AES Service Delivery Lead - Senior Manager

Line of Service

Advisory

Industry/Sector

Technology

Specialism

Technology Strategy

Management Level

Senior Manager

Job Description & Summary

About the Role:

Join PwC as an AES Service Delivery Lead, taking senior operational ownership for the delivery and continued growth of our managed services portfolio. You’ll lead Service Delivery and Customer Success teams, ensuring high standards across service performance, client satisfaction, risk, compliance and commercial outcomes. Working across UK and global delivery teams, you’ll shape scalable operational frameworks aligned to ITIL and ISO 20000-1, strengthen service governance and oversee the transition of new services into BAU. You’ll also help define the future of AES, using AI, automation and continuous improvement to create more proactive, intelligent and value-led managed services.

What your days will look like:

• Lead end-to-end AES service delivery, ensuring managed services achieve strong client outcomes and meet agreed SLAs, quality, risk and compliance standards.
• Lead and develop Service Delivery and Customer Success teams, providing senior oversight, coaching and support for client relationships, service performance and escalations.
• Own and evolve AES service management, maintaining alignment with ITIL and ISO 20000-1 while overseeing governance, mobilisation, transition and continuous improvement.
• Shape the future of AES delivery, using AI, automation and standardisation while aligning capacity and capability across UK and global teams to support sustainable growth.

This role is for you if:

• Strong technology and service delivery leadership skills, with the ability to oversee complex application managed services across multiple clients, platforms and technology environments.
• ITIL certified, ideally ITIL 4 Managing Professional, with practical knowledge of service governance, continuous improvement, SLAs, XLAs, KPIs, risk and compliance.
• Effective people leadership skills, supporting Service Delivery, Customer Success and technical teams across UK, nearshore and offshore delivery models.
• Commercial awareness, with the ability to manage P&L, improve profitability and contribute to bids, RFPs and the design of scalable, sustainable managed services.
• Excellent client and stakeholder management skills, building trusted senior relationships, managing escalations and identifying opportunities to improve and evolve services.
• Strong technology awareness, with familiarity across Oracle, Microsoft and/or Salesforce, plus cloud, SaaS, AI and automation. Familiarity with ServiceNow ITSM, including using its functionality to create meaningful dashboards, reporting and service insights.

What you’ll receive from us: 

No matter where you may be in your career or personal life, our benefits are designed to add value and support, recognising and rewarding you fairly for your contributions. We offer a range of benefits including empowered flexibility and a working week split between office, home and client site; private medical cover and 24/7 access to a qualified virtual GP; six volunteering days a year and much more. 

We offer a range of benefits including empowered flexibility and a working week split between office, home and client site; private medical cover and 24/7 access to a qualified virtual GP; six volunteering days a year and much more.

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, AI Fluency, AI-Human Collaboration, Analytical Thinking, Business Process Outsourcing, Claims Performance Management, Coaching and Feedback, Communication, Complaint Management, Compliance Auditing, Compliance Review, Contract Review, Corrective Actions, Creativity, Customer Data Management (CDM), Customer Due Diligence, Customer Handling, Data Entry, Data Quality, Data Quality Assessment, Delivery Excellence, Digital Tooling, Embracing Change {+ 31 more}

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Up to 20%

Available for Work Visa Sponsorship?

No

Government Clearance Required?

No

Job Posting End Date