Deloitte ITSM COE Program Manager in Hermitage, Tennessee

Deloitte Services LP includes internal support areas such as Marketing and Communications, Human Resources/Talent, Information Technology, Facilities Management, and Financial Support Services.


We are looking for a results-driven, high-impact contributor who has strong Program Management and IT Service Management (ITSM) capabilities in a high-paced environment. The successful individual will want an opportunity to make a big difference for our internal customers by managing a program for the Global rollout of Service Management. This leader will be responsible for working with a high performing team of individuals and will act as a liaison with other Global IT Service Management leaders. The Program Manager has a broad impact and is responsible for managing the multiple streams within the program and the corresponding dependencies. The successful candidate will have a strong knowledge of managing stakeholders, program management and ServiceNow.


  • Lead the Service Management COE program

  • Lead with project management expertise through management of medium to large projects of varying complexity

  • Identify, quantify, and document high level risks, assumptions, constraints and dependencies with related projects

  • Develop project scope, define deliverables, obtain consensus and manage stakeholder expectations

  • Manage change requests and control scope through effective execution of plan

  • Direct, manage and coordinate team member activities and expectations, including collaboration with all project stakeholders from Business areas, internal and external consultants, contractors, and vendors

  • Effectively deploy physical, financial and human resources

  • Ensure project deliverable creation, review, approval and distribution

  • Champion strong governance; establish, monitor and enforce roles and responsibilities; effectively manage project stakeholders' expectations

  • Resolve complex issues and conflicts; escalate appropriately as required

  • Oversee and guide stakeholders through change according to impact on process, technology, policy and people

  • Provide reporting tailored to various audiences according to complexity, risk and stakeholder reporting requirements

  • Provide project coaching / advice to Project and team members to enable successful project delivery

  • Formally close project and release team resources

  • Work collaboratively with stream leads to develop and refine the Program roadmap and execute on program planning

  • Liaison with Global and other member firms on service management projects

Category: Information Technology

About Deloitte

As used in this document, Deloitte means Deloitte LLP and its subsidiaries. Please see 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.