Senior Manager - Service Strategy & Digital Transformation

Deloitte Africa; Midrand; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading consulting firm in South Africa is seeking a Lead for Service Transformation Offering. This role focuses on helping clients evolve their service models using technology and human-centered design. Ideal candidates will have 10+ years in customer service strategy, strong analytical skills, and a passion for digital innovation. The position involves working closely with CXOs to shape future service strategies and enhance operational efficiencies.

Qualifications

• 10+ years in customer service strategy or service transformation.
• Experience in consulting or advisory roles is ideal.
• Hands-on experience with CRM and contact center technology is a plus.

Responsibilities

• Assess current service models and define benchmarks.
• Drive commercial growth through practice development.
• Design transformation roadmaps incorporating automation.

Skills

Strong analytical skills

Understanding of contact center KPIs

Experience in service/experience strategy

Influencing C-suite stakeholders

Passion for digital innovation

Education

Tertiary qualification in Business, Finance, Accounting, Data or Computer Science

Industry-specific qualifications or certifications

MBA or Masters in a relevant field

Tools

Salesforce

Genesys

ServiceNow

AWS Connect

Job description

Reimagine the Future of Service in Africa

We are looking for a forward-thinking Lead for our Service Transformation Offering. The offering is focused on helping our clients imagine the Future of Service.

This role is ideal for someone who combines strategic vision with digital fluency, and who is passionate about transforming service delivery through experience, data, technology, and human-centered design.

What You’ll Do

You’ll work with CXOs and Service Leaders to shape service strategies that are commercially sound, digitally enabled, data-driven, and future-ready. Your focus will be on helping clients evolve their service models to meet rising customer expectations, optimize operations, and unlock new growth.

Key responsibilities:

• Assess current service models and define what “good” looks like, benchmarking against leading practices
• Improve operational efficiency through process redesign and use of automation/AI as applicable, and creating prioritization roadmap including feasibility model/business case
• Drive commercial growth by leading practice development & eminence and acting as a key driver of proposals or other business development work in the Service Strategy and Transformation space and helping track operational metrics (utilization, project pipeline etc.)
• Design transformation roadmaps that incorporate automation, AI, and scalable technologies.
• Evaluate and recommend service platforms (e.g., CCaaS, CRM, field service tech) to support future capabilities.
• Lead client engagements and contribute to business development in the service transformation space.
• Collaborate with senior stakeholders to deliver impactful, measurable outcomes.
• Mentor and grow internal teams with a focus on digital service excellence.

What You Bring

• Strong analytical skills and ability to interpret complex data sets to drive decisions.
• Deep understanding of contact center KPIs, workforce management, and service delivery metrics.
• Functional expertise: Experience in service/experience strategy, service strategy projects at top consulting firms catering B2B or B2C service, covering service delivery model design, agent experience redesign, workforce management, and/or outsourcer/vendor management strategy; hands on experience leading large scale technology transformation across CRM and contact center ecosystem is a plus
• Experience with platforms like Salesforce, Genesys, ServiceNow, AWS Connect is a strong advantage.
• Proven ability to influence C-suite stakeholders and lead cross-functional teams.
• Passion for digital innovation, AI, and the future of customer experience.
• Industry experience in Financial Services, Retail, or Telecommunications preferred.

Experience

• 10+ years in customer service strategy, contact center operations, or service transformation—ideally in consulting or advisory roles.

Qualifications

• Tertiary qualification in Business, Finance, Accounting, Data or Computer Science, Engineering or related
• Industry-specific qualifications, certifications or an equivalent
• MBA or Masters in the relevant field of study is a definite advantage

Note: The list of tasks / duties and responsibilities contained in this document is not necessarily exhaustive. Deloitte may ask the employee to carry out additional duties or responsibilities, which may fall reasonably within the ambit of the role profile, depending on operational requirements.

At Deloitte, we want everyone to feel they can be themselves and to thrive at work—in every country, in everything we do, every day. We aim to create a workplace where everyone is treated fairly and with respect, including reasonable accommodation for persons with disabilities. We are committed to employment equity and building a diverse and inclusive workplace across the African continent. Our recruitment processes are aligned with our Employment Equity Plan and the principles of the Employment Equity Act. Preference may be given to candidates from designated groups. We actively support the inclusion of people with disabilities and embrace neurodiversity in the workplace. We recognise and value the unique strengths that neurodivergent individuals bring, and we are committed to creating an environment where everyone can thrive. If you require reasonable accommodations during the recruitment process, please let us know.