Customer Managed Services Senior Delivery Manager

Line of Service

Internal Firm Services

Industry/Sector

Business Services

Specialism

IFS - Internal Firm Services - Other

Management Level

Senior Manager

Job Description & Summary

About the role

The role supports the end-to-end delivery of one or more complex customer operations managed service engagements. The role is responsible for maintaining day-to-day delivery health across transition and run, ensuring work is delivered efficiently, compliantly, and to agreed service levels.

You will work closely with clients, PwC stakeholders, local and global delivery teams to manage operational performance, risks, resources, budgets, and service quality. The role has direct responsibility for building and leading high-performing teams through clear objectives, regular performance conversations, effective coaching, and targeted capability development. It drives continuous improvement, supports transformation commitments, and provides clear insight and escalation to protect client, commercial, and people outcomes. 

What your days will look like: 

• Manage the day-to-day delivery execution of complex customer operations managed service engagements, often more than one at a time 

• Coordinate transition and run activities, maintaining delivery plans, controls, operational readiness, and service stability. 

• Maintain effective delivery governance, tracking service levels & MI, risks, issues, dependencies, actions, and escalations. 

• Lead multidisciplinary and multi-location teams by translating engagement objectives into clear priorities, measurable expectations, and quality standards; monitor performance and hold regular performance and development conversations. 

• Provide timely, constructive feedback and coaching that reinforces strengths, builds capability, addresses performance or quality gaps fairly, and follows through to measurable improvement. 

• Build effective relationships with senior client and PwC stakeholders, providing timely reporting and resolving operational concerns. 

• Monitor engagement budgets, resource utilisation, service performance, and quality, taking corrective action where required. 

• Identify and implement continuous improvement, automation, AI and transformation opportunities that improve efficiency and client outcomes. 

This role is for you if: 

• You have extensive experience managing customer operations, managed services, or working in other complex operational delivery environments. 

• You can manage transition and run activities while maintaining service quality, operational stability, and agreed service levels and KPIs. 

• You have experience managing budgets, resources, risks, issues, dependencies, and delivery performance. 

• You are an inclusive people leader who can lead multidisciplinary and multi-location teams, set clear objectives and quality expectations, assess performance consistently, and hold effective performance and development conversations. 

• You are a confident coach who provides actionable feedback, adapts to individual needs, develops capability and future leaders, and addresses performance or quality concerns fairly, constructively, and promptly. 

• You create an environment of accountability, inclusion, wellbeing, collaboration, and continuous learning that enables sustained high performance and consistently high-quality outcomes. 

• You are confident working with senior client and internal stakeholders, producing clear reporting and escalating issues appropriately. 

• You use operational, commercial, and people data to identify trends, improve performance, and support sound decision-making. 

• You have a strong continuous-improvement mindset and experience implementing process, technology, automation, or transformation changes. 

• Experience in either Financial Services or the Public Sector is desirable, but not essential 

What you'll receive from us: 

 No matter where you may be in your career or personal life, our benefits are designed to add value and support, recognising and rewarding you fairly for your contributions.  

We offer a range of benefits including empowered flexibility and a working week split between office, home and client site; private medical cover and 24/7 access to a qualified virtual GP; six volunteering days a year and much more.  

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, AI Fluency, AI-Human Collaboration, 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, Digital Tooling, Embracing Change {+ 31 more}

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Not Specified

Available for Work Visa Sponsorship?

No

Government Clearance Required?

No

Job Posting End Date