Service Delivery Manager - Managed Services Operations

About the role

PwC Poland's Application Evolution Services team is looking for a Service Delivery Manager for its Managed Services Operations. The team monitors application operations in real time, improves existing products and introduces new functionalities alongside clients' growth. You will own and coordinate the end-to-end delivery of Validation as a Service, Quality Assurance as a Service and Testing as a Service engagements, and help develop and scale the Pharma Testing and Quality Managed Services offering.

Key responsibilities

• Establish and maintain service governance, including delivery processes, roles, reporting routines, escalation paths and regular service review meetings.
• Act as the main service delivery interface between clients, business stakeholders, validation and quality specialists, testing teams, technology experts and external suppliers.
• Manage service performance against SLAs, KPIs, quality requirements and operational objectives.
• Oversee ITSM processes and operational service performance, including incident, problem, change and request management, and coordinate major incident resolution and root cause analysis.
• Monitor delivery progress, risks, issues, dependencies and open decisions, and manage operational escalations.
• Coordinate change and release activities, ensuring testing, validation and approval are completed before implementation.
• Participate in or co-lead service transitions, including setup, knowledge transfer, process implementation and team onboarding.
• Manage capacity, resource allocation and competence requirements, and coordinate cross-territory delivery between client-facing teams, PwC delivery teams and suppliers.
• Ensure services meet quality requirements, validation governance, corporate policies and client standards, and drive standardization, automation and reusable delivery assets.

Required profile

• Bachelor's or Master's degree in information technology, engineering, life sciences, quality management or a related field.
• Experience managing client-facing services, service governance, escalations and multidisciplinary delivery teams.
• Strong stakeholder management and communication skills across clients, business teams, technical specialists and suppliers.
• Practical understanding of pharmaceutical or life sciences environments, including validation, quality assurance, testing or IT quality processes.
• Very good command of English.
• Nice to have: experience delivering managed services for pharma or life sciences clients, GxP or regulated systems, validation or testing tools such as Veeva Vault Validation or Tricentis, ServiceNow or another ITSM platform, ITIL Foundation certification, output-based managed services models, scaling a new service offering, and German.

Required skills

• Understanding of Computer System Validation (CSV), risk-based validation, documentation and traceability in regulated environments.
• ITIL or comparable service management practices, and SLA/KPI management, reporting and service reviews.
• Capacity planning, resource coordination and team management.
• Agile or Scrum methodologies and iterative delivery models.

What we offer

• Hybrid working model, flexible start of the day, workation and sabbatical leave.
• Onboarding support, mentoring, training sessions and workshops with native speakers.
• Medical care package, coaching, mindfulness, psychological support, education and financial and legal counselling.
• Individual benefits package (e.g. lunch pass, insurance, concierge, pet package, massages) and cafeteria vouchers.
• 3 paid hours for volunteering per month and an extra paid day off on your birthday.