About this role
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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