AI-Driven Tech Service Strategy Leader

Deloitte France; Nashville (TN); On-site; USD 183,000 - 322,000; Full time

Job summary

Deloitte France seeks a Service Strategy Manager - Technology to lead client engagements that shape service strategies across digital self-service, contact center, and field service experiences, translating business needs into actionable transformation.

You will collaborate with executives across operations, technology, and analytics, guide multi-disciplinary teams, and drive delivery with speed, ensuring measurable outcomes and opportunities for AI-enabled service improvements.

Qualifications

• 8+ years of experience delivering consulting engagements focused on service transformation
• 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 SaaS, cloud platforms and enterprise software
• 6+ years of experience leading strategy engagements with transformation roadmaps and business cases
• 1+ years of experience using artificial intelligence tools in day-to-day workflow
• Ability to travel 30% on average
• 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
• 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 and roadmaps
• Connecting service strategy to technology delivery and data strategy
• Partnering with stakeholders through workshops and working sessions to move from strategy to implementation
• Guiding teams in prioritization, trade-off decisions, and execution planning
• Build phased deployment and migration plans for AI agent and automation solutions
• Understanding AI-enabled tools and modern ways of working to accelerate strategy development
• Managing client relationships, overseeing scope, timelines, risks, and dependencies
• Leading and developing multi-disciplinary teams across strategy, technology, and operations
• Managing global delivery teams to ensure quality and knowledge transfer
• Supporting practice growth through proposals and solution shaping
• Championing service strategy with clients and teams

Skills

Service strategy consulting

Executive stakeholder engagement

Cross-functional leadership

Strategic roadmapping

AI-enabled service design

Team leadership

Travel up to 30%

Job description

Deloitte France seeks a Service Strategy Manager - Technology to lead client engagements that shape service strategies across digital self-service, contact center, and field service experiences, translating business needs into actionable transformation.

You will collaborate with executives across operations, technology, and analytics, guide multi-disciplinary teams, and drive delivery with speed, ensuring measurable outcomes and opportunities for AI-enabled service improvements.