Ph3Service Delivery Manager – Job Summary /h3pThe Service Delivery Manager will manage and enhance service delivery across PwC’s internal firm services. The role focuses on ensuring high‑quality support, stakeholder alignment, and continuous improvement of IT services for internal customers. /ph3Key Responsibilities /h3ulliEnsure that Service Support and Service Delivery processes are in place to meet business needs while delivering high‑quality service to end users. /liliBuild and manage expectations within the business and drive the Product and Technology team to achieve them to a high standard. /liliBuild strong relationships with assigned internal customers, addressing their issues and consistently delighting them with a customer‑centric attitude. /liliCreate and consolidate common data views of existing services with all relevant stakeholders. /liliFollow‑up on budget numbers, challenge budgets against yearly planning, and ensure financial accountability. /liliEvaluate existing local and global services, driving continuous improvement initiatives. /liliPrioritize customer needs and satisfaction, ensuring services meet or exceed expectations. /liliManage SLAs, KPIs, quality metrics, and implement escalation procedures to address issues promptly. /liliProvide regular reporting on service performance metrics and supplier evaluations to ensure accountability and continuous improvement. /liliFoster effective communication and collaboration with internal stakeholders to ensure a unified approach. /liliMaintain support and build governance models, including a comprehensive inventory of CIs in the supporting tools. /liliRegularly assess supplier performance to ensure adherence to contractual obligations and SLAs. /li /ulh3Qualifications /h3ulliBachelor’s or Master’s degree in Computer Science, Information Systems, Business Administration, Applied Economics, or a related field, or equivalent work experience. /liliOverall knowledge of ITIL methodology and ability to align/map it to Cloud or third‑party services. /liliMinimum 7 years of relevant experience, preferably in service delivery or technology operations. /liliExcellent verbal and written English required; native French or Dutch language proficiency mandatory. /liliService‑mindful, stress‑resilient, with strong negotiation and stakeholder‑management skills. /liliStrong analytical and problem‑solving skills, with a proactive, data‑driven approach. /liliProven ability to work collaboratively, innovate, and take initiatives. /li /ulh3Required Skills /h3ulliAccepting Feedback /liliActive Listening /liliAnalytical Thinking /liliCoaching and Feedback /liliCommunication /liliCommunications Planning /liliConflict Resolution /liliContract Management /liliContract Negotiation /liliCreativity /liliCrisis Management /liliCustomer Relationship Management /liliCustomer Service Excellence /liliCustomer Service Management /liliDeveloping Service Standards /liliEmbracing Change /liliEmotional Regulation /liliEmpathy /liliEscalation Management /liliInclusion /liliInformation Technology Infrastructure Library (ITIL) /liliIntellectual Curiosity /liliInternal Communication (IC) /liliIssue Management /li /ulh3Optional Skills /h3ulliAccepting Feedback /liliActive Listening /liliAnalytical Thinking /liliCoaching and Feedback /liliCommunication /liliCommunications Planning /liliConflict Resolution /liliContract Management /liliContract Negotiation /liliCreativity /liliCrisis Management /liliCustomer Relationship Management /liliCustomer Service Excellence /liliCustomer Service Management /liliDeveloping Service Standards /liliEmbracing Change /liliEmotional Regulation /liliEmpathy /liliEscalation Management /liliInclusion /liliInformation Technology Infrastructure Library (ITIL) /liliIntellectual Curiosity /liliInternal Communication (IC) /liliIssue Management /li /ulh3Benefits /h3ulliFlexible hybrid work arrangements and family‑friendly schemes. /liliComprehensive training and career development opportunities. /liliCustomizable rewards plan. /liliEco‑friendly mobility options, including electrified fleet and public transport. /liliInclusive and diverse workplace culture. /liliWellbeing programs, sports communities, and confidential support. /liliGlobal network – opportunities to work abroad and tap into extensive industry expertise. /li /ulh3EEO Statement /h3pAt PwC, we are dedicated to building a diverse, inclusive, and authentic environment. We are committed to providing equal employment opportunities for all candidates and employees, regardless of race, religion, gender identity or expression, sexual orientation, national origin, age, disability, marital status, or any other characteristic protected by law. We believe that a diverse and inclusive workplace drives innovation and strengthens our ability to serve our people, clients and communities. Join us in fostering a culture where everyone feels valued, respected and empowered to achieve their full potential. Additionally, we provide reasonable accommodations to qualified individuals with disabilities, in accordance with applicable laws. /p /p #J-18808-Ljbffr