Technology Service Strategy Leader

Deloitte France; United States; On-site; USD 183,000 - 322,000; Full time

Job summary

Deloitte’s Customer Strategy and Design practice seeks a Service Strategy Manager – Technology to lead engagements that shape service strategies across digital self-service, contact centers, and field service for Technology clients. You will drive AI-enabled strategies, align with technology delivery, and guide executive stakeholders through complex transformations.

You will collaborate with operations, design, product, and engineering leaders to turn strategic intent into concrete roadmaps,

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 in Technology sector, including SaaS, cloud platform, enterprise software environments.
• 6+ years leading strategy engagements with transformation roadmaps and business cases.
• 6+ years in technology strategy and delivery, including AI use case prioritization, architecture design, and implementation planning.
• 1+ years using artificial intelligence tools in day-to-day workflow.
• Ability to travel 30%, on average, based on client work.
• Limited immigration sponsorship may be available.

Responsibilities

• Lead engagements that define service strategies across digital self-service, contact center, and field service for Technology clients.
• Partner with client leaders to define and 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 challenges into structured service strategies, initiatives, roadmaps, and business cases.
• Align strategic intent with technology modernization priorities, target state architecture, and data integration strategy.
• Collaborate with stakeholders through workshops to move from strategy to implementation and adoption.
• Guide teams in prioritization, trade-offs, dependencies, and execution planning to drive delivery.
• Build deployment plans for AI agent and automation solutions with phased rollout by value and complexity.
• Champion modern AI tools and ways of working to accelerate strategy development and business cases.
• Manage client relationships, oversee scope and timelines across workstreams, and mitigate risks.
• Lead multi-disciplinary teams to deliver integrated service transformation solutions.
• Coordinate global delivery with Deloitte’s USI and ADMX resources for consistent quality.
• Support proposals, solution shaping, and team coaching to grow practice.
• Champion the role of service strategy with clients and within teams.

Skills

Client-facing

Executive communication

Cross-functional leadership

Strategic storytelling

AI/Technology fluency

Structured problem solving

Travel readiness

Tools

AI tools

Data analytics

SaaS platforms

Job description

Deloitte’s Customer Strategy and Design practice seeks a Service Strategy Manager – Technology to lead engagements that shape service strategies across digital self-service, contact centers, and field service for Technology clients. You will drive AI-enabled strategies, align with technology delivery, and guide executive stakeholders through complex transformations.

You will collaborate with operations, design, product, and engineering leaders to turn strategic intent into concrete roadmaps,