Manager, IT Service Orchestration

About the role

Join Deloitte Technology as a Manager, Service Orchestration — a key role responsible for orchestrating service delivery across enterprise support organizations, ensuring issues are resolved efficiently and stakeholders are kept informed every step of the way.

Responsibilities

• Manage day-to-day service orchestration operations, overseeing ticket intake, triage, routing, and tracking across multiple support organizations and service towers
• Monitor ticket flow and operational health, identifying bottlenecks and driving timely resolution of cross-functional service requests and incidents
• Support escalation management processes by ensuring critical issues are rapidly assessed, prioritized, and directed to the appropriate teams with clear communication to stakeholders
• Maintain and contribute to operational dashboards and reporting, providing visibility into SLA attainment, workload trends, and service performance metrics
• Partner with platform and process teams to identify automation opportunities and support implementation of workflow improvements and self-service capabilities
• Facilitate governance forums, operational reviews, and continuous improvement initiatives to drive process standardization and accountability across support teams

Requirements

• Ability to work independently and collaborate as part of a team
• Effective written and verbal communication skills
• Meticulous attention to detail and quality of work product
• Ability to build and sustain professional relationships
• Ability to lead projects or workstreams
• Ability to manage and prioritize multiple tasks in a fast-paced and dynamic environment
• Strong interpersonal skills and professional demeanor
• Ability to meet deadlines
• Ability to mentor and provide clear guidance to others

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent experience
• 6+ years of experience in IT operations, service management, or service delivery
• 3+ years of experience leading or supervising teams in a service operations or IT support environment
• Demonstrated experience managing cross-functional incident, escalation, or service request workflows
• Experience contributing to or maintaining operational reporting and performance dashboards
• Strong analytical and problem-solving skills with the ability to communicate findings clearly to leadership
• Travel: Ability to travel 0-10%, on average, based on the work you do and the clients and industries/sectors you serve
• Knowledge of SIAM (Service Integration and Management) principles
• Experience working with globally distributed teams