Service Delivery Manager - Managed Services

Our Managed Services Team 

At PwC Ireland, our Managed Services team shapes, solutions and delivers managed services with our global delivery network and 3rd party ecosystems with leading organisations across all sectors.  We run managed services built on leading technologies so our clients can accelerate their business strategies enabling them run faster, scale smarter and lead stronger in an increasingly changing and complex business landscape.  

Purpose-led work you’ll be part of 

As a Service Delivery Manager with a strong focus on client value and satisfaction, you’ll work with our local clients managing the delivery of technology enabled managed services, harnessing the best of our global network and 3rd party ecosystem.  You will be the local client point of contact for the entire service, working with our network delivery leads and, also be directly responsible for any element of the service that are provided onsite or in Ireland.  You will be responsible for service monitoring and reporting with your client and internally with PwC.  Part of your Service Delivery Manager role is also to work with the client account team helping identify other opportunities to add value to your client.  In addition, you will be joining a fast-growing local team and will have a role in further developing and building the local team. 

Responsibilities include:   

• Managing ongoing delivery of one or more managed services to one or more local clients to operate within budget and meet or exceed client expectations 

• Developing collaborative relationships with delivery leads, teams and 3rd parties across PwC’s global network and 3rd party ecosystem to successfully manage end to end delivery of global, multi-location, multi-team services for clients. 

• Responsible for defining, running and monitoring regular service reporting consistent with any contractual Service Level Agreements (SLAs). 

• Diagnosing and resolving any service delivery issues or challenges meeting agree SLAs. 

• Working with the broader client account team to help identify and convert other opportunities to add value for the client. 

• Developing or team of service delivery managers through training, coaching and mentorship to further enhance and build our local service delivery management capabilities. 

• Coaching and mentoring of junior consultants fostering a culture of continuous learning, collaboration,  

• Developing collateral and insights to support service delivery management propositions, 

• Working with the local Managed services leadership to further activate, develop and grow the managed services market for Irish clients;   

Experiences and skills  

• Degree qualified with relevant service delivery qualifications (e.g. PMP, ITIL) an advantage; 

• 5+ years’ experience in a Service Delivery Manager role, ideally with complex near shore and offshore delivery chains; 

• Demonstrable experience and deep understanding of service reporting and agreeing and meeting service level agreements; 

• Strong relationship management skills and experience supporting clients while being able to have open and trusted dialogue to clients to address any challenges; 

• An experienced people leader, with a background of inspiring and developing high performance teams across multiple locations and cultures; 

• A collaborative and pro-active team member with demonstrable experience of nurturing, guiding and mentoring teams involved in managed services.    

• Experience driving operational excellence and high-quality standards across managed services teams and processes;    

• A curious and analytical mind-set, with the ability to translate data into meaningful insights that support solutioning, informed decision-making and value business outcomes 

• Strong communication both verbal and written.