Service Delivery Manager - Managed Services

Line of Service Advisory Industry/Sector Not Applicable Specialism PPM Management Level Manager Job Description & Summary PwC Ireland- Bring Your Talent, Grow Your Skills, Unlock Your Potential!

Are you passionate about helping organisations run faster, scale smarter and lead stronger with managed services? Delivery models have fundamentally shifted using globally connected networks and ecosystems and the latest technologies (including AI). Do you thrive in collaborative multi-location environments where your expertise is required locally to manage globally connected and complex service delivery models for the benefit of our local clients? PwC Ireland is looking for an experienced Service Delivery Manager for our Managed Services team, where your capabilities are needed to manage our service delivery to meet and exceed client expectations and to continue to grow our managed services business in Ireland. Our Managed Services T eam
At PwC Ireland, our Managed Services team shapes, solutions and delivers managed services with our global delivery netwo r k and 3 rd party ecosystems with leading organisations across all sectors . We run managed services bu i l t on leading technologies so our cl ients can accelerate their business strategies e nabling them run faster, sc a le smarter and lead stronger in a n increasingly c hanging and complex business landscape.
Purpose-led work you’ll be part of As a Service Delivery Manager with a s trong focus on client value and satisfaction , you’ll work with our local clients manag ing the delivery of technology enabled managed services, harnessing th e be st of our global network and 3 rd party ecosyst em . You will be the local client point of contact f or th e entire service , working with our network delivery leads and , also be directly responsible for any e lem en t of th e service that are provided onsite or in Ireland . You will be responsible for s ervice monitoring and reporting with your client and internally with PwC . Part of you r Service D elivery Manager role is also to work with th e cl ie n t acc o unt 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 loca l team.
R esponsibilities include:

• M anaging ongoing delivery of one or more managed services to one or more local client s to operate within budget and meet or exceed client expectations

• Developing collaborative relationships with delivery leads, teams and 3 rd parties across PwC’s global network and 3 rd party ecosystem to successfully mana ge end t o end delivery of global, multi-location, multi-team services for clients.

• Responsible for definin g, running and monitoring regular s ervice 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,

• D eveloping collateral and insights to support service delivery management propositions,

• Working with the local Managed services leadership to further activate, dev e lop 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 i n 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 n urturing, guiding and mentoring teams involved in managed services .

• Experience driving o perational e xcellence 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 .

Unlock your potential with PwC Ireland W e believe that challenges are better solved together. We’re inspiring and empowering our people to change the world. Powered by the latest technology, you’ll be a part of amazing teams encouraged to collaborate and innovate in a way that creates powerful solutions and makes a positive impact. This purpose-led work, and our continuous development and encouragement, will help unlock your potential and take your career to the next level.
Enjoy PwC’s perks We reward your impact, and support your wellbeing, through a competitive compensation package, inclusive employee benefits and flexibility programs that will help you thrive in work and life. Learn more about us at Life@PwC . ( https://www.pwc.ie/careers-ie/life-at-pwc.html ).
Being appreciated for being you Our most valuable asset is our people and we recognise you for it - ensuring you feel like you belong and that you are valued and rewarded for the great work you do every day. PwC is an equal opportunities employer and creating a diverse workforce that is representative of the communities we serve is hugely important to us.
We believe this so much that we have signed up for the Business in the Community Inclusive Workplace Elevate Pledge . ( https://www.bitc.ie/the-leaders-group-on-sustainability/inclusive-workplace-pledge/ )
Our Inclusion First strategy puts inclusion at the heart of our culture - supporting an environment where individuality is embraced, diversity is celebrated and inclusion is valued. Check out our culture of belonging and explore our range of inclusive programmes, initiatives, employee resource groups and more at www.pwc.ie .
Avoid the confidence gap; you do not have to match all the listed requirements exactly to apply, we’d love to hear from you!
We will ensure that everyone is supported throughout and, if required , provided with reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please email us for more information. 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, Analytical Thinking, Business Process Outsourcing, Claims Performance Management, Coaching and Feedback, Communication, Complaint Management, Compliance Auditing, Compliance Review, Contract Review, Corrective Actions, Creativity, Customer Data Management (CDM), Customer Due Diligence, Customer Handling, Data Entry, Data Quality, Data Quality Assessment, Delivery Excellence, Embracing Change, Emotional Regulation, Empathy, Inclusion {+ 25 more} Desired Languages (If blank, desired languages not specified) Travel Requirements Not Specified Available for Work Visa Sponsorship? Yes Government Clearance Required? No Job Posting End Date