Associate VP — Hybrid Managed Services-EUC

PowerToFly; New Jersey; On-site; USD 172,000 - 338,000; Full time

Job summary

Deloitte is seeking an Associate VP of Hybrid Managed Services (EUC) in New Jersey to lead AI-enabled service desk and end user computing engagements. You will own delivery performance, cost-to-serve, and client relationships, guiding global teams across service desks, field services, and AI support models.

The role requires 15+ years in IT service management and 8+ years in delivery leadership, with a track record of transforming operations through automation and AI.

Qualifications

• Bachelor's degree in a relevant field.
• 15+ years of experience in information technology service management, managed services, or technology operations.
• 8+ years in service desk and end user computing delivery leadership roles.
• Experience leading transformation of support operations using generative AI, RPA, virtual agents, chatbots, self-service, or self-healing capabilities.
• Experience leading global delivery teams of 100+ FTEs with P&L ownership, SLAs, and contract performance.

Responsibilities

• Lead end-to-end delivery of AI-enabled service desk and end user computing managed services engagements.
• Direct global, multi-tower delivery teams across service desk, field services, end user computing, and AI support models.
• Define and execute automation/AI roadmaps to improve service performance via virtual agents and self-service.
• Serve as primary delivery contact for client technology leaders and lead governance forums and executive reporting.
• Own operational and financial performance including workforce planning, margins, risk mitigation, and growth support.

Skills

Leadership

Stakeholder management

Communication

Mentoring

Project management

Education

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

Master of Business Administration

Job description

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.