AI-Driven Service Strategy Leader

Deloitte France; Los Angeles (CA); On-site; USD 183,000 - 322,000; Full time

Job summary

Deloitte is seeking a Service Strategy Manager to lead AI-enabled service strategy engagements for Technology clients in a client-facing role. You will drive cross-functional execution across strategy, technology, and operations to deliver measurable outcomes.

The role requires deep consulting experience in service transformation, strong leadership, and the ability to guide strategic roadmaps and business cases across complex tech environments. Travel up to 30% is expected.

Qualifications

• 8+ years of experience delivering consulting engagements focused on service transformation (e.g., contact center modernization, field service optimization, digital self-service strategy)
• 6+ years of experience in customer/user experience strategy or operational transformation engagements for Technology clients
• 6+ years in the Technology sector, incl. SaaS, cloud platform, and enterprise software environments
• 6+ years in technology strategy and delivery, incl. AI use case prioritization, architecture design, and implementation planning
• 1+ years of experience using artificial intelligence tools in day-to-day workflow
• Ability to travel 30% on average; immigration sponsorship may be available

Responsibilities

• Lead engagements that define service strategies across digital self-service, contact center, and field service experiences
• Partner with CX, digital, technology, and operations leaders to define and deliver AI-enabled service strategies
• Advise clients on strategies to improve user adoption, retention, and lifetime value across SaaS and software channels
• Translate business challenges into structured service strategies, roadmaps, and business cases
• Align strategic intent with technology modernization priorities and data integration strategy
• Guide teams through prioritization, trade-offs, and execution planning for delivery speed and clarity
• Build phased deployment and migration plans for AI agent and automation solutions
• Manage client relationships, sessions, risks, and dependencies across workstreams

Skills

Executive storytelling

Team leadership

Strategy consulting

Client-facing

AI tools usage

Service strategy

Job description

Deloitte is seeking a Service Strategy Manager to lead AI-enabled service strategy engagements for Technology clients in a client-facing role. You will drive cross-functional execution across strategy, technology, and operations to deliver measurable outcomes.

The role requires deep consulting experience in service transformation, strong leadership, and the ability to guide strategic roadmaps and business cases across complex tech environments. Travel up to 30% is expected.