- Strong analytical, problem-solving, PowerPoint presentation, excel and communication skills, with the ability to translate trends, risks, and insights into practical improvements.
- Proven ability to set direction, lead multiple initiatives in parallel, maintain delivery momentum, and deliver measurable outcomes.
- Experience with Genesys, GenAI-enabled chatbots, agentic AI, RPA, and automation technologies that improve process efficiency and business value.
Skills and Attributes
- Strategic leadership: Defines direction, aligns priorities, and leads teams toward measurable operational outcomes.
- Support operations management: Manages 24/7 IT and application support operations across incident, request, change, escalation, and service delivery processes.
- Technology enablement: Identifies and implements ServiceNow, Now Assist, Genesys, GenAI, RPA, and automation solutions that improve support effectiveness and measurable ROI.
- Program and change leadership: Leads multiple technology and operational initiatives while managing scope, dependencies, timelines, adoption, and outcomes.
- Process excellence and governance: Defines, documents, governs, and continuously improves processes, controls, quality standards, and escalation pathways.
- Analytical thinking: Uses operational data to identify trends, root causes, risks, and improvement opportunities.
- Stakeholder and client management: Builds trusted relationships, influences decisions, manages expectations, and maintains confidence across technical, business, risk, quality, and client teams.
- Communication: Communicates complex operational matters clearly and effectively to varied audiences, including leadership and clients.
- Knowledge management: Develops and maintains accurate, accessible knowledge articles, playbooks, process documentation, and self-service materials.
- People leadership: Creates an inclusive and collaborative environment, coaches team members, strengthens leadership capability, and reinforces accountability.
- Decision-making and ownership: Makes timely, well-informed decisions, follows through on commitments, and establishes clear ownership across the support model.
- Global operating mindset: Coordinates effectively across APAC, EMEA, and US regions while supporting multinational clients across varied time zones and operating contexts.
Reporting Relationships
This role typically reports to Executive Manager, Operations Leadership, and works closely with internal support teams, technology partners, risk and quality functions, and business stakeholders.
How you’ll grow
At Deloitte, we’ve invested a great deal in creating a rich environment in which our professionals can grow. We want all our people to develop in their own way, playing to their own strengths as they hone their leadership skills. And, as a part of our efforts, we provide our professionals with a variety of learning and networking opportunities, including exposure to leaders, sponsors, coaches, and challenging assignments—to help accelerate their careers along the way. No two people learn in exactly the same way. So, we provide a range of resources including live classrooms, team-based learning, and eLearning. DU: The Leadership Center in India, our state-of-the-art, world-class learning Center in the Hyderabad offices is an extension of the Deloitte University (DU) in Westlake, Texas, and represents a tangible symbol of our commitment to our people’s growth and development.
Explore DU: The Leadership Center in India
Benefits
At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.
Deloitte’s culture
Our positive and supportive culture encourages our people to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them to be healthy, centered, confident, and aware. We offer well-being programs and are continuously looking for new ways to maintain a culture that is inclusive, invites authenticity, leverages our diversity, and where our people excel and lead healthy, happy lives.
Learn more about Life at Deloitte.
Corporate citizenship
Deloitte is led by a purpose: to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our people and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities.
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