Job Description & Summary
As 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.
Responsibilities
Ensure that Service Support and Service Delivery processes meet business needs and deliver 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 continually 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.
Evaluate existing local and global services and drive continuous improvement initiatives.
Prioritise customer needs and satisfaction by ensuring services delivered meet or exceed expectations.
Manage SLAs, KPIs, quality, and implement escalation procedures to address issues promptly and maintain service quality.
Provide regular reporting on service performance metrics and supplier evaluations.
Foster effective communication and collaboration with internal stakeholders to ensure a unified approach to service delivery.
Maintain support and build governance models as well as a service delivery plan.
Oversee and maintain a comprehensive inventory of configuration items in 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 related field, and/or equivalent work experience.
Overall knowledge of ITIL methodology and ability to align/map it to cloud or third‑party services.
Strong focus on customer satisfaction and experience, with the ability to anticipate and address customer needs proactively.
Strong analytical and problem‑solving skills, with the ability to make data‑driven decisions.
Process‑oriented work, organizational development, and setting up necessary service reporting.
Strong communication and storytelling skills with stakeholders at all levels.
Service‑minded, stress resilient, and strong negotiation skills.
Experience collaborating constructively with others, innovating, and taking initiatives.
Experience in right‑shoring models and their practical application.
Seven years of relevant experience.
Excellent verbal and written English; French or Dutch as a native language.
Benefits
Flexible hybrid work arrangements and family‑friendly schemes.
Opportunities for lifelong learning and career growth.
Customisable rewards plan.
Eco‑friendly mobility options including electric fleet and public transport.
Inclusive culture that values diversity.
Well‑being programmes, sports communities, and confidential support.
Global network and opportunities to work abroad.
Equal Opportunity Employer Statement
At 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.
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