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

Work you'll do

As a Senior Manager, Service Orchestration, you will:


* 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

The successful candidate would possess these skills


* 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

The team

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.

Qualifications

Required:


* 10+ years of experience in IT operations, service management, service delivery, or operational leadership with experience ...