Pharma Service Delivery Lead - Validation, QA & Testing

PwC Polska; Poznań; Hybrid; PLN 180,000 - 240,000; Full time

Benefits offered by this job

Hybrid work model

Medical and wellbeing program

Birthday/volunteer days

Job summary

PwC Polska's Application Evolution Services unit seeks a Service Delivery Manager to own end-to-end delivery of Validation, QA, and Testing services, and to help scale pharma testing offerings. You will coordinate governance, establish SLAs, and liaise with clients, specialists, and suppliers across regions.

You will drive service performance, oversee ITSM processes, manage transitions and capacity, and contribute to continuous improvements in a complex, regulated environment.

Qualifications

• Understanding of CSV and risk-based validation in regulated environments.
• Experience managing client-facing services, governance and multidisciplinary teams.
• Understanding of ITIL or comparable service management practices.
• Experience managing SLAs, KPIs, reporting, service reviews, risks and continuous improvement.
• Strong capacity planning, resource coordination and team management.
• Experience in service transition, setup, onboarding or knowledge transfer.
• Excellent stakeholder management and cross-functional collaboration.
• Pharma or life sciences domain experience including validation and IT quality processes.
• Strong analytical and problem-solving skills for delivery improvements.
• Understanding of Agile or Scrum methodologies and iterative delivery.

Responsibilities

• Own and coordinate end-to-end delivery of Validation as a Service, QA as a Service, and Testing as a Service engagements.
• Contribute to development and scaling of Pharma Testing and Quality Managed Services.
• Establish and maintain effective service governance, reporting, escalation paths and reviews.
• Act as primary service delivery interface between clients, stakeholders, specialists, and suppliers.
• Manage service performance against SLAs, KPIs, quality requirements and objectives.
• Oversee ITSM processes and incident, problem, change and request management; coordinate major incidents.
• Monitor delivery progress, risks, issues, dependencies and communication with clients and internal teams.
• Coordinate change and release activities and ensure testing and validation before implementation.
• Participate in service transitions and onboarding of delivery teams.
• Manage capacity, resource allocation and cross-territory collaboration.

Skills

CSV validation understanding

Client-facing service management

ITIL or service management

SLA/KPI governance

Capacity planning

Service transition onboarding

Stakeholder management

Pharma/Life sciences domain

Agile/Scrum methods

English proficiency

Education

Bachelor’s or Master’s degree in IT / Engineering / Life sciences / Quality management

Tools

ServiceNow

ITIL foundations

Job description

PwC Polska's Application Evolution Services unit seeks a Service Delivery Manager to own end-to-end delivery of Validation, QA, and Testing services, and to help scale pharma testing offerings. You will coordinate governance, establish SLAs, and liaise with clients, specialists, and suppliers across regions.

You will drive service performance, oversee ITSM processes, manage transitions and capacity, and contribute to continuous improvements in a complex, regulated environment.