Associate VP of Hybrid Managed Services, EUC



Deloitte's Managed Services practice helps organizations transform how employees experience technology support by combining operational delivery, engineering, and applied artificial intelligence. As part of this work, the Senior Manager Hybrid Managed Services will lead large-scale managed services engagements across AI-enabled service desk and end user computing services. This role is suited for a client-facing delivery leader with experience overseeing complex support operations, driving automation-led transformation, and owning service, financial, and relationship outcomes.




Work you'll do



As an Associate VP of Hybrid Managed Services on the AI & Engineering team, you will be responsible for...

• Leading end-to-end delivery of AI-enabled service desk and end user computing managed services engagements, including service-level agreement and experience-level agreement performance, cost-to-serve objectives, and contractual commitments


• Directing global, multi-tower delivery teams across service desk operations, field services, end user computing engineering, and automation and artificial intelligence support models


• Defining and executing automation and artificial intelligence roadmaps that improve service performance through virtual agents, intelligent routing, agent assist capabilities, self-service, and self-healing solutions


• Serving as the primary delivery contact for client technology leaders, leading governance forums, executive reporting, escalations, and transformation discussions


• Owning operational and financial performance for the engagement, including workforce planning, margin management, continuous improvement, risk mitigation, and support for business growth activities

A 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



AI & Engineering helps organizations transform technology platforms, modernize critical operations, and drive innovation at scale. Professionals across the practice work with clients to improve performance, launch new digital capabilities, and increase productivity through engineering-led solutions.




Qualifications



Required:

• Bachelor's degree in computer science, information technology, information systems, engineering, or business administration


• 15+ years of experience in information technology service management, managed services, or technology operations


• 8+ years of experience in service desk and end user computing delivery leadership roles


• Experience leading transformation of support operations using generative artificial intelligence, robotic process automation, virtual agents, chatbots, self-service, or self-healing capabilities


• Experience leading global delivery teams of 100+ full-time equivalents across onshore, offshore, and nearshore models, including ownership of profit and loss, service levels, and contract performance for managed services or outsourced services engagements


• Ability to travel 50%, on average, based on the work you do and the clients and industries/sectors you serve.


• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.

Preferred:

• Master of Business Administration degree


• Experience in consulting or professional services


• Information Technology Infrastructure Library (ITIL) v4 Foundation certification or higher


• Project Management Professional (PMP) or PRINCE2 certification


• ServiceNow certification


• Lean Six Sigma certification or cloud platform certification in Microsoft Azure, Amazon Web Services, or Google Cloud Platform

For individuals assigned and/or hired to work in New Jersey, Deloitte is required by law to include a reasonable estimate of the compensation range for this role. This compensation range is specific to New Jersey and 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. 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 $172,000 to $338,000.



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.



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.




Recruiting tips



From developing a stand out resume to putting your best foot forward in the interview, we want you to feel prepared and confident as you explore opportunities at Deloitte. Check out recruiting tips from Deloitte recruiters.




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 Consulting LLP, a subsidiary of Deloitte LLP. Please see https://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: 365263



Job ID 365263