Senior Manager - Digital Operations & Innovation (BPaaS / BPO)

Our Deloitte Customer team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, Generative AI, transformative technologies, and creative design. We can enhance customer experiences and drive sustained growth and customer value creation and capture, through customer and commercial strategies, digital products and innovation, marketing, commerce, sales, and service. We are a team of strategists, data scientists, operators, creatives, designers, engineers, and architects. Our team balances business strategy, technology, creativity, and ongoing managed services to solve the biggest problems that affect customers, partners, constituents, and the workforce.

A high number of candidates may make applications for this position, so make sure to send your CV and application through as soon as possible.

Recruiting for this role ends on September 30, 2025.

Work you'll do

As a Digital Foundry Operate & Innovation Senior Manager, you will manage architects across large OP platform solutions; Application, Infrastructure and BPaaS.

Client and Account Management : Manage day to day interactions with executive clients and sponsors, and Deloitte account team leaders.

Delivery : Manage and deliver client engagements encompassing implementation, operation, and continuous innovation of strategic technology platforms at scale. Responsibilities include, among others : managing teams in the identification of business requirements, functional design, process design (including scenario design, flow mapping), prototyping, testing, training, defining support procedures. Managing operational performance including SLAs, efficiency measures, demand planning, and profitability.

Business Development : Develop and maintain contact with top decision makers at key clients; organize and lead pursuit teams; participate and lead aspects of the proposal development process; contribute to the development of proposal pricing strategies including creative deal constructs to include Operate and potentially also Advise and Implement

People Development : Perform role of counselor and coach; provide input and guidance into the staffing process; actively participate in staff recruitment and retention activities; provide leadership and support for delivery teams and staff in local offices

The TeamOur Digital Foundry, Operate, & Innovation offering balances strategy, technology, creativity, and managed services to solve your biggest challenges. We design and deliver services to run digital businesses, manages innovation and assets, and commercializes IP to drive growth across all Customer offerings.

Qualifications

Required

10+ years of consulting and / or Customer operate / implement experience

5+ years experience in BPO (Business Process Outsourcing) and / or BPaaS (Business Process as a Service)

5+ years managing third party advisors

5 + years of leadership experience in defining global resource / coverage mixes and plans, leverage models, productivity models, and in driving approaches for automated solutions such as ticketing and monitoring

Bachelor's degree

Ability to travel up to 50% on average, based on the work you do and the clients and industries / sectors you serve

Limited immigration sponsorship may be available

Preferred

Master's degree in computer science, information systems, or other technology-related field or equivalent number of years of experience

5+ years' experience managing global service delivery from multiple centers

5+ years of experience applying SDLC methodologies (Agile, SCRUM, RUP, other)

3+ years' experience in an industry vertical (i.e. Financial Services, Life Sciences, Manufacturing, Technology, Retail, Media, etc.)

8+ years' experience presenting to clients or other decision makers to present and sell ideas to various audiences (technical and non-technical)

Information for applicants with a need for accommodation : https : / / www2.deloitte.com / us / en / pages / careers / articles / join-deloitte-assistance-for-disabled-applicants.html

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $167,000 to $307,500.

You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

Customer_US