Senior Manager, IT Service Orchestration

Are you a strategic operations leader who thrives on building order from complexity? Join Deloitte Technology's enterprise service operations team as a Senior Manager, Service Orchestration - a pivotal role that serves as the connective tissue across our global support organizations, driving efficiency, automation, and seamless service delivery at scale.

Recruiting for this role ends on October 31, 2026.

• 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

• 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 work streams
• 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

Deloitte Technology (DT) powers the firm's internal operations through innovative, enterprise-grade technology solutions. The Service Orchestration function sits at the center of this ecosystem, unifying service delivery across global and functional support organizations to ensure our practitioners get the help they need - fast. This leader will directly shape how Deloitte Technology operates at scale, driving transformation through automation, AI, and disciplined service governance.

If you're passionate about operational excellence and building something that matters across a global enterprise, this is the role for you.

• 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
• Ability to travel 0-10%, on average, based on the work you do and the clients and industries/sectors you serve
• Limited immigration sponsorship may be available

• Master's degree in Business Administration, Information Systems, or a related field
• ITIL certification or equivalent service management credentials
• Experience with Service Now or similar enterprise service management platforms
• Experience implementing AI, automation, virtual agent, and self-service solutions within a service operations context
• Knowledge of SIAM (Service Integration and Management) principles and operating models
• Experience leading…