Managed Services - Quality Excellence - Senior Manager

Specialty/

Competency:

Managed Services

Industry/Sector: Not Applicable

Time Type: Full time

Travel Requirements: Up to 40%

At PwC, our people in managed services focus on a variety of outsourced solutions and support clients across numerous functions. These individuals help organisations streamline their operations, reduce costs, and improve efficiency by managing key processes and functions on their behalf. They are skilled in project management, technology, and process optimisation to deliver high‑quality services to clients. Those in managed service management and strategy at PwC will focus on transitioning and running services, along with managing delivery teams, programmes, commercials, performance and delivery risk.

Your work will involve the process of continuous improvement and optimising of the managed services process, tools and services.

Growing as a strategic advisor, you leverage your influence, expertise, and network to deliver quality results. You motivate and coach others, coming together to solve complex problems. As you increase in autonomy, you apply sound judgement, recognising when to take action and when to elevate. You are expected to solve through complexity, ask thoughtful questions, and clearly communicate how things fit together.

Your ability to develop and sustain high‑performing, diverse, and inclusive teams, and your commitment to excellence, contributes to the success of our firm.

• Craft and convey clear, impactful and engaging messages that tell a holistic story.
• Apply systems thinking to identify underlying problems and/or opportunities.
• Validate outcomes with clients, share alternative perspectives, and act on client feedback.
• Direct the team through complexity, demonstrating composure through ambiguous, challenging and uncertain situations.
• Deepen and evolve your expertise with a focus on staying relevant.
• Initiate open and honest coaching conversations at all levels.
• Make difficult decisions and take action to resolve issues hindering team effectiveness.
• Model and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance), the Firm's code of conduct, and independence requirements.

As part of the Managed Services team you will lead the development and implementation of innovative quality programmes that enhance service performance. As a Senior Manager, you will serve as a strategic advisor, leveraging your knowledge to drive process quality and delivery excellence while aligning with client expectations and healthy deal economics.

• Work with cross‑functional teams to implement leading practices.
• Analyse performance metrics to identify areas for enhancement.
• Foster a culture of continuous improvement and operational excellence.
• Engage with stakeholders to validate outcomes and gather feedback.
• Mentor and develop team members to enhance their skills and capabilities.

• Bachelor's Degree.
• At least 12 years of experience.
• ITIL certification.

• Master's Degree preferred.
• Certification(s) preferred:
  Project Management Professional (PMP), Six Sigma, Capability Maturity Model Integration (CMMI).
• Advising on various aspects of Managed Services delivery.
• Driving process quality and delivery excellence.
• Aligning Service Contracts and Financials with client expectations and have healthy deal economics at various stages of procurement process and service delivery.
• Implementing Quality for varied technologies.
• Possessing knowledge of the Capability Maturity Model Integration (CMMI) programme and ITIL.
• Running continuous improvement initiatives.
• Mentoring staff in talent management.
• Possessing Managed Services delivery experience.

The salary range for this position is: $124,000 - $280,000. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws. All hired individuals are eligible for an annual discretionary bonus. PwC offers a wide range of benefits, including medical, dental, vision, 401k, holiday pay, vacation, personal and family sick leave, and more.

To view our benefits at a glance, please…