Service Optimization Manager, Global Deloitte Technology

• Participate in the design, implementation, and evolution of SLA/OLA/XLA frameworks to ensure alignment, adoption, and measurement across DT Services Portfolio
• Serve as the business owner for performance metrics and apply Service Level Management (SLM) expertise to align with IT Service Management (ITSM), Data Analytics and ServiceNow teams to enable reporting capabilities-without directly configuring the platform.
• Identify operational inefficiencies and customer experience pain points, influencing service and product teams to implement corrective actions and ensuring progress tracking.
• Monitor and communicate services and products operational performance, delivering clear, executive-ready insights to member firms, DT, and global stakeholders.
• Shape the service optimization roadmap to enhance transparency, reliability, and customer experience across DT services and products.
• Influence without authority by building trust, aligning diverse stakeholders, and guiding decisions through data-driven insights.
• Champion data quality, metric consistency, and governance, ensuring dashboards and reporting artifacts remain accurate, governed, and well understood.
• Coordinate cross-functional planning, readiness, deployment, and post-release validation, managing dependencies and risks to support timely, high-quality delivery.
• Contribute to Service Excellence strategic priorities while providing delivery oversight, clear priorities for the team.

• Bachelor's degree in business administration, Operations Management, Data Analytics, Computer Science, Information Systems, or a related field.
• 5+ years of experience in services & products operations, delivery and performance analytics within a complex enterprise environment.
• Experience with Service Level Management (SLM), including defining SLAs/OLAs/KPIs/XLAs, within a large-scale enterprise or shared services environment, preferably within ServiceNow.
• Demonstrated ability to influence without authority across highly matrixed organizations and drive outcomes through relationship-building and data-driven storytelling.
• Proven ability to partner effectively with IT Service Management, Data Analytics and ServiceNow teams to enable performance metrics and reporting capabilities (while not directly configuring the tools).
• Experience with reporting and visualization tools such as Power BI, Excel, and dashboarding best practices.
• Excellent communication and executive presentation skills, with the ability to simplify complex information for diverse audiences.
• Strong analytical mindset with the ability to identify trends, diagnose root causes, and translate insights into actionable recommendations.
• High degree of organization, prioritization, and ability to manage multiple initiatives simultaneously.

• ITIL Foundation certification or direct experience working within ITIL/ITSM frameworks.
• Familiarity with ServiceNow reporting constructs, SLM modules, and Performance Analytics (PA) including understanding of how PA collects, aggregates, and trends data to support performance measurement and forecasting - to effectively partner with ITSM/ServiceNow teams (no direct configuration required).
• Background supporting global or multi-region service organizations and working with diverse stakeholder groups.
• Experience building or maturing service optimization, SLM, or operational excellence programs.

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