TME Service Strategy Lead - AI-Driven Transformation

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

Job summary

Deloitte France is seeking a Service Strategy Manager to lead client engagements in telecom, media & entertainment, combining service strategy, AI fluency, and technology delivery. You’ll shape strategies and drive cross-functional execution across strategy, technology, and operations to deliver measurable client outcomes.

The role involves partnering with executive stakeholders, guiding multi-disciplinary teams, and developing phased deployment plans for AI and automation initiatives.

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 subscriber experience strategy or operational transformation engagements for technology, media, and entertainment clients.
• 6+ years of experience in the TME sector, including developing subscriber and viewer journeys and streaming, telecom, and media operating models.
• 6+ years of experience leading strategy engagements including diagnosing current state gaps 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.

Responsibilities

• Leading engagements that define service strategies across digital self-service, contact center, and/or field service customer experiences for TME 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 reduce subscriber churn and improve customer lifetime value across streaming, broadband, and media 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

Service transformation consulting

Subscriber experience strategy

Executive storytelling

Client relationship management

Team leadership

AI tools in day-to-day workflow

Cross-functional collaboration

Travel willingness

Job description

Deloitte France is seeking a Service Strategy Manager to lead client engagements in telecom, media & entertainment, combining service strategy, AI fluency, and technology delivery. You’ll shape strategies and drive cross-functional execution across strategy, technology, and operations to deliver measurable client outcomes.

The role involves partnering with executive stakeholders, guiding multi-disciplinary teams, and developing phased deployment plans for AI and automation initiatives.