Service Strategy Senior Manager - Telecom, Media & Entertainment

About the role

The Service Strategy Senior Manager is a client-facing consulting leader responsible for delivering high-impact service strategy engagements across digital self-service, contact center, and/or field service domains for Telecom, Media & Entertainment (TME) clients. This role combines deep service strategy and technology transformation expertise with strong AI and digital fluency, consulting leadership, and TME commercial acumen, including familiarity with streaming, broadband/telecom, and/or media distribution business models. This role is ideal for someone who is equally comfortable setting service strategy at the executive level and leading cross-functional teams. You will guide and align business and technology leaders to ensure strategies translate into real, measurable business impact.

Responsibilities

• Leading multiple engagements that define strategies for service transformations across digital self-service, contact center, and/or field service for TME clients, including subscriber care, technical support, and content service channels
• Partnering with senior client stakeholders to define service strategies that address business and subscriber needs and drive measurable outcomes
• Advising clients on strategies to reduce subscriber churn and improve customer lifetime value across streaming, broadband, and media service channels
• Translating business questions and data-driven insights into service strategies, executive recommendations, AI-enabled technology visions, and transformation roadmaps
• Directing the identification, prioritization, and phased migration planning of AI use cases, balancing business value, technical complexity, and organizational readiness across a portfolio of initiatives
• Connecting service strategy to technology delivery by aligning business goals and customer needs with technology modernization priorities, target state architecture, agentic AI orchestration design, platform requirements, and data integration strategy
• Leading working sessions, executive readouts, and deliverables while managing scope, timelines, risks, dependencies, and client needs
• Guiding multiple teams in