{"id":3934993,"url":"https://alion.io/job/pwc-service-delivery-manager-pharma-managed-services-operations","title":"Service Delivery Manager (Pharma) | Managed Services Operations","company":{"id":5739,"name":"PwC","domain":"pwc.com","url":"https://alion.io/company/pwc","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"C","score":68,"open_postings":2610,"ghost_share":0.531,"stale_share":0,"repost_share":0.002,"time_to_fill_p50_days":26,"computed_at":"2026-11-15T07:52:55Z"}},"role":"Product","role_family":"Product","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Warsaw, Poland","Poznań, Poland","Wrocław, Poland","Gdańsk, Poland"],"countries":["PL"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Scrum","optional":false},{"name":"ServiceNow","optional":true},{"name":"Veeva","optional":true}],"status":"live","first_seen_at":"2026-11-05T00:00:00Z","employer_posted_date":"2026-11-05","last_verified_at":"2026-11-15T01:33:31Z","board_verified":true,"closed_at":null,"days_open":10,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":9},"description":"Job Description & Summary\nThe 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.\nWe are looking for:\nService Delivery Manage r\nYour Future Role:\nOwn and coordinate the end-to-end delivery of Validation as a Service, Quality Assurance as a Service and Testing as a Service engagements.\nContribute to the development and scaling of the Pharma Testing and Quality Managed Services offering.\nEstablish and maintain effective service governance, including delivery processes, roles and responsibilities, reporting routines, escalation paths and regular service review meetings.\nAct as the primary service delivery interface between clients, business stakeholders, validation and quality specialists, testing teams, technology experts and external suppliers.\nManage service performance against agreed SLAs, KPIs, quality requirements and operational objectives.\nActively 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.\nMonitor delivery progress, risks, issues, dependencies and open decisions, ensuring timely resolution and transparent communication with clients and internal stakeholders.\nManage operational escalations and coordinate the relevant teams to resolve delivery issues and quality concerns.\nCoordinate change and release activities, ensuring that required testing, validation and approval processes are completed before implementation.\nParticipate in or co-lead service transitions, including service setup, knowledge transfer, process implementation and onboarding of delivery teams.\nManage capacity, resource allocation and competence requirements across the service delivery team.\nCoordinate cross-territory delivery and collaboration between client-facing teams, PwC delivery teams and external suppliers.\nEnsure that services are delivered in accordance with agreed quality requirements, validation governance, corporate policies and client standards.\nIdentify and implement continuous improvement opportunities to enhance service quality, delivery efficiency and scalability.\nDrive standardization, automation and reusable delivery assets to improve efficiency, scalability and client outcomes across Validation, Quality Assurance and Testing services.\nApply if you have:\nUnderstanding of Computer System Validation (CSV), risk-based validation, documentation requirements and traceability in regulated environments.\nExperience managing client-facing services, service governance, operational performance, escalations and multidisciplinary delivery teams.\nUnderstanding of ITIL or comparable service management practices.\nExperience managing SLAs, KPIs, reporting, service reviews, risks and continuous improvement initiatives.\nStrong capacity planning, resource coordination and team management capabilities.\nExperience in service transition, service setup, onboarding or knowledge transfer.\nExcellent stakeholder management and communication skills, with the ability to work effectively across clients, business teams, technical specialists and suppliers.\nPractical understanding of pharmaceutical or life sciences environments, including validation, quality assurance, testing or IT quality processes.\nStrong analytical and problem-solving skills, with a focus on resolving delivery issues and implementing sustainable improvements.\nUnderstanding of Agile or Scrum methodologies and iterative delivery models.\nVery good command of English.\nBachelor’s or Master’s degree in information technology, engineering, life sciences, quality management or a related field.\nNice to have:\nExperience delivering managed services for pharmaceutical or life sciences clients.\nExperience with GxP-relevant or otherwise regulated systems and processes.\nExperience with validation or testing tools such as Veeva Vault Validation or Tricentis.\nExperience with ServiceNow or another ITSM-class platform.\nITIL Foundation certification.\nUnderstanding of output-based or transaction-based managed services models.\nExperience supporting the scaling of a new service offering or delivery capability.\nKnowledge of German.\nBy joining us you gain:\nWork flexibility - hybrid working model, flexible start of the day, workation, sabbatical leave, \nDevelopment and upskilling - our full support during onboarding process, mentoring from experienced colleagues, training sessions, workshop and conversations with native speaker, \n 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, \nPossibility 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, \n3 paid hours for volunteering per month, \nAdditional paid Birthday Day off, \nAnd when you start enjoying PwC as much as we do, you may recommend your friend to work with us. \nRecruitment Process:\nApply,\nScreening call,\nLanguage assessment (optional),\nInterview I,\nInterview II,\nOffer.\nShould you have any questions, please do not hesitate to reach out to us: .\nYour personal data will be processed for recruitment purposes by PwC Business Services sp. z o.o. sp.k. or another PwC entity which runs a recruitment process - (list of entities). If you have given separate consent, data will also be processed for other purposes in accordance with the content of the consents granted. Full information about processing your personal data is available in the Privacy Policy.\n#LI-KP1 #LI-Hybrid","description_format":"text","description_chars":6323,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"German","level":"All levels","optional":true},{"language":"English","level":"All levels","optional":false}]},"benefits":["Cafeteria","Hybrid work"],"hiring_locations":[{"name":"Poland","iso":"PL","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Biotechnology","Financial Advisory, Valuation & Restructuring","Management Consulting","Tax Advisory & Preparation"],"lifecycle":[{"event":"open","at":"2026-11-08T06:33:42Z"}],"visa":[],"liveness":{"score":57,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":0.9,"age_days":10,"expected_fill_days":26,"reasons":["conf:6","stale_co","velocity","win:mid","comp:brand"],"computed_at":"2026-11-15T07:52:55Z"},"pay":null,"html_url":"https://alion.io/job/pwc-service-delivery-manager-pharma-managed-services-operations","json_url":"https://alion.io/job/pwc-service-delivery-manager-pharma-managed-services-operations.json","meta":{"generated_at":"2026-11-15T17:29:39Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":9685,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":5739},"rest":"https://alion.io/mcp/rest/get_company?id=5739"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fpwc-service-delivery-manager-pharma-managed-services-operations"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fpwc-service-delivery-manager-pharma-managed-services-operations"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fpwc-service-delivery-manager-pharma-managed-services-operations"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/pwc-service-delivery-manager-pharma-managed-services-operations\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpwc-service-delivery-manager-pharma-managed-services-operations"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3934993}},{"tool":"search_jobs","arguments":{"company":"pwc.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3934993},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}