Manager, IT Service Orchestration

Are you an operations-focused leader who excels at driving cross-functional coordination and service excellence? Join Deloitte Technology as a Manager, Service Orchestration - a key role responsible for orchestrating service delivery across enterprise support organizations, ensuring issues are resolved efficiently and stakeholders are kept informed every step of the way.

Recruiting for this role ends on October 31, 2026

Work you'll do

As a Manager, Service Orchestration, you will:

• 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

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. As Manager, you'll work closely with the Senior Manager of Service Orchestration and USI counterparts to ensure consistent, high-quality service outcomes across the enterprise. This is a high-visibility role with real impact on how Deloitte Technology operates at scale.

Qualifications

Required:

• 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, based on the work you do and the clients and industries/sectors you serve
• Limited immigration sponsorship may be available

Preferred:

• 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 (Service Integration and Management) principles
• Experience working with globally distributed teams

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. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $97, 000 to $179, 000.

You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

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