Service Strategy Senior Manager - Telecom, Media & Entertainment

Position Summary 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. Recruiting for this role ends on November 15, 2026 Work you'll do As a Service Strategy Senior Manager - TME, you will be responsible for: 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 channelsPartnering with senior client stakeholders to define service strategies that address business and subscriber needs and drive measurable outcomesAdvising clients on strategies to reduce subscriber churn and improve customer lifetime value across streaming, broadband, and media service channelsTranslating business questions and data-driven insights into service strategies, executive recommendations, AI-enabled technology visions, and transformation roadmapsDirecting the identification, prioritization, and phased migration planning of AI use cases, balancing business value, technical complexity, and organizational readiness across a portfolio of initiativesConnecting 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 strategyLeading working sessions, executive readouts, and deliverables while managing scope, timelines, risks, dependencies, and client needsGuiding multiple teams in prioritization, trade-off decisions, dependency management, and execution planning to drive delivery with speed and clarityIdentifying and mobilize the right people, skillsets, and resources from across Deloitte to support client engagementsOverseeing multi-disciplinary, global delivery teams spanning strategy, technology, and operations skillsets, including Deloitte's USI (India) and ADMX (Mexico) resources, to ensure consistent delivery quality and effective knowledge transfer across time zonesOwning the commercial success of engagements, including margin performance, forecasting, and ongoing financial managementChampioning AI-enabled tools and modern ways of working across teams to accelerate current state synthesis, future state strategy development, and business case creationDriving practice growth by leading business development activities, including proposal development, solution shaping, and thought leadershipChampioning and advocate for the role of service strategy both with clients and while coaching and developing teams A successful candidate would possess these skills: Ability to lead through ambiguity, from framing complex business problems to strategy definition, implementation planning, and executionDeep fluency in service and AI-enabled technology transformation practices, with the judgment to balance business value, operational impact, and technical feasibility across a portfolio of initiativesExperience guiding roadmap creation, business case development, prioritization, and phased deployment planning across multiple workstreams or teamsDemonstrated success leading business development efforts, including developing proposals, shaping solutions, and generating new client opportunitiesStrong executive storytelling, stakeholder influence, and team leadershipExperience developing, owning, and managing senior client relationshipsHigh agency, with a strong sense of ownership and accountability for outcomesGenuine curiosity and a habit of continuous learning, staying current on new tools, methodologies, and business trends 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: 10+ years of experience leading and delivering consulting engagements focused on service transformation, including contact center modernization, field service optimization, and/or digital self-service strategy8+ years of experience leading subscriber experience strategy or operational transformation engagements (e.g., contact center, field service, or subscriber service operations) for technology, media, and entertainment clients8+ 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 chains8+ 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 cases2+ years of experience establishing AI-enabled workflows and driving AI adoption across teams and clients; building a prototype or solution using AI, including personal projects, is a strong plus8+ years of experience working on or alongside technology strategy and delivery teams, including architecture assessment, AI use case prioritization, engineering build roadmap development, and implementation planningAbility to travel 50%, 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 to executive stakeholdersExperience leading engagements involving strategy, operations, and technology stakeholdersExperience using data, analytics, or artificial intelligence tools in consulting deliveryExperience working with technology and operations teams to translate strategy into roadmaps and tactical delivery plansExperience supporting proposal development, solution shaping, or practice growth activitiesExperience leading or developing teams in consulting or professional services environmentsExperience 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 $198-700 - $391,500. 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. #Customer_US #CSD_US