Line of Service Internal Firm Services Industry/Sector Not Applicable Specialism IFS - Information Technology (IT) Management Level Manager Job Description \& Summary Contribute to creating a better tomorrow The only way we can tackle the challenges of this fast-changing world is with passionate people. Led by our purpose of building trust and solving important problems, we come together at PwC to address the biggest issues facing the world in a way that drives positive impact. Are you eager to join a team fuelled by open and curious minds, who are passionate about their work and create new solutions for a new day? Then you're at the right place. Bring your talent. Learn new skills. Make a positive impact. Looking for a career where you'll have a tangible impact on the smooth running of a global organisation? Internal Firm Services (IFS) is the beating heart of everything we do at PwC. We're made up of teams like Marketing, Communications, HR, IT, Procurement, Finance, Facilities, Project Management and more, and together we form the support network of the entire firm. As part of IFS, we'll guide you to becoming a vital contributor in providing our colleagues and clients the best possible experience at PwC. As a technology enabled innovator, PwC is building out a digital first delivery model for and with our clients. This digital delivery model isn't just about the technologies, it's about new ways of solving complex problems, creating unique experiences and accelerating business while leveraging our core expertise. PwC's Products \& Technology team is at the heart of this vision by designing, developing \& scaling products to help our internal \& external clients lead the next phase of their digital evolution. We support the PwC business specialists to build products connected to a purpose. Process improvement, business transformation, effective use of innovative technology and data \& analytics, and leveraging alternative delivery solutions are key components of our products that tackle the very real challenges our clients face today and unlock new opportunities for growth in the future. Your impact As a Service Delivery Manager, you'll make an impact by: Enabling High-Quality Service Delivery: Ensure that Service Support and Service Delivery processes are in place to meet business needs while delivering high-quality service to end users. Stakeholder Engagement: Build and manage expectations within the business and drive the Product and Technology team to achieve those expectations to a high standard. Customer Relationship Management: Build strong relationships with assigned internal customers, addressing their issues and continually delighting them with a positive, customer-centric attitude. Data Consolidation: Create and consolidate common data views of existing services with all relevant stakeholders. Budget: follow-up on the given Budget numbers, challenge budget against yearly planning Continuous Improvement: Evaluate existing local and global services, driving continuous improvement initiatives. Expectations of a Service Delivery Manager The expectation is to play a pivotal role in enhancing service delivery through effective supplier relationships, operational excellence, and the nurturing of a client-focused environment. Prioritize customer needs and satisfaction by ensuring that services delivered meet or exceed expectations. Manage SLAs, KPI's, quality effectively and implement escalation procedures to address issues promptly and maintain service quality. Provide regular reporting on service performance metrics and supplier evaluations to ensure accountability and continuous improvement. Foster effective communication and collaboration with internal stakeholders to ensure a unified approach to service delivery. Maintain support and build governance models as well as a service delivery plan. Oversee and maintain a comprehensive inventory CIs in the supporting tools. Regularly assess supplier performance to ensure adherence to contractual obligations and service level agreements (SLAs). About you Bachelor's or Master's degree in computer science, information systems, business administration, applied economics or related field, and / or equivalent work experience; Overall knowledge of ITIL methodology and able to align/map this to Cloud or 3rd Party based services; Gartner focus on technology future, helicopter project view; Customer Focus: Strong focus on customer satisfaction and experience, with the ability to anticipate and address customer needs proactively; Analytical Skills: Strong analytical and problem-solving skills, with the ability to make data-driven decisions; You are strong in process-oriented work, organizational development, and setting up the necessary service reporting. You also take a highly proactive approach in this; Strong communication and storytelling skills, with stakeholders at all levels; Service minded, stress resilient and has strong negotiation skills; Collaborates constructively with other people, innovates and takes initiatives; Be an active listener and hold strong negotiation skills; You bring strong expertise in right‑shoring models and their practical application; 7 years of relevant experience; Excellent verbal and written English are mandatory, plus French or Dutch as a native language. Life at PwC Belgium Our culture and workplace are something we're proud of. Here's a sneak peek at what life at PwC looks like: Flexible work patterns: Achieve the perfect balance between office and home life with our flexible hybrid work arrangements and family-friendly schemes. Lifelong learning: Grow with us! Take advantage of our diverse training opportunities and exciting career pathways to explore new disciplines and expertise. Flexible rewards: Tailor your benefits to suit your lifestyle with our customizable rewards plan. Sustainable mobility: Choose eco-friendly mobility options, from our soon-to-be fully electrified fleet to public transport, shared cars, ebikes, and more. Inclusive culture: Thrive in a diverse, inclusive workplace that values and celebrates every individual's contributions. Wellbeing focus: Enjoy a positive environment with our comprehensive wellbeing programs, engaging sports communities, and confidential support for all your professional and personal challenges. Global network: Expand your horizons with opportunities to work abroad and tap into extensive industry expertise within the PwC network. Let's build something great together. What are you waiting for? Equal Opportunity Employer statement At PwC, we are dedicated to building a diverse, inclusive, and authentic environment. We are committed to providing equal employment opportunities for all candidates and employees, regardless of race, religion, gender identity or expression, sexual orientation, national origin, age, disability, marital status, or any other characteristic protected by law. We believe that a diverse and inclusive workplace drives innovation and strengthens our ability to serve our people, clients and communities. Join us in fostering a culture where everyone feels valued, respected and empowered to achieve their full potential. Additionally, we provide reasonable accommodations to qualified individuals with disabilities, in accordance with applicable laws. Education (if blank, degree and/or field of study not specified) Degrees/Field of Study required: Degrees/Field of Study preferred: Certifications (if blank, certifications not specified) Required Skills Optional Skills Accepting Feedback, Accepting Feedback, Active Listening, Analytical Thinking, Coaching and Feedback, Communication, Communications Planning, Conflict Resolution, Contract Management, Contract Negotiation, Creativity, Crisis Management, Customer Relationship Management, Customer Service Excellence, Customer Service Management, Developing Service Standards, Embracing Change, Emotional Regulation, Empathy, Escalation Management, Inclusion, Information Technology Infrastructure Library (ITIL), Intellectual Curiosity, Internal Communication (IC), Issue Management {+ 29 more} Desired Languages (If blank, desired languages not specified) Travel Requirements 0% Available for Work Visa Sponsorship? No Government Clearance Required? Yes Job Posting End Date 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.