Tech Service Strategy Leader (AI & Delivery)

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

Job summary

Deloitte seeks a Service Strategy Manager for Technology to lead engagements shaping service strategies across digital self-service, contact center, and field service channels. You will partner with CX, digital, and technology leaders to deliver AI-enabled strategies aligning with client outcomes.

The role requires senior-level consulting experience, strong storytelling, and the ability to manage cross-functional teams, sponsor AI integration, and drive tangible business results.

Qualifications

• 8+ years delivering consulting engagements focused on service transformation and related areas
• 6+ years of customer experience strategy or operational transformation initiatives for Technology clients
• 6+ years in the Technology sector delivering customer journeys and service delivery models
• 6+ years leading strategy engagements from diagnosis to roadmaps and business cases
• 6+ years in technology strategy and delivery including AI use case prioritization and architecture
• 1+ years of experience using AI tools in day-to-day work
• Ability to travel 30% on average
• Limited immigration sponsorship may be available

Responsibilities

• Lead engagements defining service strategies across digital self-service, contact center, and field service for Technology clients
• Partner with CX, digital, technology, and operations leaders to deliver AI-enabled service strategies
• Advise clients on improving adoption, retention, and lifetime value across SaaS, platform, and enterprise software channels
• Translate business 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 and sessions to move from strategy to implementation
• Guide teams in prioritization, trade-offs, and deployment planning for speed and clarity
• Build phased deployment plans for AI agents and automation solutions
• Champion modern tools and working methods to accelerate current and future state strategy
• Manage client relationships, sessions, scope, timelines, risks, and dependencies
• Lead multi-disciplinary teams across strategy, technology, and operations
• Coordinate global delivery teams for consistent quality and knowledge transfer
• Support growth through proposals, solution shaping, and coaching
• Promote the role of service strategy with clients and teams

Skills

Service strategy

Executive storytelling

Client engagement

Cross-functional leadership

AI-enabled strategies

Job description

Deloitte seeks a Service Strategy Manager for Technology to lead engagements shaping service strategies across digital self-service, contact center, and field service channels. You will partner with CX, digital, and technology leaders to deliver AI-enabled strategies aligning with client outcomes.

The role requires senior-level consulting experience, strong storytelling, and the ability to manage cross-functional teams, sponsor AI integration, and drive tangible business results.