AI-Driven Service Strategy Manager

Deloitte France; Miami (FL); On-site; USD 183,000 - 322,000; Full time

Job summary

Deloitte is seeking a Service Strategy Manager - Technology to lead engagements that define service strategies and drive AI-enabled transformation for Technology clients. You will work with executives to shape roadmaps, develop business cases, and ensure adoption across digital self-service, contact center, and field service channels.

The role emphasizes cross-functional leadership, client relationship management, and collaboration with strategy, technology, and operations teams to deliver

Qualifications

• 8+ years of experience delivering consulting engagements focused on service transformation, including contact center modernization, field service optimization, and/or digital self-service strategy.
• 6+ years of experience conducting customer/user experience strategy or operational transformation engagements for Technology clients.
• 6+ years of experience in the Technology sector, including developing customer/user journeys and service delivery operating models in SaaS, cloud platform, and enterprise software environments.
• 6+ years of experience leading strategy engagements including diagnosing current state aps and pain points, identifying priority opportunities and value drivers, and defining transformation roadmaps and business cases.
• 6+ years of experience in technology strategy and delivery, including collaborating with technology teams to deliver agentic AI use case prioritization, platform assessments, architecture design, and implementation planning.
• 1+ years of experience using artificial intelligence tools in day-to-day workflow.
• Ability to travel 30%, on average, based on the work you do and the clients and industries/sectors you serve.
• Limited immigration sponsorship may be available

Responsibilities

• Leading engagements that define service strategies across digital self-service, contact center, and/or field service customer experiences for Technology clients
• Partnering with client customer experience, digital, technology, and customer operations leaders to define and deliver AI-enabled service strategies that meet customer and business needs and drive measurable outcomes
• Advise clients on strategies to improve user adoption, retention, and lifetime value across SaaS, platform, and enterprise software service channels
• Translating business and operational challenges into structured service strategies, prioritized initiatives, implementation roadmaps, and supporting business cases
• Connecting service strategy to technology delivery by aligning strategic intent with technology modernization priorities, target state architecture, agentic AI orchestration design, platform requirements, and data integration strategy
• Partnering closely with business and technology stakeholders through client workshops and frequent working sessions to move from strategy to implementation and adoption
• Guiding teams in prioritization, trade-off decisions, dependency management, and execution planning to drive delivery with speed and clarity
• Build phased deployment and migration plans for AI agent and automation solutions, sequencing rollout by business value, technical complexity, and organizational readiness
• Understanding which AI-enabled tools and modern ways of working can accelerate current state synthesis, future state strategy development, and business case creation, and championing their usage
• Managing client relationships, facilitating working sessions, and overseeing scope, timelines, risks, and dependencies across service strategy workstreams
• Leading and developing multi-disciplinary teams spanning strategy, technology, and operations skillsets to deliver integrated service transformation solutions
• Managing global, distributed delivery teams, including collaboration with Deloitte's USI (India) and ADMX (Mexico) resources, to ensure consistent delivery quality and effective knowledge transfer across time zones
• Supporting practice growth through proposals, solution shaping, workplans, and team coaching
• Championing and advocating for the role of service strategy both with clients and while coaching and developing teams

Skills

Strategy leadership

Executive storytelling

Client relationship mgmt

AI enablement

Roadmapping & planning

Cross-functional collab

Service transformation

Tools

AI tools

Job description

Deloitte is seeking a Service Strategy Manager - Technology to lead engagements that define service strategies and drive AI-enabled transformation for Technology clients. You will work with executives to shape roadmaps, develop business cases, and ensure adoption across digital self-service, contact center, and field service channels.

The role emphasizes cross-functional leadership, client relationship management, and collaboration with strategy, technology, and operations teams to deliver