VP - Digital Transformation & Innovation - Telecom/Media/Entertainment


Rochester, NY


Position summary

VP - Digital Transformation & Innovation | TMC

Job Description


REPORTS TO: SVP - Transformation & Innovation, TMC


The VP Telecom Media & Entertainment Consulting supports the SVP of Digital Innovation & Transformation to lead digital transformation and customer experience consulting engagements to grow vertical digital revenues and transform business globally.  The role will deliver quality and successful Consulting services drawing from industry expertise, leadership, and knowledge in transformation strategies.


Sutherland is a digital transformation company focused on delivering exceptional experiences for both customers and employees. For 35 years, we have been entrusted with caring for our clients’ customers - a responsibility we believe we should earn every day. We are dedicated to making those experiences as delightful as possible - instantaneous, relevant, predictive, and frictionless. As an early pioneer in robotic automation, we added to our core through steady investment and acquiring key capabilities. Our design capabilities marry human insight, design-thinking, and process engineering. To make these designs come to life as envisioned by our designers, we employ the latest in robotic automation, conversational AI techniques with a range of AI-ML enhanced products and cloud-based platforms.

We believe that the best relationships come from trust and value. In addition to delivering exceptionally engineered experiences, we help our clients improve their productivity, reduce costs, enhance customer loyalty, build additional revenues, reduce time-to-market, and efficiently enter new markets. We also stand by our results. Sixty-one percent of our business is outcome based, ensuring our success is clearly tied to our clients’ success. We think that is pretty simple for our clients to understand, and it adds to trust and transparency. Today, over 60 percent of our revenues come from clients with us for more than 11 years. Forty percent of our revenues come from Fortune-50, and 56 percent from Fortune-500 clients.

Though we have a rich history, our sights are anchored deeply in the future. We are optimistic about the benefits industry and society will see as human–machine collaboration continues to enhance what people can do. Our offerings deliver on this whether they are Sutherland Anywhere, enabling a secure remote work environment or Sutherland Connect, delivering data-rich, omni-channel services. Our deep product and platform expertise is trained on solving human problems before they emerge, and on how we wrap services around them - hiring, training, performance, security and more - to solve problems for our clients from end to end.

We work with clients across industries, including Banking, Financial Services and Insurance, Healthcare, Retail, Telecommunications, Media & Entertainment, and Technology, as well as Travel, Hospitality and Logistics.

Our digital backbone spans 144 countries around the world, with 61 delivery centers across 19 countries, handling over 43 million transactions a month for approximately   70 clients. We are a team of 38,000 global professionals, operationally effective, culturally meshed, and committed to our clients and to one another. We call it One Sutherland.


  • Advance the strategic vision for Sutherland’s TMC vertical leveraging digital and transformational solutions. Define and size the target market and the type of deals to pursue.

  • For targeted markets, analyze competitor offerings and work with product development teams to design differentiated solution and help bring to market

  • Create/identify multi-million dollar opportunities within existing and new clients using industry knowledge, digital solutioning, intellectual capital, background in potential problem areas, knowledge of upcoming regulatory and market changes, and Sutherland services offerings to create direct revenue and pull-thru engagement opportunities.

  • Integrate value-added and vertically relevant digital transformation propositions into strategic pursuits to increase Sutherland differentiation, win percentages and size of deals. 

  • Present transformation programs concisely with a quantifiable business case and drive full collaboration with the client and all associated business functions.

  • Build and maintain a professional relationship with senior and C-level client executives and expand the professional network in client organizations.  Provide executive sponsorship in new and existing client accounts, and interface on engagement-level client concerns.

  • Lead teams preparing multi-solution proposals and program plans, facilitate Sutherland differentiators (i.e., specific consulting frameworks, intellectual property, etc.), articulate value proposition, and review and fine-tune the financials.  Lead proposal presentations to create a compelling client proposition.

  • Provide intellectual leadership and direction to junior consultants, appropriately intervene in critical situations, and guide the team to address critical issues to ensure client realizes business value articulated at time of deal closure. Attract and recruit talent to build the practice.

  • 10-12 years progressive industry leadership experience in roles demonstrating growth, creative and operational excellence

  • Demonstrable success in defining and driving comprehensive programs to transform customer experience and delivering concrete business value

  • Demonstrated prior experience in consultancy services or consultative selling role in a leading consulting firm

  • Experience developing use cases, business cases and technology requirements that have been adapted to technology products to address Healthcare business outcomes.

  • Strong presence and collaborative teaming characteristics

  • Experience in a leadership role focused on identifying transformation consulting opportunities in the specialized industry

  • Experience with complex customer experience transformation programs that deliver demonstrative business value, data-driven insight, improved outcomes

  • Informed and articulate on key and emerging areas of digital transformation including design, data & analytics, automation, AI/ML, cloud, and high impact omnichannel technologies in the context of the industry/sector

  • BA required, MBA or master’s degree a plus


  • Team Leader. Strong interpersonal and team-building skills with the ability to lead supporting teams, from conceptualization to conversion to execution.
  • Assertiveness. Moves quickly and takes a forceful stand without being overly aggressive
  • Quick study. Demonstrates the ability to quickly and proficiently understand and absorb new information.
  • Analytical skills. Able to structure and process qualitative or quantitative data and draw insightful conclusions from it. Identify trends and make suggestions for improvements.
  • Attention to detail. Does not let important details slip through the cracks or derail a project.
  • Communicator.  Excellent organizational, written and oral communication skills with all audiences.
  • Influencer.  An ability to influence in a matrixed environment.
  • High energy. Strategic thinker who is self-directed and driven and operates with a sense of urgency.

All your information will be kept confidential according to EEO guidelines.

EEOC and Veteran Documentation
During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status.
At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all 
Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file.

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What are Sutherland perks and benefits

Remote work policy

Short term disability

Paid maternity

About the company

Industry: Technology: Software

We make digital human™ by combining human-centered design with real-time Analytics, AI, Cognitive Technology & Automation to create exceptionally engineered Brand Experiences!   Sutherland is an experience-led digital transformation company. Our mission is to deliver exceptionally engineered experiences for customers and employees today, that continue to delight tomorrow.   For ...