Pharma Service Delivery Lead – Validation & Testing

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

Benefits offered by this job

Hybrid working model

Wide medical and wellbeing program

Flexible benefits package

Birthday Day off

Job summary

PwC Poland is seeking a Service Delivery Manager to own end-to-end delivery of Validation as a Service, QA as a Service, and Testing as a Service engagements. You will drive service governance and coordinate across clients, validation specialists, and external suppliers.

You will contribute to scaling Pharma Testing offerings, manage SLAs/KPIs, and lead improvements to service stability and client satisfaction in a hybrid work environment.

Qualifications

• Understanding of Computer System Validation (CSV), risk-based validation, documentation requirements and traceability in regulated environments.
• Experience managing client-facing services, service governance, operational performance, escalations and multidisciplinary delivery teams.
• Understanding of ITIL or comparable service management practices.
• Experience managing SLAs, KPIs, reporting, service reviews, risks and continuous improvement initiatives.
• Strong capacity planning, resource coordination and team management capabilities.
• Experience in service transition, service setup, onboarding or knowledge transfer.
• Excellent stakeholder management and communication skills, with the ability to work effectively 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.
• Strong analytical and problem-solving skills, with a focus on resolving delivery issues and implementing sustainable improvements.
• Understanding of Agile or Scrum methodologies and iterative delivery models.
• Very good command of English.

Responsibilities

• Own and coordinate the end-to-end delivery of Validation as a Service, Quality Assurance as a Service and Testing as a Service engagements.
• Contribute to the development and scaling of the Pharma Testing and Quality Managed Services offering.
• Establish and maintain effective service governance, including delivery processes, roles and responsibilities, reporting routines, escalation paths and regular service review meetings.
• Act as the primary service delivery interface between clients, business stakeholders, validation and quality specialists, testing teams, technology experts and external suppliers.
• Manage service performance against agreed SLAs, KPIs, quality requirements and operational objectives.
• Actively oversee ITSM processes and operational service performance, ensuring effective incident, problem, change and request management.
• Coordinate major incident resolution, facilitate root cause analysis and drive service improvements to enhance stability, quality and client satisfaction.

Skills

ITIL knowledge

Stakeholder management

Project coordination

English proficiency

Education

Bachelor's or Master's in IT/Engineering

Tools

ServiceNow

Veeva Vault Validation

Tricentis

Job description

PwC Poland is seeking a Service Delivery Manager to own end-to-end delivery of Validation as a Service, QA as a Service, and Testing as a Service engagements. You will drive service governance and coordinate across clients, validation specialists, and external suppliers.

You will contribute to scaling Pharma Testing offerings, manage SLAs/KPIs, and lead improvements to service stability and client satisfaction in a hybrid work environment.