Service Center Manager ( Service Delivery Lead)
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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 manage ressources and ensure customer alignment.
In this role you manage a team of multidiciplinary IT specialists, including disciplinary responsibilities, such as performance and ressource management. 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, including anual performance- 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, cost optimizaton
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 a Bachelor degree in business administration or computer science You 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 service‑oriented attitude.
You have a strong positive, service-oriented attitude and team-working ability.
What is nice to have:
ITILv4/v5 Foundation
AZ-900 Azure Fundamentals
#LI-BS1 #LI-Remote
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