Senior Manager, IT Service Orchestration

About the role

Join Deloitte Technology's enterprise service operations team as a Senior Manager, Service Orchestration. This role serves as the connective tissue across global support organizations, driving efficiency, automation, and seamless service delivery at scale.

Responsibilities

• Establish and lead the enterprise Service Orchestration capability, creating a unified intake and engagement model across DT Global, Core, GCC, and EOX/CXO organizations
• Own end-to-end orchestration of tickets and service requests spanning multiple support teams, ensuring efficient triage, routing, and resolution while eliminating organizational silos
• Define and govern enterprise escalation frameworks, acting as the escalation authority for high-impact incidents and cross-organizational service disruptions
• Develop consolidated operational dashboards and executive reporting that provide leadership with actionable insights into SLA attainment, workload trends, and customer experience metrics
• Lead automation, AI, and self-service initiatives - including virtual agents and predictive support models - to increase ticket deflection, reduce operational friction, and deliver measurable business value
• Drive continuous improvement through root cause analysis, process standardization, and governance forums that ensure scalable, compliant service management practices

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

• 10+ years of experience in IT operations, service management, service delivery, or operational leadership with experience including but not limited to:
• Proven track record of driving automation, workflow optimization, and operational transformation initiatives; exceptional communication and executive presentation capabilities
• Experience designing and implementing operational reporting and executive dashboards, with strong analytical and stakeholder management skills
• 2+ years of experience leading cross-functional teams and enterprise-scale service operations
• Demonstrated experience managing complex, multi-organizational service environments with strong expertise in incident management, escalation management, and process governance
• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent experience
• Master's degree in Business Administration, Information Systems, or a related field preferred
• ITIL certification or equivalent service management credentials preferred
• Experience with ServiceNow or similar enterprise service management platforms preferred
• Experience implementing AI, automation, virtual agent, and self-service solutions within a service operations context preferred
• Knowledge of SIAM (Service Integration and Management) principles and operating models preferred
• Experience leading global support organizations and distributed teams preferred

Benefits

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $118,000 to $218,000.

Pay

The salary range for this role is $118,000 to $218,000.

Schedule

The schedule for this role is flexible to accommodate client and industry needs.