Hybrid Managed Services-Specialist Leader

Position Summary

Hybrid Managed Services-Specialist Leader

As Senior Manager for Hybrid Managed Services, you will lead an AIOps-driven operating model across Infrastructure Managed Services (IMS), Cloud Managed Services, AI/HPC environments, and End-User Support Services- all within Deloitte's Hybrid Cloud Infrastructure offering. You will architect intelligent, automated, and predictive operations that improve reliability, reduce incidents, and accelerate efficiency across complex enterprise infrastructures. While the long-term strategy centers on autonomous and AI-enabled operations, you will also oversee the disciplined management of legacy environments that require stabilization, modernization, and structured transition into the AIOps framework. This role is the executive bridge between clients, delivery teams, and leadership, ensuring business outcomes are achieved through secure, scalable, and continuously improving infrastructure operations.

Recruiting for this role ends on 1/6/2026

Work You'll Do

• Lead the design and execution of an AIOps-first operating model that leverages predictive analytics, event correlation, and automated remediation to improve SLA attainment, reduce incidents, and deliver measurable efficiency gains.
• Oversee end-to-end delivery across Infrastructure Managed Services (IMS), Hybrid Managed Services (HMS), Cloud Managed Services, and supporting AI/HPC environments and End-User Services-ensuring availability, performance, and operational excellence.
• Manage legacy and traditional infrastructure estates while driving their gradual modernization, including the adoption of enhanced observability, automation playbooks, and AIOps capabilities.
• Implement and evolve advanced observability platforms (e.g., Prometheus, Grafana, ServiceNow, AIOps platforms) to enable real-time visibility, anomaly detection, and automated root-cause correlation.
• Direct client onboarding, transitions, and run-state operations across hybrid, multi-platform environments-achieving stabilization and modernization milestones (>95% on target).
• Serve as the senior escalation leader for critical incidents, ensuring rapid resolution, clear executive communication, and client satisfaction ratings ≥90%.
• Drive continuous automation expansion, increasing automated remediation coverage, predictive detection accuracy, and noise reduction across monitored environments.
• Champion at least two major AIOps- or automation-led service enhancement initiatives per year, delivering quantifiable improvements in MTTR, incident volume, or operational cost.
• Maintain rigorous compliance, security alignment, and governance across all managed environments, targeting zero critical audit findings.
• Provide monthly and quarterly updates on operational KPIs, AIOps adoption progress, automation impact, incident patterns, and client value realization.

• Minimum 15 years in infrastructure operations or IMS delivery, with at least 7 years leading multi-tower hybrid or complex enterprise environments.
• Experience managing large-scale operations supporting ≥10,000 users or ≥$40M in managed revenue across compute, storage, network, virtualization, cloud, and end-user services.
• Demonstrated success implementing AIOps frameworks, predictive analytics, or automation programs that improved SLA attainment, reduced incident volume, or delivered significant MTTR reductions.
• Proven ability to lead multi-tower delivery teams across geographies, including infrastructure, automation, and observability specialists.
• Budget oversight for large managed services portfolios ($40M+), with accountability for efficiency improvements and cost optimization.
• Strong proficiency with infrastructure automation, observability, and AIOps-enabling tools (Terraform, Ansible, Prometheus, Grafana, ServiceNow, and AIOps platforms).
• Ability to lead client communications and serve as the senior operational escalation point while maintaining 90% CSAT.
• Travel up to 50% 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 employer sponsorship, now or in the future.

• Experience modernizing legacy infrastructure environments into automation-enabled and AIOps-augmented operations for global enterprises.
• Ability to identify and operationalize modernization initiatives, piloting at least one AI- or automation-enabled improvement annually.
• Advanced certifications in cloud, infrastructure, automation, or service management frameworks (ITIL, PMP, AWS/Azure/GCP).
• Strong executive presentation skills, with proven ability to articulate operational insights, predictive indicators, and modernization roadmaps to senior stakeholders.
• Experience expanding managed services portfolios or contributing to revenue growth of at least $2M+ annually through new or enhanced offerings.