Service Management Lead

Are you an experienced technology leader who thrives in complex, high-visibility operational environments? Deloitte is seeking an Engineering Delivery Manager II (Service Management Lead) to lead service delivery and operational readiness for technology services supporting a large-scale global sporting event environment. This role will oversee service stability, resilience, and go-live preparedness across critical operations, while driving alignment to agreed service levels and operational requirements. The ideal candidate brings strong service management experience, structured operational leadership, and the ability to coordinate across teams, vendors, and stakeholders in fast-paced conditions.

Work you'll do

As an Engineering Delivery Manager II on the AI & Engineering team, you will be responsible for:

• Leading end-to-end delivery of technology services that support live event operations, with a focus on service stability, resilience, and adherence to agreed service levels
• Directing readiness planning, rehearsal coordination, and go-live preparedness activities to ensure people, processes, and tools are aligned to operational requirements
• Providing leadership across information technology service management processes, including incident, problem, change, and service continuity management
• Coordinating with technology vendors, functional teams, and stakeholder groups to manage dependencies, mitigate risk, and support operational excellence
• Communicating status, risks, escalations, and operational priorities to engagement leadership, project team members, and cross-functional stakeholders

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 leverages engineering capabilities to build, deploy, and operate integrated, sector-focused solutions across software, data, artificial intelligence, networks, and hybrid cloud infrastructure. Our teams help clients modernize technology and data platforms, improve mission-critical operations, and enable business advantage through scalable engineering solutions. We tailor our delivery approach to each client's priorities, operating environment, and transformation goals.

Qualifications

Required:

• Bachelor's degree in Computer Science, Information Technology, Computer Engineering, or another technology-focused discipline; alternatively, equivalent experience
• 5+ years of experience in service management, information technology operations, and operational readiness in multi-stakeholder environments supporting large-scale programs and live operations
• Experience with information technology service management frameworks and service delivery practices, including incident, change, continuity, and operational governance processes
• Experience transitioning projects into operational delivery, including establishment of processes, governance structures, and tools that support service stability and continuous improvement
• Experience coordinating across business, technology, vendor, and stakeholder groups to align operations with service expectations and business objectives
• Ability to travel 10%, on average, based on the work you do and the clients and industries/sectors you serve
• Limited immigration sponsorship may be available

Preferred:

• Experience supporting large-scale event, sports, media, or other time-sensitive operational environments
• Experience leading service readiness, rehearsal planning, and go-live support activities
• Experience with service level management, operational reporting, and governance routines
• Experience managing risk, escalation, and issue resolution across distributed delivery teams
• Experience working with third-party vendors and cross-functional technology teams in complex environments
• Experience leading teams or workstreams in technology service delivery programs

For individuals assigned and/or hired to work in California, Deloitte is required by law to include a reasonable estimate of the compensation range for this role. This compensation range is specific to California 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 $130,000 to $180,000.

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.