Service Optimization Manager

Service Optimization ManagerReference Code 3889

Country:

US Locations: USA - Nashville; USA - Hermitage; USA - Tampa

Deloitte Global is the engine of the Deloitte network.

Our professionals reach across disciplines and borders to develop and lead global initiatives.

We deliver strategic programs and services that unite our organization.

Work you'll do

Participate in the design, implementation, and evolution of SLA/OLA/XLA frameworks to ensure alignment, adoption, and measurement across DT Services Portfolio

Serve as the business owner for performance metrics and apply Service Level Management (SLM) expertise to align with IT Service Management (ITSM), Data Analytics and ServiceNow teams to enable reporting capabilities-without directly configuring the platform.

Identify operational inefficiencies and customer experience pain points, influencing service and product teams to implement corrective actions and ensuring progress tracking.

Monitor and communicate services and products operational performance, delivering clear, executive-ready insights to member firms, DT, and global stakeholders.

Shape the service optimization roadmap to enhance transparency, reliability, and customer experience across DT services and products.

Influence without authority by building trust, aligning diverse stakeholders, and guiding decisions through data-driven insights.

Champion data quality, metric consistency, and governance, ensuring dashboards and reporting artifacts remain accurate, governed, and well understood.

Coordinate cross-functional planning, readiness, deployment, and post-release validation, managing dependencies and risks to support timely, high-quality delivery.

Contribute to Service Excellence strategic priorities while providing delivery oversight, clear priorities for the team.

The team

Deloitte Technology works at the forefront of technology development and processes to support and protect Deloitte around the world.

In this truly global environment, we operate not in "what is" but rather "what can be" to help Deloitte deliver and connect with its clients, its communities, and one another in ways not previously conceived.

Qualifications

Required

Bachelor's degree in business administration, Operations Management, Data Analytics, Computer Science, Information Systems, or a related field.

5+ years of experience in services & products operations, delivery and performance analytics within a complex enterprise environment.

Experience with Service Level Management (SLM), including defining SLAs/OLAs/KPIs/XLAs, within a large-scale enterprise or shared services environment, preferably within ServiceNow.

Demonstrated ability to influence without authority across highly matrixed organizations and drive outcomes through relationship-building and data-driven storytelling.

Proven ability to partner effectively with IT Service Management, Data Analytics and ServiceNow teams to enable performance metrics and reporting capabilities (while...