ETIC, Service Delivery Manager - Manager

Project Portfolio Manager

At PwC, our people in project portfolio management focus on optimising project portfolios to drive strategic business outcomes. These individuals oversee project selection, prioritisation, and resource allocation to facilitate successful project delivery. In project management at PwC, you will oversee and coordinate various projects to facilitate successful delivery within budget and timeline. You will leverage strong organisational and communication skills to effectively manage teams and stakeholders.

Roles and Responsibilities:

Finance MS Delivery Oversight

• Oversees operational execution and delivery of Managed Services in line with business objectives.
• Oversees the delivery team day-to-day, including providing oversight for key client deliverables / outputs, and provides recommendations for service improvement.
• Assumes overall accountability for the oversight and successful execution of all engagements within the Managed Services portfolio.
• Holds overall accountability for SLA / OLA compliance across engagements and implements corrective actions to address any deviations, and continuously improves service delivery.

Quality, Delivery Excellence & Continuous Improvement for Finance MS

• Oversees quality reviews and audits to ensure that delivery complies with established standards and client expectations and leads quality improvement initiatives based on feedback and observations.
• Working with the business to design, develop, and implement comprehensive service delivery policies, standards, and processes that align with business objectives and industry best practices.
• Ensures that all function related activities are in line with established policies, procedures, and compliance standards.
• Stays updated on industry trends and emerging technologies to maintain best practices.

Governance & Reporting

• Implement and maintain robust governance frameworks, delivery playbooks, and escalation paths.
• Manage delivery performance dashboards, quality trackers, and resource health reports.
• Coordinate with PMO and workstream leads to ensure visibility on progress, risks, and dependencies.

Operational Excellence

• Drive continuous improvement initiatives across delivery practices and service operations.
• Support audits, compliance checks, and adherence to internal and client-specific standards (e.g., ISO, ITIL, cloud governance).
• Monitor service health and coordinate root cause analysis and corrective actions.

Preferred Skills

• Strong financial acumen and understanding of the financial processes (e.g. O2C, R2R, FPA).
• Strong understanding of accounting principles, financial statements, and reporting standards (e.g., GAAP, IFRS, IPSAS).
• Ability to oversee teams analyzing financial data, identify discrepancies, and provide actionable insights.
• Proficiency in accounting software and financial systems (e.g., SAP, Oracle), as well as advanced Excel skills.

Expected Competencies:

• Strong leadership and people management skills.
• Excellent client relationship management abilities.
• Proven ability to drive process improvements, organizational excellence and manage change.
• Excellent communication and interpersonal skills.
• Ability to work under pressure and manage multiple priorities.
• Ability to interact effectively in a regional team.