Service Delivery Manager (Pharma) | Managed Services Operations

PwC; Warszawa; Hybrid; PLN 615,000 - 835,000; Full time

Benefits offered by this job

Hybrid working model

Wide medical and wellbeing program

Volunteer time off

Job summary

PwC Poland’s Application Evolution Services unit is hiring a Service Delivery Manager to own end-to-end delivery of Validation, QA and Testing services. You will drive governance, KPI tracking, and cross-functional collaboration with clients, validation teams, and external suppliers.

You will lead major incident resolution, capacity planning, onboarding, and continuous improvement to ensure high-quality service and client satisfaction in a regulated environment. Fluency in English is required.

Qualifications

• Experience managing client-facing services, service governance, and multidisciplinary delivery teams.
• Understanding of ITIL or comparable service management practices.
• Experience managing SLAs, KPIs, reporting, service reviews, risks and continuous improvement initiatives.

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.
• Coordinate service transitions, change and release activities, ensuring testing/validation/approval before implementation.
• Monitor delivery progress, risks, issues, dependencies and communicate with clients and internal stakeholders.

Skills

Stakeholder management

Communication

Agile/Scrum

Problem solving

Resource planning

Cross-functional leadership

Education

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

Tools

ServiceNow

Job description

Job Description & Summary

The Application Evolution Services team is a part of PwC Poland. Our work requires constant monitoring of the operation of applications and real-time response. We also improve existing products and introduce new functionalities, so that applications can advance in parallel with our clients’ growth. We repair, keep our fingers on the pulse, create CR, document, and sometimes teach our clients’ employees. The better we work, the less you notice us. Plus, we simply love what we do. We deploy the most innovative Customer Experience solutions for our clients.

Service Delivery Manager

Your Future Role

• 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.
• Monitor delivery progress, risks, issues, dependencies and open decisions, ensuring timely resolution and transparent communication with clients and internal stakeholders.
• Manage operational escalations and coordinate the relevant teams to resolve delivery issues and quality concerns.
• Coordinate change and release activities, ensuring that required testing, validation and approval processes are completed before implementation.
• Participate in or co-lead service transitions, including service setup, knowledge transfer, process implementation and onboarding of delivery teams.
• Manage capacity, resource allocation and competence requirements across the service delivery team.
• Coordinate cross-territory delivery and collaboration between client-facing teams, PwC delivery teams and external suppliers.
• Ensure that services are delivered in accordance with agreed quality requirements, validation governance, corporate policies and client standards.
• Identify and implement continuous improvement opportunities to enhance service quality, delivery efficiency and scalability.
• Drive standardization, automation and reusable delivery assets to improve efficiency, scalability and client outcomes across Validation, Quality Assurance and Testing services.

Apply if you have:

• 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.
• Bachelor’s or Master’s degree in information technology, engineering, life sciences, quality management or a related field.

Nice to have:

• Experience delivering managed services for pharmaceutical or life sciences clients.
• Experience with GxP-relevant or otherwise regulated systems and processes.
• Experience with validation or testing tools such as Veeva Vault Validation or Tricentis.
• Experience with ServiceNow or another ITSM-class platform.
• ITIL Foundation certification.
• Understanding of output-based or transaction-based managed services models.
• Experience supporting the scaling of a new service offering or delivery capability.
• Knowledge of German.

By joining us you gain:

• Work flexibility - hybrid working model, flexible start of the day, workation, sabbatical leave,
• Development and upskilling - our full support during onboarding process, mentoring from experienced colleagues, training sessions, workshop and conversations with native speaker,
• Wide medical and wellbeing program - medical care package (freedom of treatment, physiotherapy), coaching, mindfulness, psychological support, education through dedicated webinars and workshops, financial and legal counseling,
• Possibility to create your individual benefits package (a.o. lunch pass, insurance packages, concierge, veterinary package for a pet, massages) and access to a cafeteria - vouchers, discounts on IT equipment and car purchase,
• 3 paid hours for volunteering per month, Additional paid Birthday Day off, And when you start enjoying PwC as much as we do, you may recommend your friend to work with us.

Should you have any questions, please do not hesitate to reach out to us: [e-mail].

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Are you ready to make a difference? Want to unlock new value by applying your unique perspective and talents? You can grow exponentially at PwC. Here, you can uncover hidden talents, build lifelong relationships rooted in trust and empathy and turn challenges into opportunities for innovation. We’ll help you grow your skills through challenging, meaningful work so you can go further.