Position Summary
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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Deloitte is committed to providing reasonable accommodations for people with disabilities. If you require a reasonable accommodation to participate in the recruiting process, please direct your inquiries to the Global Call Center (GCC) at USTalentCICInbox@deloitte.com.
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Benefits
At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.
Our people and culture
Our inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ways of thinking, ideas, and perspectives, and bring more creativity and innovation to help solve our clients' most complex challenges. This makes Deloitte one of the most rewarding places to work.
Our purpose
Deloitte's purpose is to make an impact that matters for our people, clients, and communities. At Deloitte, purpose is synonymous with how we work every day. It defines who we are. Our purpose comes through in our work with clients that enables impact and value in their organizations, as well as through our own investments, commitments, and actions across areas that help drive positive outcomes for our communities. Learn more.
Professional development
From entry-level employees to senior leaders, we believe there's always room to learn. We offer opportunities to build new skills, take on leadership opportunities and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.
As used in this posting, "Deloitte" means Deloitte Services LP, a subsidiary of Deloitte LLP. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.
Requisition code: 358159
Job ID 358159
