AES Service Delivery Lead - Senior Manager

PwC UK; Manchester; Hybrid; GBP 110.000 - 160.000; Vollzeit

Zusammenfassung

PwC in the United Kingdom is seeking an AES Service Delivery Lead to take senior operational ownership of our managed services portfolio. You will lead Service Delivery and Customer Success teams, ensuring high standards across performance, risk, compliance and commercial outcomes.

Working across UK and global delivery teams, you will shape scalable operational frameworks aligned to ITIL and ISO 20000-1, strengthen governance and oversee transitions into BAU, while exploring AI, automation and

Qualifikationen

• Experience leading end-to-end AES service delivery.
• ITIL certification, preferably ITIL 4 Managing Professional.
• Ability to manage P&L and bids.
• Knowledge of IT governance and ISO 20000-1.

Aufgaben

• Lead end-to-end AES service delivery, ensuring client outcomes and compliance.
• Develop Service Delivery and Customer Success teams with senior oversight.
• Oversee governance, mobilisation, transition and continuous improvement of services.
• Shape AES delivery using AI, automation and standardisation across UK and international teams.

Kenntnisse

Service delivery leadership

People leadership

Stakeholder management

Commercial awareness

IT governance

Tools

ServiceNow ITSM

Oracle

Microsoft

Salesforce

Jobbeschreibung

About The Role

Join PwC as an AES Service Delivery Lead, taking senior operational ownership for the delivery and continued growth of our managed services portfolio. You’ll lead Service Delivery and Customer Success teams, ensuring high standards across service performance, client satisfaction, risk, compliance and commercial outcomes. Working across UK and global delivery teams, you’ll shape scalable operational frameworks aligned to ITIL and ISO 20000-1, strengthen service governance and oversee the transition of new services into BAU. You’ll also help define the future of AES, using AI, automation and continuous improvement to create more proactive, intelligent and value-led managed services.

About The Role

Join PwC as an AES Service Delivery Lead, taking senior operational ownership for the delivery and continued growth of our managed services portfolio. You’ll lead Service Delivery and Customer Success teams, ensuring high standards across service performance, client satisfaction, risk, compliance and commercial outcomes. Working across UK and global delivery teams, you’ll shape scalable operational frameworks aligned to ITIL and ISO 20000-1, strengthen service governance and oversee the transition of new services into BAU. You’ll also help define the future of AES, using AI, automation and continuous improvement to create more proactive, intelligent and value-led managed services.

What Your Days Will Look Like

• Lead end-to-end AES service delivery, ensuring managed services achieve strong client outcomes and meet agreed SLAs, quality, risk and compliance standards.
• Lead and develop Service Delivery and Customer Success teams, providing senior oversight, coaching and support for client relationships, service performance and escalations.
• Own and evolve AES service management, maintaining alignment with ITIL and ISO 20000-1 while overseeing governance, mobilisation, transition and continuous improvement.
• Shape the future of AES delivery, using AI, automation and standardisation while aligning capacity and capability across UK and global teams to support sustainable growth.

This Role Is For You If

• Strong technology and service delivery leadership skills, with the ability to oversee complex application managed services across multiple clients, platforms and technology environments.
• ITIL certified, ideally ITIL 4 Managing Professional, with practical knowledge of service governance, continuous improvement, SLAs, XLAs, KPIs, risk and compliance.
• Effective people leadership skills, supporting Service Delivery, Customer Success and technical teams across UK, nearshore and offshore delivery models.
• Commercial awareness, with the ability to manage P&L, improve profitability and contribute to bids, RFPs and the design of scalable, sustainable managed services.
• Excellent client and stakeholder management skills, building trusted senior relationships, managing escalations and identifying opportunities to improve and evolve services.
• Strong technology awareness, with familiarity across Oracle, Microsoft and/or Salesforce, plus cloud, SaaS, AI and automation. Familiarity with ServiceNow ITSM, including using its functionality to create meaningful dashboards, reporting and service insights.

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. 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.