KSA Tech Service Delivery Lead (SDL)
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1 Vacancy
Job Description
Line of Service
Internal Firm ServicesIndustry/Sector
Not ApplicableSpecialism
IFS - Internal Firm Services - OtherManagement Level
Senior ManagerJob Description & Summary
PwC Overview:At PwC we measure success by our ability to create the value that our clients and our people are looking for. Our reputation lies in building lasting relationships with our clients and a focus on delivering value in all we do. Were a network of firms in 152 countries with more than 328000 people who are committed to delivering world-class capabilities and quality in assurance tax and advisory services
PwC Middle East Overview:
Established in the region for over 40 years PwC Middle East employs over 10000 people across 12 countries: Bahrain Egypt Iraq Jordan Kuwait Lebanon Libya Oman Qatar Saudi Arabia Palestine and the United Arab Emirates. Complementing our depth of industry expertise and breadth of skills is our sound knowledge of local business environments across the Middle East region. Our tailored solutions help our clients meet the challenges and opportunities of doing business in the Middle East market and beyond
Corporate Culture & Working Environment:
Our culture is one of inclusivity and care where we respect each other and our differences. Its one that supports collaboration teamwork and innovation and one that embraces difference. We support everyone having a voice and feeling empowered to challenge the status quo bringing new ideas to the table
As PwC staff you will have the chance to collaborate across level line of services and global network. Not only in terms of work get involved too in firm-wide events
Line of Service and Overview:
Managed Services is the delivery and execution business within PwC providing operational solutions for clients. It brings the best of PwCs advisory capabilities our technology expertise and our operational delivery to help clients solve complex problems
Roles and Responsibilities:
Daily tasks and delivery expectation
Service Delivery Leadership
Own end-to-end service delivery for assigned clients or programs ensuring performance meets contractual obligations and SLA/KPI targets.
Lead service integration across multiple technology towers (e.g. cloud cyber AES ITSM Data Analytics).
Ensure high standards of delivery through structured governance proactive issue resolution and stakeholder engagement.
Client Engagement & Relationship Management
Serve as the primary delivery contact for client executives and service stakeholders.
Conduct regular service reviews and executive updates to communicate performance risk mitigation and strategic opportunities.
Drive client satisfaction and identify areas for value creation and service expansion.
Governance & Reporting
Implement and maintain robust governance frameworks delivery playbooks and escalation paths.
Manage delivery performance dashboards quality trackers and resource health reports.
Coordinate with PMO and workstream leads to ensure visibility on progress risks and dependencies.
Operational Excellence
Drive continuous improvement initiatives across delivery practices and service operations.
Support audits compliance checks and adherence to internal and client-specific standards (e.g. ISO ITIL cloud governance).
Monitor service health and coordinate root cause analysis and corrective actions.
Team & Resource Management
Lead and mentor delivery teams across multiple geographies.
Work with Workforce Management and Resourcing to ensure capacity competency and onboarding of delivery resources.
Champion a high-performance culture and support talent development.
Expected Skills:
Specific learned abilities or technical skills
Required Skills & Experience
Proven experience managing large-scale or multi-tower service engagements in consulting IT services or digital transformation.
Strong knowledge of ITIL Agile delivery models and hybrid delivery environments.
Demonstrated ability to manage client relationships service quality and delivery governance.
Experience working with cross-regional teams is highly preferred.
PMP ITIL SAFe or similar certifications are a plus.
Expected Competencies:
Values behaviors & attitude
Leadership
Strategic mindset
Stakeholder management
Ability to influence
Communicate with impact
Project management
Results driven
Drive organizational excellence
Required Language Skills:
Proficient in written and spoken English. Arabic is a plus
Minimum Education and Specific Qualification:
Education & Qualifications
Bachelors degree in Computer Science Engineering Information Systems or a related field (Masters preferred).
Relevant professional certifications (ITIL PMP SAFe etc.).
Minimum years experience required
- 10 years in technology service delivery or managed services with at least 3 years in a leadership role.
Additional application instructions
- N/A
Education (if blank degree and/or field of study not specified)
Degrees/Field of Study required:Degrees/Field of Study preferred:Certifications (if blank certifications not specified)
Required Skills
Optional Skills
Accepting Feedback Accepting Feedback Active Listening Analytical Thinking Automation Automation Framework Design and Development Automation Solutions Budgetary Management Business Process Automation (BPA) Business Process Improvement Business Process Outsourcing Business Transformation Coaching and Feedback Communication Continuous Process Improvement Creativity Data Quality Automation Deliverable Planning Delivery Excellence Design Automation Digital Transformation Embracing Change Emotional Regulation Empathy Inclusion 32 moreDesired Languages (If blank desired languages not specified)
Travel Requirements
Available for Work Visa Sponsorship
Government Clearance Required
Job Posting End Date
Employment Type
Full-Time
