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.
Skills
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 Firm's code of conduct, and independence requirements.
Job Title
Service Delivery Manager – Senior Manager
Line Of Service
Managed Services
Location:
[Insert Location – India or global delivery center]
Experience
12–18 years
Employment Type
Full-time
Job Summary
PwC’s Managed Services practice is seeking a dynamic and experienced Service Delivery Manager – Senior Manager Level to lead the delivery of large-scale, multi-tower services for strategic client accounts. This role is responsible for ensuring end-to-end service quality, client satisfaction, contractual compliance, and operational excellence across technology and business process domains.As a senior leader, you will manage service teams, lead cross-functional collaboration, and engage directly with client leadership to drive performance, transformation, and innovation in managed services delivery. This is a high-visibility, impact-oriented role suited for professionals who can balance strategic thinking with hands-on operational leadership.
Key Responsibilities
Service Delivery Leadership:
- Own the overall service delivery for the client account, ensuring all SLAs, KPIs, and contractual obligations are consistently met or exceeded.
- Coordinate across multiple towers (e.g., application support, infrastructure, cybersecurity, business process services) for seamless end-to-end service execution.
- Act as the single point of accountability for service quality, availability, and performance.
Client Relationship Management
- Build and maintain strong, trust-based relationships with client stakeholders including CIOs, service owners, and vendor managers.
- Conduct regular service reviews, governance meetings, and strategic planning sessions with clients.
- Act as an escalation point for critical service issues and drive root cause analysis and resolution.
People & Team Management
- Lead a cross-functional team of service leads, delivery managers, engineers, and analysts spread across geographies.
- Develop talent within the team, ensure capacity planning, and promote a culture of ownership, collaboration, and continuous improvement.
- Facilitate onboarding and capability-building for new services or expanded scopes.
Operational Excellence & Innovation
- Drive service automation, proactive monitoring, self-healing, and other ITIL-aligned operational best practices.
- Leverage analytics and insights to identify trends, reduce incidents, and enhance customer experience.
- Foster innovation by identifying opportunities for service modernization, platform adoption, and value-added transformation initiatives.
Commercial & Governance Oversight
- Ensure financial health of the engagement through budgeting, cost control, billing accuracy, and margin optimization.
- Track contract compliance, manage risks and changes, and support renewal and expansion efforts.
- Contribute to RFP responses, solutioning, and transition planning for new or growing managed services deals.
Education
Preferred Qualifications:
Bachelor’s or Master’s degree in Engineering, Computer Science, Business Administration, or a related field.
Certifications (preferred)
ITIL v4 Expert, PMP, Six Sigma, SAFe, Cloud Certifications (AWS/Azure/GCP), or equivalent.
Experience Requirements
12–18 years of experience in IT service management, delivery operations, or client management, with at least 5 years in a leadership role within a managed services or outsourcing environment. Demonstrated success in leading multi-tower service delivery engagements in global or enterprise settings. Experience managing delivery across onshore/offshore models, multiple time zones, and complex governance structures. Working knowledge of service delivery tooling (e.g., ServiceNow, Jira, AppDynamics, Splunk) and cloud/on-prem infrastructure environments.
Key Competencies
- Strong leadership and strategic planning abilities
- Excellent communication and executive stakeholder management
- Data-driven approach to service health monitoring and decision-making
- Commercial acumen and risk awareness
- Resilient, collaborative, and outcome-focused mindset
What PwC Offers
- Leadership role in large-scale, transformational service delivery engagements
- Global exposure and access to industry-leading digital delivery platforms
- A culture of inclusion, learning, and innovation
- Structured career progression within the PwC network
