Service Optimization Manager, Global Deloitte Technology

Job Type: Permanent
Work Model: Remote
Reference code: 132467
Primary Location: Toronto, ON
All Available Locations: Toronto, ON

Our Purpose

At Deloitte, our Purpose is to make an impact that matters. We exist to inspire and help our people, organizations, communities, and countries to thrive by building a better future. Our work underpins a prosperous society where people can find meaning and opportunity. It builds consumer and business confidence, empowers organizations to find imaginative ways of deploying capital, enables fair, trusted, and functioning social and economic institutions, and allows our friends, families, and communities to enjoy the quality of life that comes with a sustainable future. And as the largest 100% Canadian-owned and operated professional services firm in our country, we are proud to work alongside our clients to make a positive impact for all Canadians.

By living our Purpose, we will make an impact that matters.

• Have many careers in one Firm.
• Enjoy flexible, proactive, and practical benefits that foster a culture of well-being and connectedness.
• Learn from deep subject matter experts through mentoring and on the job coaching

Deloitte Global is the engine of the Deloitte network. Our professionals reach across disciplines and borders to develop and lead global initiatives. We deliver strategic programs and services that unite our organization.

What will your typical day look like?

Work you'll do

• 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.

About the team

Deloitte Technology works at the forefront of technology development and processes to support and protect Deloitte around the world. In this truly global environment, we operate not in "what is" but rather "what can be" to help Deloitte deliver and connect with its clients, its communities, and one another in ways not previously conceived.

Enough about us, let's talk about you

Required

• 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.

Preferred

• 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.

Total Rewards

The salary range for this position is $85,000 - $156,000, and individuals may be eligible to participate in our bonus program. Deloitte is fair and competitive when it comes to the salaries of our people. We regularly benchmark across a variety of positions, industries, sectors, targets, and levels. Our approach is grounded on recognizing people's unique strengths and contributions and rewarding the value that they deliver.

Our Total Rewards Package extends well beyond traditional compensation and benefit programs and is designed to recognize employee contributions, encourage personal wellness, and support firm growth. Along with a competitive base salary and variable pay opportunities, we offer a wide array of initiatives that differentiate us as a people-first organization. On top of our regular paid vacation days, some examples include: $4,000 per year for mental health support benefits, a $1,300 flexible benefit spending account, firm-wide closures known as "Deloitte Days", dedicated days of for learning (known as Development and Innovation Days), flexible work arrangements and a hybrid work structure.

Our promise to our people: Deloitte is where potential comes to life.

Be yourself, and more.
We are a group of talented people who want to learn, gain experience, and develop skills. Wherever you are in your career, we want you to advance.

You shape how we make impact.
Diverse perspectives and life experiences make us better. Whoever you are and wherever you're from, we want you to feel like you belong here. We provide flexible working options to support you and how you can contribute.

Be the leader you want to be
Some guide teams, some change culture, some build essential expertise. We offer opportunities and experiences that support your continuing growth as a leader.

Have as many careers as you want.
We are uniquely able to offer you new challenges and roles - and prepare you for them. We bring together people with unique experiences and talents, and we are the place to develop a lasting network of friends, peers, and mentors.

The next step is yours

At Deloitte, we are all about doing business inclusively - that starts with having diverse colleagues of all abilities. Deloitte encourages applications from all qualified candidates who represent the full diversity of communities across Canada. This includes, but is not limited to, people with disabilities, candidates from Indigenous communities, and candidates from the Black community in support of living our values, creating a culture of Diversity Equity and Inclusion and our commitment to our AccessAbility Action Plan , Reconciliation Action Plan and the BlackNorth Initiative .

We encourage you to connect with us at View email address on onjobcentre.ca if you require an accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms or other accommodations) or View email address on onjobcentre.ca for any questions relating to careers for Indigenous peoples at Deloitte (First Nations, Inuit, Métis).

When you apply, we will review your application using Deloitte's Global Talent Standards to ensure a consistent recruitment experience. Our recruitment advisors and hiring teams will utilize human screening combined with AI technology to help identify the skills and qualities that matter most to our business, while safeguarding your privacy and using AI responsibly.

Deloitte Canada has 20 offices with representation across most of the country. We acknowledge that Deloitte offices stand on traditional, treaty, and unceded territories in what is now known as Canada. We recognize that Indigenous Peoples have been the caretakers of this land since time immemorial, nurturing its resources and preserving its natural beauty. We acknowledge this land is still home to many First Nations, Inuit, and Métis Peoples, who continue to maintain their deep connection to the land and its sacred teachings. We humbly acknowledge that we are all Treaty people, and we commit to fostering a relationship of respect, collaboration, and stewardship with Indigenous communities in our shared goal of reconciliation and environmental sustainability.

#body.unify div.unify-button-container .unify-apply-now:focus, #body.unify div.unify-button-container .unify-apply-now:hover{color:rgb(0,0,0) !important;}#body.unify div.unify-button-container .unify-apply-now:focus, #body.unify div.unify-button-container .unify-apply-now:hover{background:rgba(41,122,40,1.0) !important;}