Position SummaryAre you an experienced, passionate pioneer in technology who wants to work in a collaborative environment? As an experienced
Service Desk Delivery Manager, you will have the ability to share new ideas and collaborate on projects as a consultant without the extensive demands of travel. The Project Talent Model (PTM) is designed for professionals with specialized skills that align to a current client need. Team members focus on delivering services to clients, without additional expectations related to business development or promotion. Their employment is tied to their role on a project, and they are eligible for a benefits package that is competitive for project delivery-focused professionals.
Work you'll do/Responsibilities As a Manager at Deloitte, you will work within an engagement team and be responsible for supporting the overall project goals and objectives. In this role, you will interact with stakeholders and cross-functional teams. It is expected that you will be able to perform independent tasks as well as provide technical guidance to team members, as needed.
- Own daily delivery performance across the Service Desk and Field Services (walk-up support, smart locker and kiosk operations, deskside support, hardware lifecycle activities).
- Run the onsite operating rhythm: daily huddles, weekly operations reviews, and monthly service reviews with Micron stakeholders.
- Manage shift coverage and escalations, including extended and 24x7 coverage models where Micron requires them.
- Lead major incident coordination onsite and make sure root cause analysis and corrective actions are completed and tracked.
- Managed Services Project for Operations and Engineering across Infrastructure, Application, Data, Testing
- Engage directly with business stakeholders and technology leadership to align delivery priorities and effort estimates
The Team Join our AI & Engineering team in transforming technology platforms, driving innovation, and helping make a significant impact on our clients' success. You'll work alongside talented professionals reimagining and re-engineering operations and processes that are critical to businesses. Your contributions can help clients improve financial performance, accelerate new digital ventures, and fuel growth through innovation.
AI & Engineering leverages cutting-edge engineering capabilities to build, deploy, and operate integrated/verticalized sector solutions in software, data, AI, network, and hybrid cloud infrastructure. These solutions are powered by engineering for business advantage, transforming mission-critical operations. We enable clients to stay ahead with the latest advancements by transforming engineering teams and modernizing technology & data platforms. Our delivery models are tailored to meet each client's unique requirements.
Our Hybrid Cloud Infrastructure offering delivers specialized engineering capabilities to design, implement, manage, and operate hybrid cloud environments. We modernize networks and AI infrastructure from the core to the edge and develop new infrastructure and device services to help clients stay ahead with the latest technology advancements.
QualificationsRequired- 8+ years in IT service delivery, with at least 5 years leading Service Desk and/or Field Services operations at enterprise scale.
- Demonstrated experience managing a managed-services engagement against contractual SLAs and KPIs.
- Strong working knowledge of ServiceNow ITSM (incident, request, knowledge, and reporting).
- Experience leading transitions from an incumbent provider.
- Proven people leadership of large, shift-based teams, including shift design and coverage planning.
- Excellent executive communication, with experience running service reviews and escalations with client leadership.
- Ability to work onsite in Boise, ID, with travel to San Jose, CA
- Bachelor's degree, preferably in Computer Science, Information Technology, Computer Engineering, or related IT discipline; or equivalent experience
- Limited immigration sponsorship may be available
- Ability to travel 10%, on average, based on the work you do and the clients and industries/sectors you serve
Preferred- Analytical ability to manage multiple projects and prioritize tasks into manageable work products
- Can operate independently or with minimum supervision
- Excellent Written and Communication Skills
- Ability to deliver technical demonstrations
The wage range for this role 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. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. 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 $125,000-$165,000.
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 USTalentCICInbox@deloitte.com.
Recruiting tipsFrom developing a stand out resume to putting your best foot forward in the interview, we want you to feel prepared and confident as you explore opportunities at Deloitte. Check out recruiting tips from Deloitte recruiters.
BenefitsAt 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 cultureOur 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 purposeDeloitte's purpose is to make an impact that matters for our people, clients, and communities. At Deloitte, purpose is synonymous with how we work every day. It defines who we are. Our purpose comes through in our work with clients that enables impact and value in their organizations, as well as through our own investments, commitments, and actions across areas that help drive positive outcomes for our communities. Learn more.
Professional developmentFrom 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.
Requisition code: 374849
Job ID 374849
