ETIC, Service Delivery Manager - Manager

Line of Service

Advisory

Industry/Sector

Technology

Specialism

Advisory - Other

Management Level

Manager

Job Description & Summary

At PwC, our people in project portfolio management focus on optimising project portfolios to drive strategic business outcomes. These individuals oversee project selection, prioritisation, and resource allocation to facilitate successful project delivery.

In project management at PwC, you will oversee and coordinate various projects to facilitate successful delivery within budget and timeline. You will leverage strong organisational and communication skills to effectively manage teams and stakeholders.

• Oversees operational execution and delivery of Managed Services in line with business objectives.
• Oversees the delivery team day-to-day, including providing oversight for key client deliverables / outputs, and provides recommendations for service improvement.
• Assumes overall accountability for the oversight and successful execution of all engagements within the Managed Services portfolio.
• Holds overall accountability for SLA / OLA compliance across engagements and implements corrective actions to address any deviations, and continuously improves service delivery.

• Oversees quality reviews and audits to ensure that delivery complies with established standards and client expectations and leads quality improvement initiatives based on feedback and observations.
• Working with the business to design, develop, and implement comprehensive service delivery policies, standards, and processes that align with business objectives and industry best practices.
• Ensures that all function related activities are in line with established policies, procedures, and compliance standards.
• Stays updated on industry trends and emerging technologies to maintain best practices.

• 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.

• 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.

• Strong financial acumen and understanding of the financial processes (e.g. O2C, R2R, FPA).
• Strong understanding of accounting principles, financial statements, and reporting standards (e.g., GAAP, IFRS, IPSAS).
• Ability to oversee teams analyzing financial data, identify discrepancies, and provide actionable insights
• Proficiency in accounting software and financial systems (e.g., SAP, Oracle), as well as advanced Excel skills

• Strong leadership and people management skills.
• Excellent client relationship management abilities.
• Proven ability to drive process improvements, organizational excellence and manage change.
• Excellent communication and interpersonal skills.
• Ability to work under pressure and manage multiple priorities.
• Ability to interact effectively in a regional team

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, Agile Methodology, Analytical Thinking, Business Case Development, Business Process Improvement, Change Control Processes, Coaching and Feedback, Communication, Costing, Creativity, Embracing Change, Emotional Regulation, Empathy, Inclusion, Intellectual Curiosity, IT Project Lifecycle, Kanban (Project Management), Learning Agility, Optimism, Plan of Action and Milestones (POA&M), Process Mapping, Process Standardization, Professional Courage {+ 28 more}

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Not Specified

Available for Work Visa Sponsorship?

No

Government Clearance Required?

No

Job Posting End Date