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Service Management Design and Operations Lead - Location Open at Deloitte

Service Management Design and Operations Lead - Location Open

Deloitte Chicago, IL Full-Time
Are you an experienced, passionate pioneer in technology? An industry solutions professional who wants to work in a collaborative environment. As an experienced Operations Lead you will have the ability to share new ideas and collaborate on projects as a consultant without the extensive demands of travel. If so, consider an opportunity with Deloitte under our Project Delivery Talent Model. Project Delivery Model (PDM) is a talent model that is tailored specifically for long-term, onsite client service delivery. PDM practitioners are local to project locations, minimizing extensive travel, and provides you with a full career path within the firm.

Work you'll do/Responsibilities

The Central Operations Service Management Design and Operations Lead is responsible for defining and implementing the technology service management capabilities and service desk, as well as coordinating detailed plans and dependencies with event organizing committee functional leaders (e.g., technology, energy, security) and other Deloitte leaders / ecosystem partners

This role will evolve from a definition and design role in years one and two into an operational role in preparation for and during the event critical operations period. Experience with both setting up and running large scale technology operational processes, as well as the core technology solutions to enable them is critical.

The Team

The US Core Industry Solutions Offering encompasses industry vertical, sector specific solutions that leverage distinct technologies to drive operational change and automate the core our client's business. We incorporate expertise from across the firm to leverage common approaches, best practices, and strategic investments to scale these solutions according to industry strategy. Core Industry Solutions will be known in the market for a focus on transforming industry operations through industry technology solutions.


+ 15+ years defining / designing AND operating large-scale business and technology operations

+ Italian language fluency required

+ Deep experience defining, structuring / building, and running technology operations

+ Strong understanding of ITIL concepts and experience implementing ITIL good practices

+ Ability to drive key decisions throughout design and day-to-day delivery

+ Excellent communication skills, both oral and written

+ Understanding of sports and / or major events operations and roles of key ecosystem partners

+ Ability to drive change business and technical change within the technology, telecommunications, medical technologies and / or government services sectors

+ Demonstrated experience defining the approach and leading day-to-day execution of key activities across the solution delivery lifecycle (e.g., requirements / user story definition, process design, business and launch readiness) for global clients

+ Familiarity with key service management technology solutions (e.g., ServiceNow, Remedy)

+ Ability to define and construct required training to consistently implement the technology operations tooling and underlying business processes and policies

+ Sports and / or major events context and delivery experience

+ Understanding of venue coordination, planning, and management for major events

+ Hands-on technology delivery program management


+ Bachelor's degree, preferably in Computer Science, Information Technology, Computer Engineering, or related IT discipline; or equivalent experience

+ Role is remote

+ Limited immigration sponsorship may be available

+ Ability to travel up to 25%-75% annually, on average, based on the work you do and the clients and industries/sectors you serve


+ Demonstrated track record and credibility in the sport and / or major events industry

+ Established network in the sport and / or major events industry

+ Works well with ambiguity and able to drive outcomes in complex and fast-paced environments

+ Culturally aware and curious global citizen

+ Flexibility and comfort with traveling globally as required

Additional Requirements

+ Structuring and managing delivery and required content / work products to design and run the technology operations

+ Leading day-to-day cross functional teams

+ Defining key metrics / reporting formats, frequency and communication (for service desk key measures)

+ Leading components of major, multi-year business and system transformation efforts (definition, design, implementation) across multiple business (functional) units

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.

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