Specialist Manager, IT Services Management

Hyderabad, Telangana, India

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Position Summary


Specialist Manager, IT Services Management

The team

Deloitte Technology's USI organization delivers enterprise technology services that keep Deloitte running globally. As a Service Orchestration Lead Analyst, you'll be part of a close-knit USI team working in direct partnership with the USI Manager and US-based counterparts to ensure smooth, 24/7 service operations. This is an excellent opportunity to build deep expertise in ITSM, service governance, and enterprise operations — with a clear path to grow within the Service Orchestration function.


As a Manager, Service Orchestration (USI), you will:

•       Lead USI-based service orchestration operations, managing ticket intake, triage, routing, and escalation handling across DT Global, Core, GCC, and EOX/CXO support organizations

•       Serve as the primary operational point of contact for cross-regional coordination between USI and US-based service orchestration teams, ensuring consistent processes and handoff standards

•       Monitor ticket flow, SLA compliance, and service health metrics across USI operations, proactively identifying risks and driving resolution of bottlenecks

•       Support the development and maintenance of operational dashboards and reporting, providing leadership with real-time visibility into service performance and workload trends

•       Identify and support opportunities for process automation, self-service adoption, and workflow optimization within the USI service environment

•       Lead and develop the USI service orchestration team, including the USI Lead Analyst, fostering a culture of accountability, continuous improvement, and operational excellence

Preferred 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

•       Ability to work during core US–USI overlap hours to enable seamless collaboration and operational continuity.

Qualifications Required:

•       Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent experience

•       10+ 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 workflows across globally distributed teams and time zones

•       Experience contributing to operational reporting, SLA tracking, and performance dashboards

•       Strong communication and stakeholder management skills, with the ability to coordinate effectively across geographies and organizational levels

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 and operating models

•       Prior experience in a global or regional service orchestration or ITSM role
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. 
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.
Professional development

At Deloitte, professionals have the opportunity to work with some of the best and discover what works best for them. Here, we prioritize professional growth, offering diverse learning and networking opportunities to help accelerate careers and enhance leadership skills. Our state-of-the-art DU: The Leadership Center in India, located in Hyderabad, represents a tangible symbol of our commitment to the holistic growth and development of our people. Explore DU: The Leadership Center in India.
Benefits to help you thrive

At Deloitte, we know that great people make a great organization. Our comprehensive rewards program helps us deliver a distinctly Deloitte experience that helps that empowers our professionals to thrive mentally, physically, and financially—and live their purpose. To support our professionals and their loved ones, we offer a broad range of benefits. Eligibility requirements may be based on role, tenure, type of employment and/ or other criteria. Learn more about what working at Deloitte can mean for you.
Recruiting tips

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Requisition code: 359869