AI-Driven Service Strategy Lead

Deloitte France; Portland (OR); On-site; USD 183,000 - 322,000; Full time

Job summary

Deloitte seeks a Service Strategy Manager in Portland, OR to lead engagements across Technology clients, shaping service strategies and driving measurable outcomes. You will align strategy with technology modernization and manage cross-functional delivery teams for AI-enabled services.

The role requires coordinating with executive stakeholders, guiding multi-disciplinary teams, and translating strategy into roadmaps, business cases, and phased deployments for innovative service transformations.

Qualifications

• 8+ years delivering consulting engagements focused on service transformation.
• 6+ years conducting CX strategy or operational transformation engagements for Technology clients.
• 6+ years in Technology sector, developing journeys and operating models in SaaS/cloud/enterprise software.
• 6+ years leading strategy engagements with roadmaps and business cases.
• 6+ years in technology strategy and delivery including AI use case prioritization and architecture.
• 1+ year using AI tools in day-to-day workflow.
• Ability to travel around 30% on average.
• Limited immigration sponsorship may be available.

Responsibilities

• Leading engagements that define service strategies across digital self-service, contact center, and field service for Technology clients.
• Partnering with CX, digital, technology, and operations leaders to deliver AI-enabled service strategies with measurable outcomes.
• Advise clients on strategies to improve user adoption, retention, and lifetime value across SaaS, platform, and enterprise software channels.
• Translate business and operational challenges into structured service strategies, roadmaps, and business cases.
• Align strategic intent with technology modernization priorities and data integration strategy.
• Collaborate with stakeholders through workshops to move from strategy to implementation and adoption.
• Guide teams in prioritization, trade-off decisions, and execution planning to deliver with speed and clarity.
• Build phased deployment plans for AI agent and automation solutions, sequencing by value and complexity.
• Champion the use of AI-enabled tools and modern ways of working in service strategy.
• Manage client relationships, scope, timelines, risks, and dependencies across workstreams.
• Lead and develop multi-disciplinary teams across strategy, technology, and operations.
• Coordinate with Deloitte's USI and ADMX resources to ensure delivery quality and knowledge transfer.
• Support practice growth through proposals, solution shaping, and team coaching.
• Advocate for the role of service strategy with clients and in team development.

Skills

Executive storytelling

Team leadership

Strategic thinking

Client management

Problem solving

Prioritization

Roadmap development

AI tools

Job description

Deloitte seeks a Service Strategy Manager in Portland, OR to lead engagements across Technology clients, shaping service strategies and driving measurable outcomes. You will align strategy with technology modernization and manage cross-functional delivery teams for AI-enabled services.

The role requires coordinating with executive stakeholders, guiding multi-disciplinary teams, and translating strategy into roadmaps, business cases, and phased deployments for innovative service transformations.