MS Engineering Operations â Senior Delivery Manager & Service Introduction Senior Manager - Operate
MS Engineering Operations â Senior Delivery Manager & Service Introduction Senior Manager - Operate
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Job Description
Industry/Sector
Not ApplicableSpecialism
Managed ServicesManagement Level
Senior ManagerJob Description & Summary
At PwC our people in managed services focus on a variety of outsourced solutions and support clients across numerous functions. These individuals help organisations streamline their operations reduce costs and improve efficiency by managing key processes and functions on their behalf. They are skilled in project management technology and process optimization to deliver high-quality services to clients.Those in managed service management and strategy at PwC will focus on transitioning and running services along with managing delivery teams programmes commercials performance and delivery risk. Your work will involve the process of continuous improvement and optimising of the managed services process tools and services.
Growing as a strategic advisor you leverage your influence expertise and network to deliver quality results. You motivate and coach others coming together to solve complex problems. As you increase in autonomy you apply sound judgment recognising when to take action and when to escalate. You are expected to solve through complexity ask thoughtful questions and clearly communicate how things fit together. Your ability to develop and sustain high performing diverse and inclusive teams and your commitment to excellence contributes to the success of our Firm.
Examples of the skills knowledge and experiences you need to lead and deliver value at this level include but are not limited to:
- Craft and convey clear impactful and engaging messages that tell a holistic story.
- Apply systems thinking to identify underlying problems and/or opportunities.
- Validate outcomes with clients share alternative perspectives and act on client feedback.
- Direct the team through complexity demonstrating composure through ambiguous challenging and uncertain situations.
- Deepen and evolve your expertise with a focus on staying relevant.
- Initiate open and honest coaching conversations at all levels.
- Make difficult decisions and take action to resolve issues hindering team effectiveness.
- Model and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance) the Firms code of conduct and independence requirements.
Service Delivery and Quality Manager
Job Title: Service Delivery and Quality Manager Manager
Line of Service: Managed Services
Location: Insert Location
Experience: 712 years
Employment Type: Full-time
Job Summary: PwCs Managed Services division is seeking a performance-driven Service Delivery and Quality Manager to oversee operations and ensure service excellence across complex client engagements.
Key Responsibilities:
Service Delivery Management:
Lead daily operations and meet SLAs/KPIs.
Coordinate delivery across multiple towers.
Handle escalations and ensure incident resolution.
Quality Governance & Compliance:
Implement QA frameworks and conduct audits.
Maintain process adherence and regulatory compliance.
Develop SOPs and checklists for standardization.
Performance Monitoring & Reporting:
Track metrics and generate dashboards.
Report deviations and drive improvements.
Lead root cause analysis and preventive actions.
Continuous Improvement & Transformation:
Drive Lean Six Sigma and automation initiatives.
Promote proactive quality enhancements.
Stakeholder Engagement:
Liaise with delivery risk and client quality teams.
Support transitions and scope expansions.
Preferred Qualifications:
Education: Bachelors/Masters in Engineering CS or Business.
Certifications: ITIL Six Sigma PMP ISO CMMI preferred.
Experience Requirements:
712 years in service delivery or quality management.
Experience in managed services and multi-tower environments.
Familiarity with tools like ServiceNow Jira BMC.
Key Competencies:
Analytical mindset and problem-solving skills.
Communication and leadership abilities.
Detail orientation and quality-first approach.
What PwC Offers:
Role in delivering high-impact managed services.
Access to global frameworks and innovation assets.
Inclusive environment with structured career paths.
Travel Requirements
Not SpecifiedJob Posting End Date
Required Experience:
Senior Manager
Employment Type
Full-Time
