About this role
Job title: Senior Manager, Service Orchestration
About the Role You will join Deloitte Technology's enterprise service operations as a Senior Manager, Service Orchestration — a pivotal role that connects global support organizations to drive efficiency, automation, and scalable service delivery at scale.
What You'll Do
- 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.
What We're Looking For
- 10+ years of experience in IT operations, service management, service delivery, or operational leadership with demonstrated automation, workflow optimization, and operational transformation initiatives; exceptional communication and executive presentation capabilities.
- 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 related field, or equivalent experience.
- Ability to travel 0-10% based on assignments.
- Experience designing and implementing operational reporting and executive dashboards; strong analytical and stakeholder management skills.
Nice to Have
- Master’s degree in Business Administration, Information Systems, or related field.
- ITIL certification or equivalent service management credentials.
- Experience with ServiceNow or similar enterprise service management platforms.
- Experience implementing AI, automation, virtual agents, and self-service solutions within a service operations context.
- Knowledge of SIAM principles and operating.