Overview In this client-facing leadership role, you guide service strategy and technology transformation for Telecom, Media & Entertainment clients. You'll shape executive-level strategies across digital self-service, contact center, and field service, leveraging AI and data-driven insights to deliver measurable business impact. You'll oversee multi-team, global delivery and drive practice growth through proposals and thought leadership. This is a hands-on, cross-functional leadership role focused on transforming subscriber experiences and service operations.
Compensation / Benefits- discretionary annual incentive program
Responsibilities- Lead multiple engagements defining service transformation strategies across digital self-service, contact center, and field service for TME clients
- Partner with senior stakeholders to align service strategies with business needs and measurable outcomes
- Advise on strategies to reduce churn and lift customer lifetime value across streaming, broadband, and media service channels
- Translate business questions and data-driven insights into service strategies, AI visions, and roadmaps
- Prioritize AI use cases and plan phased migrations balancing value, complexity, and readiness
- Align business goals with technology modernization, target state architecture, AI orchestration design, platform requirements, and data strategy
- Lead workshops, executive readouts, and deliverables while managing scope, timelines, risks, dependencies
- Guide cross-functional teams in prioritization, trade-offs, and execution planning
- Mobilize right people and resources across Deloitte to support engagements
- Oversee global delivery teams to ensure quality and knowledge transfer across time zones
- Own commercial success including margins, forecasting, and financial management
- Champion AI-enabled tools and modern work practices to accelerate synthesis and business case creation
- Drive practice growth through proposal development, solution shaping, and thought leadership
- Advocate for the service strategy role with clients and in team development
Key requirements- 10+ years in consulting with service transformation leadership
- 8+ years in subscriber experience strategy or operations transformation for technology, media, and entertainment clients
- 8+ years in the TME sector with knowledge of streaming, telecom, and media operating models
- 8+ years in strategy engagements including current state gaps, opportunities, and roadmaps
- 2+ years establishing AI-enabled workflows and driving AI adoption; prototyping experience is a plus
- 8+ years working with technology strategy and delivery teams including architecture assessment and implementation planning
- Ability to travel 50%
- Limited immigration sponsorship may be available
- Executive storytelling
- Stakeholder influence
- Team leadership
- AI-enabled technology transformation
- Data-driven insights to strategy
- AI use-case prioritization and roadmapping
