Services Strategy Manager – Technology

Deloitte•Tampa, FL

29d•$183,400 - $322,100•Onsite

About The Position

The Service Strategy Manager is a client-facing consulting leader who delivers service strategy engagements for Technology clients. This role combines service strategy, AI and technology fluency, consulting execution, and Technology 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.

Requirements

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 (e.g., contact center, field service, or customer care operations) for Technology clients
6+ years of experience in the Technology sector, including developing customer/user journeys and service delivery operating models and working in SaaS, cloud platform, and enterprise software environments
6+ years of experience leading strategy engagements including diagnosing current state aps 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

Nice To Haves

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 SaaS, cloud platform, or enterprise software service models, including customer success, renewal/retention analytics, and technical support operations

Responsibilities

Leading engagements that define service strategies across digital self-service, contact center, and/or field service customer experiences for Technology 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 improve user adoption, retention, and lifetime value across SaaS, platform, and enterprise software 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