Lead Managed Services Engineer

Deloitte • Tampa, FL

2d • $144,000 - $265,000

About The Position

As a Lead Engineer 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 within Deloitte’s Hybrid Cloud Infrastructure offering. You will architect intelligent, automated, and predictive operations to improve reliability, reduce incidents, and increase efficiency across complex enterprise infrastructures. The role also oversees legacy environments requiring stabilization, modernization, and structured transition into the AIOps framework. It serves as an executive bridge between clients, delivery teams, and leadership to achieve business outcomes through secure, scalable, and continuously improving infrastructure operations.

The role spans design and delivery of managed services across hybrid and multi-platform environments, client onboarding and transitions, operational escalations, governance, and continuous improvement. It includes reporting on operational KPIs, AIOps adoption, automation impact, incident patterns, and client value realization. Travel may be up to 50%, depending on the work, clients, and industries served. Recruiting for this role ends on 11/11/26.

Requirements

• At least 8 years of experience in infrastructure operations or IMS delivery, including at least 5 years leading multi-tower hybrid or complex enterprise environments.
• Experience managing large-scale operations supporting at least 10,000 users or at least $40 million 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 significantly reduced MTTR.
• Proven ability to lead multi-tower delivery teams across geographies, including infrastructure, automation, and observability specialists.
• Budget oversight for large managed services portfolios of at least $40 million, with accountability for efficiency improvements and cost optimization.
• Strong proficiency with infrastructure automation, observability, and AIOps-enabling tools, including 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.
• Ability to travel up to 50%, depending on the work, clients, and industries or sectors served.

Nice To Haves

• 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 such as ITIL, PMP, AWS, Azure, or GCP.
• Strong executive presentation skills and the ability to communicate operational insights, predictive indicators, and modernization roadmaps to senior stakeholders.
• Experience expanding managed services portfolios or contributing at least $2 million annually in revenue growth through new or enhanced offerings.

Responsibilities

• Assist in leading the design and execution of an AIOps-first operating model using predictive analytics, event correlation, and automated remediation to improve SLA attainment, reduce incidents, and deliver efficiency gains.
• Oversee end-to-end delivery across Infrastructure Managed Services (IMS), Hybrid Managed Services (HMS), Cloud Managed Services, AI/HPC environments, and End-User Services.
• Manage legacy and traditional infrastructure estates while driving gradual modernization through enhanced observability, automation playbooks, and AIOps capabilities.
• Implement and evolve observability 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.
• Serve as senior escalation leader for critical incidents, ensuring rapid resolution, executive communication, and client satisfaction.
• Expand automation 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 measurable improvements in MTTR, incident volume, or operating cost.
• Maintain compliance, security alignment, and governance across managed environments, targeting zero critical audit findings.
• Provide monthly and quarterly updates on operational KPIs, AIOps adoption, automation impact, incident patterns, and client value realization.
• Collaborate with and mentor team members, drive innovation and best practices, and represent Deloitte at client and industry forums.

Benefits

• Discretionary annual incentive program, subject to program rules and individual and organizational performance.
• Broad range of employee benefits.
• Professional development opportunities, including on-the-job learning, leadership opportunities, mentorship, and formal development programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed