Manager/Lead, Future of Service

Job Type:  Permanent  
Work Model:  Hybrid  
Reference code: 132325
Primary Location:  Toronto, ON
All Available Locations:  Toronto, ON

 

Our Purpose

 

At Deloitte, our Purpose is to make an impact that matters. We exist to inspire and help our people, organizations, communities, and countries to thrive by building a better future. Our work underpins a prosperous society where people can find meaning and opportunity. It builds consumer and business confidence, empowers organizations to find imaginative ways of deploying capital, enables fair, trusted, and functioning social and economic institutions, and allows our friends, families, and communities to enjoy the quality of life that comes with a sustainable future. And as the largest 100% Canadian-owned and operated professional services firm in our country, we are proud to work alongside our clients to make a positive impact for all Canadians.

By living our Purpose, we will make an impact that matters.

• Have many careers in one Firm.
• Enjoy flexible, proactive, and practical benefits that foster a culture of well-being and connectedness.
• Learn from deep subject matter experts through mentoring and on the job coaching

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What will your typical day look like?

 

We are seeking a Manager and/or Lead for our Technology & Transformation (T&T) department, focusing on the Future of Service offering within our national practice. As a Manager/Lead, you will support the evolution and delivery of our service offerings, contribute to team growth, and help establish and maintain relationships with clients as a trusted advisor. You will deliver consulting engagements as a project manager and functional leader using proven methodologies, ensuring client satisfaction throughout the process. You will also participate in consulting sales activities, including drafting service proposals and supporting business development initiatives.

 

As a Lead, you will:

• Act as a senior delivery specialist, driving the execution of advisory and implementation engagements.
• Provide deep functional and solution expertise in contact centres, digital channels, CCaaS, Conversational AI, GenAI, analytics, and workforce management.
• Translate business needs into solution designs, requirements, and actionable delivery plans.
• Partner closely with project managers and technical teams to ensure on‑time, high‑quality delivery.
• Build trusted relationships with client stakeholders by providing insights, guidance, and thought leadership.
• Support proposals and pre‑sales efforts as a subject‑matter expert.
• Mentor junior team members and contribute to capability development (without formal people‑management responsibilities).
• Stay current on emerging service delivery technologies and methodologies.

As a Manager, you will:

• Lead end‑to‑end delivery of consulting engagements as both project manager and functional leader.
• Build and manage client relationships, acting as a trusted advisor throughout the engagement lifecycle.
• Oversee workstreams, manage project risk, and ensure exceptional client satisfaction.
• Contribute to business development through proposals, pursuits, and service offering development.
• Coach and develop junior staff, supporting a collaborative and high‑performing team culture.
• Drive thought leadership and help shape the evolution of our Future of Service offering.
• Work across stakeholders to align business, technology, and operational priorities.

Additionally, you will be encouraged to pursue ongoing training and development for yourself and your team. You will play an active role in coaching and developing junior staff, contributing to a collaborative and high-performing team environment.

About the team

 

You will be part of a dynamic and innovative team passionate about technology and delivering exceptional value to clients. The T&T team brings together professionals from diverse backgrounds who thrive in a fast-paced, entrepreneurial environment. If you are eager to learn, grow, and make an impact through technology-enabled transformation, this is the place for you.

Enough about us, let’s talk about you

As a Lead, you are someone with:

• 6+ years of relevant experience in advisory or implementation roles within consulting or service operations.
• A bachelor’s degree in business, computer science, engineering, or a related field (graduate degree an asset).
• Strong experience within contact centre or service delivery environments, with understanding of: omnichannel routing, workforce management, quality managemen, knowledge/case management, analytics and reporting, application architectures
• Hands-on familiarity with cloud‑based contact centre and AI/GenAI platforms (e.g., Genesys, Cognigy/NICE, Parloa, Five9, Google, AWS).
• Strong delivery leadership abilities — driving workstreams, facilitating workshops, ensuring solution quality.
• Excellent communication and analytical skills.
• Comfort working in hybrid/remote environments and travelling as required.

 

As a Manager, you are someone with:

• 6+ years of relevant experience in advisory and/or implementation roles, preferably within consulting.
• Bachelor’s degree in computer science, business, or a related field; a graduate degree is considered an asset. You are comfortable operating at the intersection of technology and business operations (digital channels and contact centres).
• Experience working with, or for, service delivery or contact centres, providing you with a solid understanding of contact centre operations and key capabilities such as channel interaction routing, workforce management, quality management, and business application architectures.
• Familiarity with modern cloud-based contact centre technologies (e.g., CCaaS, AI/GenAI) and how they can enhance customer/client and employee experience (experience with leading vendors such as Genesys, Five9, NICE, Google, or AWS is required).
• A desire to leverage your expertise to help clients while demonstrating adaptability and a willingness to learn new skills and capabilities.
• Experience working in remote or hybrid environments, and the ability to travel nationally as required.
• Strong communication, analytical, and synthesis skills, with experience presenting to client and internal leadership audiences.

Total Rewards

The salary range for this position is $90,000 - $175,000, and individuals may be eligible to participate in our bonus program. Deloitte is fair and competitive when it comes to the salaries of our people. We regularly benchmark across a variety of positions, industries, sectors, targets, and levels. Our approach is grounded on recognizing people's unique strengths and contributions and rewarding the value that they deliver.

Our Total Rewards Package extends well beyond traditional compensation and benefit programs and is designed to recognize employee contributions, encourage personal wellness, and support firm growth. Along with a competitive base salary and variable pay opportunities, we offer a wide array of initiatives that differentiate us as a people-first organization. On top of our regular paid vacation days, some examples include: $4,000 per year for mental health support benefits, a $1,300 flexible benefit spending account, firm-wide closures known as "Deloitte Days", dedicated days of for learning (known as Development and Innovation Days), flexible work arrangements and a hybrid work structure.

 

Our promise to our people: Deloitte is where potential comes to life.

 

Be yourself, and more.

We are a group of talented people who want to learn, gain experience, and develop skills. Wherever you are in your career, we want you to advance.

You shape how we make impact.

Diverse perspectives and life experiences make us better. Whoever you are and wherever you’re from, we want you to feel like you belong here. We provide flexible working options to support you and how you can contribute.

Be the leader you want to be

Some guide teams, some change culture, some build essential expertise. We offer opportunities and experiences that support your continuing growth as a leader.

Have as many careers as you want.

We are uniquely able to offer you new challenges and roles – and prepare you for them. We bring together people with unique experiences and talents, and we are the place to develop a lasting network of friends, peers, and mentors.

The next step is yours

 

At Deloitte, we are all about doing business inclusively – that starts with having diverse colleagues of all abilities. Deloitte encourages applications from all qualified candidates who represent the full diversity of communities across Canada. This includes, but is not limited to, people with disabilities, candidates from Indigenous communities, and candidates from the Black community in support of living our values, creating a culture of Diversity Equity and Inclusion and our commitment to our AccessAbility Action Plan ,  Reconciliation Action Plan and the  BlackNorth Initiative .

 

We encourage you to connect with us at  View email address on careers.deloitte.ca if you require an accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms or other accommodations) or  View email address on careers.deloitte.ca for any questions relating to careers for Indigenous peoples at Deloitte (First Nations, Inuit, Métis).

 

When you apply, we will review your application using Deloitte's Global Talent Standards to ensure a consistent recruitment experience. Our recruitment advisors and hiring teams will utilize human screening combined with AI technology to help identify the skills and qualities that matter most to our business, while safeguarding your privacy and using AI responsibly.

Deloitte Canada has 20 offices with representation across most of the country. We acknowledge that Deloitte offices stand on traditional, treaty, and unceded territories in what is now known as Canada. We recognize that Indigenous Peoples have been the caretakers of this land since time immemorial, nurturing its resources and preserving its natural beauty. We acknowledge this land is still home to many First Nations, Inuit, and Métis Peoples, who continue to maintain their deep connection to the land and its sacred teachings. We humbly acknowledge that we are all Treaty people, and we commit to fostering a relationship of respect, collaboration, and stewardship with Indigenous communities in our shared goal of reconciliation and environmental sustainability.