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

• 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 work streams
• 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

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

• 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.

• Master of Business Administration degree
• Experience in consulting or professional services
• Information Technology Infrastructure Library…