Associate VP — Hybrid Managed Services-EUC

Relha LLC; Jersey City (NJ); On-site; USD 172,000 - 338,000; Full time

Job summary

Deloitte’s AI & Engineering team seeks an Associate VP — Hybrid Managed Services, EUC to lead end-user computing and AI-enabled service desk engagements. This client-facing executive will oversee global delivery, drive automation roadmaps, manage SLAs, and ensure financial and risk performance.

Travel up to 50% and work in a hybrid environment in the United States. Lead large-scale engagements across service desk and EUC, coordinating cross-functional teams and transforming operations with AI,

Qualifications

• 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.

Responsibilities

• Lead end-to-end delivery of AI-enabled service desk and EUC managed services engagements, including SLA/EULE performance and cost-to-serve objectives.
• Direct global, multi-tower delivery teams across service desk operations, field services, EUC engineering, and AI support models.
• Define and execute automation/AI roadmaps improving service performance via virtual agents, intelligent routing, and self-service.
• Serve as primary delivery contact for client technology leaders, leading governance forums, executive reporting, escalations, and transformation discussions.
• Own operational and financial performance including workforce planning, margin management, continuous improvement, risk mitigation, and growth support.

Skills

Executive leadership

Client relationship management

Strategic thinking

Communication

Mentoring

Project management

Deadline orientation

Independent working

Travel readiness

Education

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

Master of Business Administration

Tools

ITIL v4 Foundation

PMP

PRINCE2

ServiceNow certification

Lean Six Sigma

Cloud certifications (Azure AWS GCP)

Job description

Associate VP — Hybrid Managed Services-EUC

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.

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 [emailprotected] .

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

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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.