About this role
Job title: Manager, Service Orchestration
About the Role Deloitte Technology's Service Orchestration Manager role is a high-visibility, operations-focused leadership position. You will orchestrate service delivery across enterprise support organizations, ensuring issues are resolved efficiently and stakeholders are kept informed throughout the lifecycle.
What You'll Do
- Manage day-to-day service orchestration operations, overseeing ticket intake, triage, routing, and tracking across multiple support organizations and service towers
- Monitor ticket flow and operational health, identifying bottlenecks and driving timely resolution of cross-functional service requests and incidents
- Support escalation management processes by ensuring critical issues are rapidly assessed, prioritized, and directed to the appropriate teams with clear communication to stakeholders
- Maintain and contribute to operational dashboards and reporting, providing visibility into SLA attainment, workload trends, and service performance metrics
- Partner with platform and process teams to identify automation opportunities and support implementation of workflow improvements and self-service capabilities
- Facilitate governance forums, operational reviews, and continuous improvement initiatives to drive process standardization and accountability across support teams
What We're Looking For
- Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent experience
- 6+ years of experience in IT operations, service management, or service delivery
- 3+ years of experience leading or supervising teams in a service operations or IT support environment
- Demonstrated experience managing cross-functional incident, escalation, or service request workflows
- Experience contributing to or maintaining operational reporting and performance dashboards
- Strong analytical and problem-solving skills with the ability to communicate findings clearly to leadership
- Travel: Ability to travel 0-10%, on average
- Limited immigration sponsorship may be available
Nice to Have
- ITIL certification or equivalent service management credentials
- Experience with ServiceNow or similar enterprise service management platforms
- Familiarity with automation tools, AI-powered service capabilities, or virtual agent technologies
- Knowledge of SIAM principles
- Experience working with globally distributed teams
Compensation & 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.
- Travel: 0-10% based on client and project requirements.