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  • Posted: Nov 20, 2025
    Deadline: Not specified
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  • Deloitte is one of the country's leading professional services firms in Southern Africa, and is dedicated to assisting companies succeed in the business environment- whether it be through our tax, audit, consulting or financial advisory services. At Deloitte, we understand that solutions are not just a static one dimensional report, but rather, an integrated...
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    Senior Manager - Service Strategy & Digital Transformation

    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 

    Check how your CV aligns with this job

    Method of Application

    Interested and qualified? Go to Deloitte on jobs.smartrecruiters.com to apply

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