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 our 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