Service Center Manager ( Service Delivery Lead)
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Job Summary
Job Description & Summary
The Opportunity
As Service Center Manager you are responsible to provide high quality IT services to your team : PwC Technology and Transformation (IT) department. You manageressourcesand ensure customer alignment.
In this role you manage a team ofmultidiciplinaryIT specialists including disciplinary responsibilities such as performance andressourcemanagement. You act as a connecting link between the service center and the client aligning business needs and ensuring effective efficient and high quality service delivery.
What you will be doing
You manage a multidisciplinary team of IT specialists includinganualperformance- and resource management.
Ensure adherence to SLAs KPIs compliance standards and contractual commitments.
Coordinate with cross-functional service delivery teams to resolve service issues and escalations in a timely manner.
Conduct regular governance and service meetings (weekly monthly quarterly) including SLA reviews operational updates and strategic planning.
Drive innovation and process improvements to enhance service efficiency and customer satisfaction.
Identify opportunities for operational optimization automation/AI adoption costoptimizaton
Track and manage delivery budgets resource utilization and productivity.
Support financial governance including forecasting invoicing and cost optimization.
Ensure compliance with MSAs SOWs and service delivery commitments.
What we need from you
You hold aBachelordegree in business administration or computer scienceYou have a strong understanding of IT service management frameworks
You are experienced in managing multidisciplinary IT delivery teams/services.
You have prior experience in managing enterprise-level service delivery for customers abroad.
You have hands-on experience working with offshore and onshore teams and distributed delivery model
You have strong problem solving analytical and decision making skills
You are familiar with contract management and commercial aspects.
You have very good communication skills on both technical and management level
You are fluent (written and spoken) in English.
You have exceptional communication stakeholder management and presentation skills for senior management level interactions.
You take ownership enjoy working independently and have a strong serviceoriented attitude.
You have a strong positive service-oriented attitude and team-working ability.
Whatis nice to have:
ITILv4/v5 Foundation
AZ-900 Azure Fundamentals
#LI-BS1 #LI-Hybrid
Required Experience:
Manager
About Company
At PwC, our purpose is to build trust in society and solve important problems. We’re a network of firms in 155 countries with over 284,000 people who are committed to delivering quality in assurance, advisory and tax services. Find out more and tell us what matters to you by vis ... View more
