Service Center Manager ( Service Delivery Lead)

Beschreibung:

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

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