ETIC, Service Delivery Manager - Manager

PricewaterhouseCoopers

Roles and Responsibilities:

• Oversees operational execution and delivery of Managed Services in line with business objectives.
• Oversees the delivery team day-to-day, including providing oversight for key client deliverables / outputs, and provides recommendations for service improvement.
• Assumes overall accountability for the oversight and successful execution of all engagements within the Managed Services portfolio.
• Holds overall accountability for SLA / OLA compliance across engagements and implements corrective actions to address any deviations, and continuously improves service delivery.

Quality, Delivery Excellence & Continuous Improvement for Finance MS

• Oversees quality reviews and audits to ensure that delivery complies with established standards and client expectations and leads quality improvement initiatives based on feedback and observations.
• Working with the business to design, develop, and implement comprehensive service delivery policies, standards, and processes that align with business objectives and industry best practices.
• Ensures that all function related activities are in line with established policies, procedures, and compliance standards.
• Stays updated on industry trends and emerging technologies to maintain best practices.

Governance & Reporting

• Implement and maintain robust governance frameworks, delivery playbooks, and escalation paths.
• Manage delivery performance dashboards, quality trackers, and resource health reports.
• Coordinate with PMO and workstream leads to ensure visibility on progress, risks, and dependencies.

Operational Excellence

• Drive continuous improvement initiatives across delivery practices and service operations.
• Support audits, compliance checks, and adherence to internal and client-specific standards (e.g., ISO, ITIL, cloud governance).
• Monitor service health and coordinate root cause analysis and corrective actions.

Preferred skills

• Strong financial acumen and understanding of the financial processes (e.g. O2C, R2R, FPA).
• Strong understanding of accounting principles, financial statements, and reporting standards (e.g., GAAP, IFRS, IPSAS).
• Ability to oversee teams analyzing financial data, identify discrepancies, and provide actionable insights
• Proficiency in accounting software and financial systems (e.g., SAP, Oracle), as well as advanced Excel skills

Expected Competencies:

• Strong leadership and people management skills.
• Excellent client relationship management abilities.
• Proven ability to drive process improvements, organizational excellence and manage change.
• Excellent communication and interpersonal skills.
• Ability to work under pressure and manage multiple priorities.
• Ability to interact effectively in a regional team