Ph3Job Description Summary /h3 pAs a Service Delivery Manager at PwC, you will enable high‑quality service delivery, build and manage stakeholder expectations, foster customer relationships, consolidate data, oversee budgets, and drive continuous improvement. /p h3Responsibilities /h3 ul liEnsure that Service Support and Service Delivery processes meet business needs and deliver high‑quality service to end users. /li liBuild and manage expectations within the business and drive the Product and Technology team to achieve them to a high standard. /li liBuild strong relationships with assigned internal customers, addressing their issues and continually delighting them with a customer‑centric attitude. /li liCreate and consolidate common data views of existing services with all relevant stakeholders. /li liFollow up on budget numbers, challenge budgets against yearly planning. /li liEvaluate existing local and global services and drive continuous improvement initiatives. /li liPrioritise customer needs and satisfaction by ensuring services delivered meet or exceed expectations. /li liManage SLAs, KPIs, quality, and implement escalation procedures to address issues promptly and maintain service quality. /li liProvide regular reporting on service performance metrics and supplier evaluations. /li liFoster effective communication and collaboration with internal stakeholders to ensure a unified approach to service delivery. /li liMaintain support and build governance models as well as a service delivery plan. /li liOversee and maintain a comprehensive inventory of configuration items in supporting tools. /li liRegularly assess supplier performance to ensure adherence to contractual obligations and SLAs. /li /ul h3Qualifications /h3 ul liBachelor’s or Master’s degree in computer science, information systems, business administration, applied economics or related field, and/or equivalent work experience. /li liOverall knowledge of ITIL methodology and ability to align/map it to cloud or third‑party services. /li liStrong focus on customer satisfaction and experience, with the ability to anticipate and address customer needs proactively. /li liStrong analytical and problem‑solving skills, with the ability to make data‑driven decisions. /li liProcess‑oriented work, organizational development, and setting up necessary service reporting. /li liStrong communication and storytelling skills with stakeholders at all levels. /li liService‑minded, stress resilient, and strong negotiation skills. /li liExperience collaborating constructively with others, innovating, and taking initiatives. /li liExperience in right‑shoring models and their practical application. /li liSeven years of relevant experience. /li liExcellent verbal and written English; French or Dutch as a native language. /li /ul h3Benefits /h3 ul liFlexible hybrid work arrangements and family‑friendly schemes. /li liOpportunities for lifelong learning and career growth. /li liCustomisable rewards plan. /li liEco‑friendly mobility options including electric fleet and public transport. /li liInclusive culture that values diversity. /li liWell‑being programmes, sports communities, and confidential support. /li liGlobal network and opportunities to work abroad. /li /ul h3Equal Opportunity Employer Statement /h3 pAt PwC, we are dedicated to building a diverse, inclusive, and authentic environment. We provide 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 are committed to providing reasonable accommodations to qualified individuals with disabilities, in accordance with applicable laws. /p /p #J-18808-Ljbffr