Services Specialist, CTS ODC

About the Role

A professional with high aspirations and passion for customer service excellence can achieve their vision at Deloitte. The CTS ODC team serves as the vital point of contact for all IT-related incidents and service requests. This role requires the ability to demonstrate and communicate effectively with a wide variety of people in a dynamic, fast-paced environment, providing services professionally via email, phone, and in person. The ideal candidate will be a highly motivated team player with the skills and ability to manage ambiguity.

Key Responsibilities

• Focus on delivering world-class customer service.
• Maintain the ODC Dashboard based on daily requirements.
• Religiously work with the CTS ODC team/Stakeholders to update all critical data on SharePoint and maintain accuracy.
• Work with the Offshore Development Center (ODC) team/stakeholders to identify process gaps.
• Assist the CTS-ODC team in documenting ODC-specific processes.
• Help maintain ODC-specific fortnight reports and prepare ODC-related PPTs.
• Assist the CTS-ODC team in building audit readiness checklists.
• Follow up with multiple stakeholders using the ODC operational shared mailbox and manage day-to-day activities.
• Process ODC-related invoices by working with different stakeholders.
• Understand and assist with ODC transactional issues by working with the immediate supervisor.
• Follow up with the CTS EUS team to ensure monthly checks are completed and update the dashboard accordingly, sharing the report with immediate supervisors/managers.
• Follow up with all stakeholders for all ODC-related transactional activities.
• Coordinate with different stakeholders and set up calls based on requirements, sending MOMs (Minutes of Meeting).
• Gather required information during ODC New Setup/Migration/Expansion along with the immediate supervisor.
• Assist infrastructure teams (LAN, WAN, Telephony) where local hands-on activities are required.
• Analyze ODC operational data and dashboard trends; flag recurring issues, risks, and service-level gaps to supervisors.
• Coordinate the resolution of complex or recurring stakeholder issues, tracking actions through closure and escalating blockers promptly.
• Recommend process improvements and support the implementation, documentation, and communication of approved changes.
• Review reports, SharePoint updates, and audit-readiness evidence for completeness and accuracy before submission.
• Coach team members on ODC processes and tools and help maintain consistent knowledge-base documentation.
• Identify opportunities to use approved AI tools to streamline ODC reporting, data validation, and routine stakeholder follow-ups, while maintaining confidentiality and human review.
• Support responsible adoption of AI by documenting effective use cases, checking outputs for accuracy, and sharing practical guidance with the team.

The Team

The CTS ODC team is part of Deloitte’s Information Technology Support Services across Hyderabad, Mumbai, Bengaluru & Delhi. This team is responsible for accomplishing various Offshore Development Center (ODC) Customer support tasks in collaboration with the CTS-EUS team to provide world-class customer service. The team manages the ODCs.

Qualifications

• ITIL – Certification (Preferred)
• Microsoft MCITP – Certification (Preferred)
• Basic knowledge of overall network/systems security
• AI literate