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Senior Manager, Technology Strategy and Transformation: Future of Service



6d ago

  • Job
    Expert Level
  • IT & Cybersecurity
  • Vancouver

AI generated summary

  • You need 10+ years in technology strategy, understanding of contact center ops, passion for cloud tech, adaptability, and strong communication skills.
  • You will lead the Future of Service offering, recruit team members, build client relationships, deliver consulting services, lead sales activities, and coach team members for continuous development.


  • As a Senior Manager, you are someone with:
  • 10 years or more of relevant experience in technology strategy/implementation or business analysis (previous consulting experience is a requirement).
  • Bachelor's degree in computer science or business, preferably a graduate degree, and you are well-versed in both technology and business fields.
  • Experience working with, or for, service delivery or contact centres which has provided you with a strong foundational knowledge of how contact centre operations work and key capabilities such as channel interaction routing, workforce management, quality management and business application architectures.
  • A very strong interest in modern cloud technologies (i.e. CCaaS, AI/GenAI) and their applications to contact centre capabilities to improve both the customer/client and employee experience.
  • Who wants to use your depth of knowledge to help your clients, but also demonstrate a strong ability to adapt and learn.
  • Ready to travel for work nationally (as required)
  • Strong communication, synthesis and analysis skills.


  • We are seeking a Senior Manager for our Technology Strategy & Transformation department, who will focus primarily on the Future of Service offering with our national practice.
  • As a Senior Manager, you will ensure the evolution of our range of services offered and contribute to the recruitment of new members to our team, create and maintain a network of potential clients and be known as a trusted advisor. In addition, you will also deliver consulting mandates, by following proven practices and by ensuring the complete satisfaction of our customers. You will also lead consulting sales activities, including the writing of service proposals.
  • Finally, you will monitor and suggest new training to ensure your own development and that of the members of the team. You will play a key role in the coaching of our consulting team.


What qualifications do I need to be considered for the Senior Manager, Technology Strategy and Transformation role focusing on Future of Service?

To be considered for this role, you should have at least 10 years of relevant experience in technology strategy/implementation or business analysis, with previous consulting experience being a requirement. You should hold a Bachelor's degree in computer science or business, preferably a graduate degree, and have a strong understanding of both technology and business fields. Additionally, experience working with or for service delivery or contact centres would be beneficial.

Founded Year

Mission & Purpose

Deloitte, as one of the Big 4 global professional services firms, offers a comprehensive range of services including audit, tax, consulting, and advisory solutions to clients worldwide. Their ultimate mission is to deliver exceptional value to their clients by helping them navigate complex challenges, achieve sustainable growth, and stay ahead in an ever-changing business landscape. Deloitte's purpose lies in making an impact that matters and contributing to the success and well-being of their clients, people, and communities. With a team of skilled professionals and a commitment to innovation and collaboration, Deloitte strives to shape the future of business and create positive, lasting outcomes for their stakeholders.

Culture & Values

  • Lead the way

    We are not only leading the profession, but also reinventing it for the future. We are also committed to creating opportunity and leading the way to a more sustainable world.

  • Serve with integrity

    By acting ethically and with integrity, we have earned the trust of clients, regulators, and the public. Upholding that trust is our single most important responsibility.

  • Take care of each other

    We look out for one another and prioritize respect, fairness, development, and well-being.

  • Foster inclusion

    We are at our best when we foster an inclusive culture and embrace diversity in all forms. We know this attracts top talent, enables innovation, and helps deliver well-rounded client solutions.

  • Collaborate for measurable impact

    We approach our work with a collaborative mindset, teaming across businesses, geographies, and skills to deliver tangible, measurable, attributable impact.