IN-Senior Manager_ Service Delivery_IT Service Co_IFS_PAN India
Job Description
Job Description
PwC is driving major change across technology including the building of a centralized model to deliver and manage technology services across the entire network of member firms.
A career in PwC's Technology and Security Operations, within Internal Firm Services, will provide opportunity to develop and support our global technology service delivery, both internally and externally. ServiceNow is the enterprise platform that enables Service Management at PwC. Using the ServiceNow platform, our team helps Internal Firm Services transform how they manage services to the business, and how the business manages services to our clients
Responsibilities:
The Delivery Manager (DM) serves as the delivery and deployment lead between APAC member firms and the Global Technology & NIS organisation. The role is responsible for translating global roadmaps, strategies and communications into actionable territory deployment plans, providing visibility of the delivery pipeline, and ensuring successful implementation of global programmes and services across member firms. The DM drives deployment readiness, coordinates cross-functional teams, manages delivery risks and escalations, and supports adoption outcomes by helping territories successfully realise value from technology investments.
Core Responsibilities
Translate global roadmaps, strategies and communications into practical, territory-relevant guidance so firms understand programme impacts and deployment requirements.
Lead annual planning and deployment planning activities with member firms and global delivery teams to develop and execute the annual Tech & NIS roadmap.
Lead member firm project engagements through planning, readiness, deployment and adoption, involving technical teams where specialist expertise is required.
Drive consistent execution across workstreams, tracking progress against agreed timelines and initiating corrective actions where issues arise.
Manage delivery risks, issues, dependencies and escalations, coordinating with the appropriate teams to achieve resolution.
Ensure territories are prepared for go-live through effective planning, coordination, stakeholder engagement and readiness management.
Provide programme, product and regional leadership with visibility into adoption progress, deployment status, delivery risks, blockers and capability needs.
Delivery Planning & Readiness
Facilitate deployment planning with relevant global teams to develop annual Tech & NIS roadmaps.
Provide consultation on deployment pipeline prioritisation, resource coordination and dependency mapping.
Partner with member firms to evaluate, prioritise and sequence security and technology initiatives based on local member firm business value, capacity, readiness and dependencies across the broader Tech & NIS portfolio.
Lead annual planning sessions with member firms to align on priorities, timelines, dependencies and resource requirements.
Ensure territories are prepared for go-live through structured readiness planning and execution.
Maintain visibility of delivery milestones, deployment schedules and implementation dependencies.
Programme Delivery & Execution
Lead project engagements with member firms through planning, deployment and transition activities, engaging technical teams where specialist capabilities are required.
Drive execution across workstreams, overseeing readiness and tracking progress against agreed timelines to identify issues and initiate corrective actions.
Act as an operational extension of transformation programmes, supporting consistent execution across programmes and territories.
Coordinate cross-functional teams to ensure successful implementation of global initiatives and services.
Stakeholder Coordination
Build trusted relationships with Territory Technology Leaders, CISOs and executive stakeholders to align deployment priorities, address delivery challenges and support strategic outcomes.
Work closely with CISOs, Technology Leaders, programme sponsors, product teams and operational teams to align delivery activities and implementation plans.
Lead recurring touchpoints with territory technology leads to capture deployment requirements, delivery issues and programme dependencies.
Help territories navigate the global portfolio by directing them to appropriate teams, channels, resources and support structures.
Adoption & Change Enablement
Translate global roadmaps and strategies into territory-relevant deployment and adoption activities.
Provide clarity on programme interdependencies to help territories plan effectively and minimise risk from overlapping initiatives.
Support adoption of new and emerging technologies through proactive engagement, planning and transition activities.
Champion improvements that enhance member firm adoption outcomes and overall customer experience.
Risk, Issues & Escalation Management
Log and triage delivery issues, risks and escalations raised by member firms, routing each to the appropriate teams and managing through to closure.
Identify delivery risks and coordinate with relevant stakeholders to facilitate timely resolution.
Monitor programme health and escalate emerging risks, blockers and dependencies that could impact delivery outcomes.
Reporting & Continuous Improvement
Provide programme, product and regional leadership with delivery status, deployment progress, adoption metrics, blockers and capability needs.
Lead customer technical feedback reviews and support transition to BAU operations.
Mandatory skill sets:
As a Service Delivery Manager you will have the following knowledge and skills:
Stakeholder Management
Preferred skill sets:
Curiosity: A natural curiosity and eagerness to learn, explore new ideas, and see
past the status quo.
Education qualification:BE/BTECH
PwC is driving major change across technology including the building of a centralized model to deliver and manage technology services across the entire network of member firms.
A career in PwC's Technology and Security Operations, within Internal Firm Services, will provide opportunity to develop and support our global technology service delivery, both internally and externally. ServiceNow is the enterprise platform that enables Service Management at PwC. Using the ServiceNow platform, our team helps Internal Firm Services transform how they manage services to the business, and how the business manages services to our clients
Responsibilities:
The Delivery Manager (DM) serves as the delivery and deployment lead between APAC member firms and the Global Technology & NIS organisation. The role is responsible for translating global roadmaps, strategies and communications into actionable territory deployment plans, providing visibility of the delivery pipeline, and ensuring successful implementation of global programmes and services across member firms. The DM drives deployment readiness, coordinates cross-functional teams, manages delivery risks and escalations, and supports adoption outcomes by helping territories successfully realise value from technology investments.
Core Responsibilities
Translate global roadmaps, strategies and communications into practical, territory-relevant guidance so firms understand programme impacts and deployment requirements.
Lead annual planning and deployment planning activities with member firms and global delivery teams to develop and execute the annual Tech & NIS roadmap.
Lead member firm project engagements through planning, readiness, deployment and adoption, involving technical teams where specialist expertise is required.
Drive consistent execution across workstreams, tracking progress against agreed timelines and initiating corrective actions where issues arise.
Manage delivery risks, issues, dependencies and escalations, coordinating with the appropriate teams to achieve resolution.
Ensure territories are prepared for go-live through effective planning, coordination, stakeholder engagement and readiness management.
Provide programme, product and regional leadership with visibility into adoption progress, deployment status, delivery risks, blockers and capability needs.
Delivery Planning & Readiness
Facilitate deployment planning with relevant global teams to develop annual Tech & NIS roadmaps.
Provide consultation on deployment pipeline prioritisation, resource coordination and dependency mapping.
Partner with member firms to evaluate, prioritise and sequence security and technology initiatives based on local member firm business value, capacity, readiness and dependencies across the broader Tech & NIS portfolio.
Lead annual planning sessions with member firms to align on priorities, timelines, dependencies and resource requirements.
Ensure territories are prepared for go-live through structured readiness planning and execution.
Maintain visibility of delivery milestones, deployment schedules and implementation dependencies.
Programme Delivery & Execution
Lead project engagements with member firms through planning, deployment and transition activities, engaging technical teams where specialist capabilities are required.
Drive execution across workstreams, overseeing readiness and tracking progress against agreed timelines to identify issues and initiate corrective actions.
Act as an operational extension of transformation programmes, supporting consistent execution across programmes and territories.
Coordinate cross-functional teams to ensure successful implementation of global initiatives and services.
Stakeholder Coordination
Build trusted relationships with Territory Technology Leaders, CISOs and executive stakeholders to align deployment priorities, address delivery challenges and support strategic outcomes.
Work closely with CISOs, Technology Leaders, programme sponsors, product teams and operational teams to align delivery activities and implementation plans.
Lead recurring touchpoints with territory technology leads to capture deployment requirements, delivery issues and programme dependencies.
Help territories navigate the global portfolio by directing them to appropriate teams, channels, resources and support structures.
Adoption & Change Enablement
Translate global roadmaps and strategies into territory-relevant deployment and adoption activities.
Provide clarity on programme interdependencies to help territories plan effectively and minimise risk from overlapping initiatives.
Support adoption of new and emerging technologies through proactive engagement, planning and transition activities.
Champion improvements that enhance member firm adoption outcomes and overall customer experience.
Risk, Issues & Escalation Management
Log and triage delivery issues, risks and escalations raised by member firms, routing each to the appropriate teams and managing through to closure.
Identify delivery risks and coordinate with relevant stakeholders to facilitate timely resolution.
Monitor programme health and escalate emerging risks, blockers and dependencies that could impact delivery outcomes.
Reporting & Continuous Improvement
Provide programme, product and regional leadership with delivery status, deployment progress, adoption metrics, blockers and capability needs.
Lead customer technical feedback reviews and support transition to BAU operations.
Mandatory skill sets:
As a Service Delivery Manager you will have the following knowledge and skills:
- Demonstrated experience in IT Service Delivery and maintaining a Service
- ITIL certification or equivalent is preferred.
Stakeholder Management
Preferred skill sets:
Curiosity: A natural curiosity and eagerness to learn, explore new ideas, and see
past the status quo.
- Detail-oriented.
- Decisive.
- Proactive.
Education qualification:BE/BTECH
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