Position Summary

The Service Strategy Manager is a client-facing consulting leader who delivers service strategy engagements for Telecom, Media & Entertainment (TME) clients. This role combines service strategy, AI and technology fluency, consulting execution, and TME commercial knowledge to help clients improve customer, employee, and business outcomes. The manager works across strategy and delivery to turn current state pain points and business needs into actionable service transformation solutions.

This role is ideal for someone who is equally comfortable shaping a service strategy vision and driving cross-functional execution. You will work across strategy, technology, and operations to ensure strategies become real, measurable solutions for clients.

Recruiting for this role ends on November 15, 2026

Work you'll do

As a Service Strategy Manager – TME, you will be responsible for:

• 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

A successful candidate would possess these skills:

• Ability to stretch from framing ambiguous business problems through roadmap definition, business case development, and implementation planning through close collaboration with relevant leaders, such as service operations, technology, design, product, engineering, and analytics leaders
• Structured problem-solving practices to align business value, technology feasibility, and operational impact throughout execution
• Experience overseeing prioritization workshops, roadmap creation, business case development, and phased deployment planning
• Strong executive storytelling and team leadership
• Confidence leading client meetings, engaging directly with executive-level stakeholders, and serving as the primary day-to-day contact for client stakeholders
• Ability to manage contractual execution, including tracking deliverables against firm deadlines, identifying risks early, mitigating where possible and escalating with discernment

The Team

Deloitte's Customer Strategy and Design practice is the strategic and experiential hub of Deloitte Digital. We excel in customer experience, marketing strategy, commercial transformation, and innovation/design, offering insights to navigate disruption and shape client agendas. Our team includes business strategists, operations experts, designers, and technologists focused on customer-centered solutions. We specialize in customer segmentation, go-to-market strategy, channel optimization, service design, UX design, and customer analytics. Join us to drive impactful customer experiences and market success.

Qualifications

Required:

• 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 (e.g., contact center, field service, or subscriber service operations) 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 for environments such as content platforms, network operations centers, and/or digital media supply chains
• 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.
• Limited immigration sponsorship may be available

Preferred:

• Experience presenting recommendations and deliverables to executive stakeholders
• Experience managing engagements involving multiple stakeholder groups across business and technology functions
• Experience using data, analytics, and artificial intelligence-enabled tools in consulting, strategy, or product delivery
• Experience working with business and technology teams to translate service strategies into implementation plans
• Experience supporting proposals, solution shaping, or workplan development
• Experience coaching or developing cross-functional teams including practitioners with strategy, operations, and/or technology skillsets
• Experience with subscription, streaming, or telecom service models, including churn/retention analytics and network operations support

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $183,400 – $322,100.

You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. Qualified applicants with criminal histories, including arrest or conviction records, will be considered for employment in accordance with the requirements of applicable state and local laws, including the Los Angeles County Fair Chance Ordinance for Employers, City of Los Angeles’s Fair Chance Initiative for Hiring Ordinance, San Francisco Fair Chance Ordinance, and the California Fair Chance Act. See notices of various fair chance hiring and ban-the-box laws where available. Fair Chance Hiring and Ban-the-Box Notices | Deloitte US Careers Requisition code: 366249

Published valid-through: 2026-11-15

Education requirements: Other