Technology Service Management Lead

Management Consulting | Core Business Operations
Same job available in 2 locations

Atlanta, Georgia, United States

Raleigh, North Carolina, United States

Position Summary

Are you an experienced, passionate pioneer in technology? An industry solutions professional who wants to work in a collaborative environment. As an experienced Technology Service Management Lead you will have the ability to share new ideas and collaborate on projects as a senior consultant.

Work you’ll do/Responsibilities  

The Technology Service Management Lead is responsible for the strategy, design and implementation (delivery of) the Service Management processes and operations. This role aligns games (overall and OCOG specific), as well as internal customer (applications, security, etc) requirements with tool capabilities and configurations to support end user needs and run the longer-term technology operations across games events.

This leader owns the strategic definition, prioritization and management of the capability roadmap, working across teams to deliver on it, and set up of the operations (inclusive of internal teams, OCOG and service providers). This role will partner directly with the Service Management Design and Operations Lead on the ground in MiCo (and subsequent games locations). 

The Team 

EIS focuses on incubating and developing solutions that help organizations transform their business operations through transformative technology. Our solutions “graduate” into full Market Offerings within CIS as they achieve scale and prove their business cases. FY23 Solutions are: OME, DHP, LCNC, PU&R, and ConvergeProsperity


  • 15+ years defining / designing AND operating large-scale business and technology operations
  • Understanding of ServiceNow ITSM architecture, capabilities and operations
  • Ability to ‘model’ business scenarios / capabilities that need to be supported and drive decisions on the best way to implement / deliver them in ServiceNow and adjacent solutions
  • 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
  • Structuring and managing delivery and required content / work products to design and run the technology operations
  • Leading day-to-day cross functional teams
  • Understanding of games 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
  • Ability to define the approach and construct of required training to consistently implement the technology operations tooling and underlying business processes and policies
  • Major games 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
  • Ability to travel up to 25% to 75% annually, on average, based on the work you do and the clients and industries/sectors you serve


  • Excellent communication skills, both oral and written
  • 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
  • Leading components of major, multi-year business and system transformation efforts (definition, design, implementation) across multiple business (functional) units
  • Defines key metrics / reporting formats, frequency and communication (for service desk key measures)

Our people and culture

Our diverse, equitable, and 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 ideas and perspectives, and bring more creativity and innovation to help solve our client most complex challenges. This makes Deloitte one of the most rewarding places to work. Learn more about our inclusive culture.

Professional development

From 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 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: 110815


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