Overview In this role, you lead service strategy engagements for Technology clients, blending strategy with AI-enabled delivery to achieve measurable business outcomes. You'll shape vision and drive cross-functional execution across strategy, technology, and operations. You translate pain points into actionable roadmaps and align strategic goals with technology modernization. You'll work with executive stakeholders to deliver transformative service experiences.
Responsibilities- Lead engagements defining service strategies for digital self-service, contact center, and field service experiences for Technology clients
- Define and deliver AI-enabled service strategies with cross-functional client teams to meet customer and business goals
- Advise on improving user adoption, retention, and lifetime value across SaaS, platform, and enterprise software service channels
- Translate business challenges into structured strategies, initiatives, roadmaps, and business cases
- Align strategic intent with technology delivery, including architecture, platform requirements, and data integration strategy
- Lead workshops and sessions with business and technology stakeholders to move from strategy to implementation
- Guide prioritization, trade-offs, dependencies, and execution planning for fast, clear delivery
- Create phased deployment/migration plans for AI agents and automation by value and readiness
- Identify and champion AI-enabled tools and modern work methods to accelerate strategy work
- Manage client relationships, scope, timelines, risks, and dependencies across workstreams
- Lead and mentor multi-disciplinary teams across strategy, technology, and operations
- Coordinate global delivery teams (USI/India and ADMX/Mexico) for consistent delivery and knowledge transfer
- Support practice growth through proposals, solution shaping, and coaching teams
- Advocate for the service strategy role with clients and internally to develop teams
Key requirements- 8+ years in consulting engagements focused on service transformation (contact center, field service, digital self-service)
- 6+ years in customer/UX strategy or operational transformation engagements for Technology clients
- 6+ years in Technology sector with SaaS, cloud, and enterprise software experience
- 6+ years leading strategy engagements with current-state diagnosis, opportunity identification, and roadmaps
- 6+ years in technology strategy and delivery including AI use case prioritization, architecture, and implementation planning
- 1+ years of experience using AI tools in day-to-day work
- Willingness to travel 30%
- Limited immigration sponsorship may be available
- Executive storytelling
- Team leadership
- Client relationship management
- AI-enabled tools
- Agentic AI design
- Architecture design and platform assessments
