Patch Management Service Leader

Deloitte leads with purpose, solving complex issues for our clients and communities. Across disciplines and across borders, Deloitte Global supports our network of member firms by developing and driving global strategy, programs, and platforms, and creating new solutions and transformational experiences. Our people share a passion for igniting change and a strong service orientation that shapes our organization and those it supports.

We are seeking a Patch Management Service Leader.The role of the Shared Services Service Leader is essential to refining and expanding upon the established vision for supporting high-quality, cost-effective service delivery to member firms. As an integral member of the Shared Services team, this Service Leader will guide the service delivery team by providing overall leadership, process guidance and planning to support the development and delivery of the STS Patch Management service. The Service Leader will coordinate the development of the service, working with both customers and technical team to ensure the service meets the customer needs in the most effective and high-quality manner possible. The Service Leader will also guide the team in ensuring a successful service lifecycle for each service, including effective processes for deployment, support, and continuous improvement of the services. The Shared Services Service Leader is accountable for combining innovation and world class technology to create a robust suite of services that benefit all DTTL member firms in a high-quality, cost-effective manner. Customer satisfaction is paramount. As a result, this role is responsible for developing and nurturing relationships with internal business stakeholders as well as external partners.

This includes:

  • Developing high-quality, scalable, cost-effective IT solutions to fulfill the on-going needs of DTTL member firms
  • Organizing, administrating, and supervising people, processes, and technologies for the successful delivery of the service
  • Tactical responsibility for release management, platform management, investment planning, vendor management, and application/tools integration
  • Overseeing support for the services in the program in order to ensure high levels of response and customer satisfaction

The Service Leader would be considered successful if the services successfully deliver the business requirements in a highly reliable manner, generate high customer satisfaction, and enhance business value for the member firms subscribing to the services.

Role Specific Responsibilities
  • Understands the Shared Services service development process
  • In-depth understanding of patch management processes and practices
  • Working knowledge of information security risk management processes and controls
  • Develop/deliver Patch management services which meet current and on-going technology needs
  • Maintaining an acute focus on customer satisfaction, including overseeing the service delivery teams
  • Interact with customers around the globe to develop, support, and refine the services, while recognizing the customer's unique requirements, constraints, and cultures
  • Develop KPIs and reporting, including actionable insights on service operations/delivery, to various stakeholders regarding service operations and performance
  • Ensure service operations meet stated goals and KPIs, and are delivering appropriate service levels
  • Determine staffing requirements, guide recruiting, hiring, training, development and retention of highly qualified employees to ensure effective service operations
  • Proactively identifying opportunities for technology solutions and services
  • Support vendor selection/management and internal team-building for the services in the program
  • Build and manage infrastructure and support teams across countries and global regions
  • Leads team through all aspects of the product lifecycle and effectively manages risk
  • Support budgeting and cost management for the services
  • Establishing and maintaining procedures that ensure compliance with all applicable SLAs, Legal, and Privacy policies
  • Building 'trusted advisor' relationships with key business stakeholders
  • Analyzes emerging technology trends on an on-going basis, with a focus on improving the delivery of existing service offerings
  • Recommending relevant emerging technology capabilities as potential future service offerings
  • Incorporating approved recommendations into the vision and strategy and proactively addressing any implications for Shared Services

Knowledge, Abilities and Skill Expectations
  • Senior, experienced project team leader
  • Technology knowledge and understanding
  • Knowledge of technical product management techniques
  • Knowledge of reporting and tracking tools
  • Superior skills of influencing, negotiation, diplomacy
  • Experience in a global service and delivery environment
  • Good cultural awareness
  • Understanding of Professional Services business applications and IT trends
  • Knowledge of business strategy definition/requirements
  • Functional Business Knowledge

  • Superior analytical/problem solving ability
  • Superior critical thinking skills
  • Creative, independent thinking skills
  • Strong verbal, written communication and presentation skills
  • Strong ability to communicate at all levels
  • Able to work under constantly changing conditions and tight deadlines
  • Manage multiple goals and deadlines
  • Organizationally astute
  • Able and willing to travel internationally

Education (degree): Bachelors' Degree

Other (Explain): University degree in information technology, computer science, security or equivalent educational or professional experience and/or qualifications (e.g. CRISC, CISSP, CISA etc.)

Years of Experience: 8 -10

Other (Explain): Typically 10+ years of relevant business experience

Technical Skills
  • Senior, experienced team leader
  • 3+ years experience in IT leadership role
  • Strong working knowledge of patch management tools and techniques
  • Knowledge of service management best practices (ITIL) and related certifications (ISO/IEC 20000) advantageous
  • Knowledge of security management best practices and related certifications (ISO/IEC 27001) advantageous
  • Experience with vendor selection and management, deployment, client relationship management and user support
  • Advanced understanding of information technology concepts, principles, drivers, and best practices
  • Advanced understanding of information technology within a large, highly-distributed organization
  • Knowledge of business strategy definition/requirements
  • Leverages knowledge of business case development tools and methodologies to provide sound advice and educate client sponsors and teams on security applications, tools, and trends

US-Based Positions Notice: 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.

Disclaimer: Nothing in this job description/posting shall constitute an offer or promise of employment. If you are not reviewing this job posting on our Careers' site ( or one of our approved job boards we cannot guarantee the validity of this posting. For a list of our current postings, please visit us at

Requisition code: DE18USAGTS006LN0600

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