Service Delivery Manager – Job Summary
The following information aims to provide potential candidates with a better understanding of the requirements for this role.
The 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.
Key Responsibilities
Ensure that Service Support and Service Delivery processes are in place to meet business needs while delivering high‑quality service to end users.
Build and manage expectations within the business and drive the Product and Technology team to achieve them to a high standard.
Build strong relationships with assigned internal customers, addressing their issues and consistently delighting them with a customer‑centric attitude.
Create and consolidate common data views of existing services with all relevant stakeholders.
Follow‑up on budget numbers, challenge budgets against yearly planning, and ensure financial accountability.
Evaluate existing local and global services, driving continuous improvement initiatives.
Prioritize customer needs and satisfaction, ensuring services meet or exceed expectations.
Manage SLAs, KPIs, quality metrics, and implement escalation procedures to address issues promptly.
Provide regular reporting on service performance metrics and supplier evaluations to ensure accountability and continuous improvement.
Foster effective communication and collaboration with internal stakeholders to ensure a unified approach.
Maintain support and build governance models, including a comprehensive inventory of CIs in the supporting tools.
Regularly assess supplier performance to ensure adherence to contractual obligations and SLAs.
Qualifications
Bachelor’s or Master’s degree in Computer Science, Information Systems, Business Administration, Applied Economics, or a related field, or equivalent work experience.
Overall knowledge of ITIL methodology and ability to align/map it to Cloud or third‑party services.
Minimum 7 years of relevant experience, preferably in service delivery or technology operations.
Excellent verbal and written English required; native French or Dutch language proficiency mandatory.
Service‑mindful, stress‑resilient, with strong negotiation and stakeholder‑management skills.
Strong analytical and problem‑solving skills, with a proactive, data‑driven approach.
Proven ability to work collaboratively, innovate, and take initiatives.
Required Skills
Accepting Feedback
Active Listening
Analytical Thinking
Coaching and Feedback
Communication
Communications Planning
Conflict Resolution
Contract Management
Contract Negotiation
Creativity
Crisis Management
Customer Relationship Management
Customer Service Excellence
Customer Service Management
Developing Service Standards
Embracing Change
Emotional Regulation
Empathy
Escalation Management
Inclusion
Information Technology Infrastructure Library (ITIL)
Intellectual Curiosity
Internal Communication (IC)
Issue Management
Optional Skills
Accepting Feedback
Active Listening
Analytical Thinking
Coaching and Feedback
Communication
Communications Planning
Conflict Resolution
Contract Management
Contract Negotiation
Creativity
Crisis Management
Customer Relationship Management
Customer Service Excellence
Customer Service Management
Developing Service Standards
Embracing Change
Emotional Regulation
Empathy
Escalation Management
Inclusion
Information Technology Infrastructure Library (ITIL)
Intellectual Curiosity
Internal Communication (IC)
Issue Management
Benefits
Flexible hybrid work arrangements and family‑friendly schemes.
Comprehensive training and career development opportunities.
Customizable rewards plan.
Eco‑friendly mobility options, including electrified fleet and public transport.
Inclusive and diverse workplace culture.
Wellbeing programs, sports communities, and confidential support.
Global network – opportunities to work abroad and tap into extensive industry expertise.
EEO Statement
At 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. xphnsxz Additionally, we provide reasonable accommodations to qualified individuals with disabilities, in accordance with applicable laws.
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