Service Strategy Manager - Telecom, Media & Entertainment (TME)

About the role

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.

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
• Building 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

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 subscriber experience strategy or operational transformation engagements (e.g.,