[Hiring] Service Center Manager @PwC

Role Description

As Service Center Manager, you are responsible to provide high quality IT services to your team: PwC Technology and Transformation (IT) department. You manage resources and ensure customer alignment.

In this role you manage a team of multidisciplinary IT specialists, including disciplinary responsibilities, such as performance and resource 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.

• Manage a multidisciplinary team of IT specialists, including annual 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 optimization.
• 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.

Qualifications

• Bachelor degree in business administration or computer science.
• Strong understanding of IT service management frameworks.
• Experienced in managing multidisciplinary IT delivery teams/services.
• Prior experience in managing enterprise-level service delivery for customers abroad.
• Hands-on experience working with offshore and onshore teams and distributed delivery model.
• Strong problem solving, analytical and decision making skills.
• Familiar with contract management and commercial aspects.
• Very good communication skills on both technical and management level.
• Fluent (written and spoken) in English.
• Exceptional communication, stakeholder management and presentation skills for senior management level interactions.
• Ownership, enjoyment of working independently, and a strong service-oriented attitude.
• Strong positive, service-oriented attitude and team-working ability.

Requirements

• ITILv4/v5 Foundation (nice to have).
• AZ-900 Azure Fundamentals (nice to have).