Pharma Service Delivery Manager - Validation & QA

PwC Polska; Województwo pomorskie; Hybride; PLN 180 000 - 320 000; Plein temps

Avantages offerts par ce poste

Hybrid work model

Mentoring and development

Medical and wellbeing program

Volunteer hours

Birthday day off

Referral bonuses

Résumé du poste

PwC Polska’s Application Evolution Services team seeks a Service Delivery Manager to own end-to-end delivery of Validation, QA and Testing services and to establish robust governance across engagements. You will coordinate cross-functional teams, manage incidents, and drive improvements in quality and client satisfaction.

The role requires a strong background in IT service management, pharma/life sciences contexts, and excellent stakeholder communication, with a hybrid working model in Poland.

Qualifications

• Understanding of CSV and risk-based validation in regulated environments.
• Experience managing client-facing services and multidisciplinary delivery teams.
• Knowledge of ITIL or similar service management practices.
• Experience managing SLAs, KPIs, reporting, and service reviews.
• Strong capacity planning and resource coordination.
• Experience in service transition and onboarding.
• Excellent stakeholder management and communication across clients, business teams, technical specialists and suppliers.
• Pharmaceutical or life sciences validation/QA context.
• Strong analytical and problem-solving skills.
• Understanding of Agile or Scrum methods.
• Very good command of English.
• Bachelor’s or Master’s degree in IT/engineering/life sciences/quality management or related field.

Responsabilités

• Own and coordinate end-to-end delivery of Validation as a Service, QA as a Service and Testing as a Service.
• Establish and maintain service governance, including processes, roles, reporting and reviews.
• Act as primary service delivery interface between clients, stakeholders, validation and testing teams, and suppliers.
• Manage service performance against SLAs, KPIs, and quality requirements.
• Oversee ITSM processes and operational performance; coordinate major incidents and root-cause analysis.
• Monitor delivery progress, risks, issues, dependencies and communications.
• Coordinate change and release activities with testing and validation.
• Participate in or co-lead service transitions and onboarding of delivery teams.
• Manage capacity, resource allocation and competence across the team.
• Coordinate cross-territory delivery and collaboration across PwC and external suppliers.
• Ensure services meet quality and governance standards.
• Identify continuous improvement opportunities to enhance quality and efficiency.

Connaissances

CSV & validation knowledge

Client-facing service mgmt

ITIL knowledge

SLAs & KPIs

Capacity planning

Agile / Scrum

English proficiency

Formation

Bachelor’s/Master’s in IT/engineering/life sciences/quality management

Outils

ServiceNow

Veeva Vault

Tricentis

ITSM tools

Description du poste

PwC Polska’s Application Evolution Services team seeks a Service Delivery Manager to own end-to-end delivery of Validation, QA and Testing services and to establish robust governance across engagements. You will coordinate cross-functional teams, manage incidents, and drive improvements in quality and client satisfaction.

The role requires a strong background in IT service management, pharma/life sciences contexts, and excellent stakeholder communication, with a hybrid working model in Poland.