Senior Manager - Service Strategy & Digital Transformation at Deloitte

Job Description

Reimagine the Future of Service in Africa

• We are looking for a forward-thinking Lead for our Service Transformation Offering. The offering is focused on helping our clients imagine the Future of Service.
• This role is ideal for someone who combines strategic vision with digital fluency, and who is passionate about transforming service delivery through experience, data, technology, and human-centered design.

What You’ll Do

• You’ll work with CXOs and Service Leaders to shape service strategies that are commercially sound, digitally enabled, data-driven, and future-ready. Your focus will be on helping clients evolve their service models to meet rising customer expectations, optimize operations, and unlock new growth.

Key responsibilities:

• Assess current service models and define what “good” looks like, benchmarking against leading practices
• Improve operational efficiencies through process redesign and use of automation/AI as applicable, and creating prioritization roadmap including feasibility model/business case
• Drive commercial growth by leading practice development & eminence and acting as a key driver of proposals or other business development work in the Service Strategy and Transformation space and helping track operational metrics (utilization, project pipeline etc.)
• Design transformation roadmaps that incorporate automation, AI, and scalable technologies.
• Evaluate and recommend service platforms (e.g., CCaaS, CRM, field service tech) to support future capabilities.
• Lead client engagements and contribute to business development in the service transformation space.
• Collaborate with senior stakeholders to deliver impactful, measurable outcomes.
• Mentor and grow internal teams with a focus on digital service excellence.

What You Bring

• Strong analytical skills and ability to interpret complex data sets to drive decisions.
• Deep understanding of contact center KPIs, workforce management, and service delivery metrics.
• Functional expertise: Experience in service/experience strategy, service strategy projects at top consulting firms catering B2B or B2C service, covering service delivery model design, agent experience redesign, workforce management, and/or outsourcer/vendor management strategy; hands on experience leading large scale technology transformation across CRM and contact center ecosystem is a plus
• Experience with platforms like Salesforce, Genesys, ServiceNow, AWS Connect is a strong advantage.
• Proven ability to influence C-suite stakeholders and lead cross-functional teams.
• Passion for digital innovation, AI, and the future of customer experience.
• Industry experience in Financial Services, Retail, or Telecommunications preferred.

Experience:

• 10+ years in customer service strategy, contact center operations, or service transformation—ideally in consulting or advisory roles.

Qualifications

• Tertiary qualification in Business, Finance, Accounting, Data or Computer Science, Engineering or related 
• Industry-specific qualifications, certifications or an equivalent 

Desired Qualification:

• MBA or Masters in the relevant field of study is a definite advantage