Service Delivery Manager - Senior Manager - Managed Services

Kia Ora,  

It’s an incredibly exciting time to join PwC New Zealand. We’re investing in the digital upskilling of all our staff, putting technology at the forefront of our solutions.    

Ngā Kōrero mo tēnei tūranga / About the role 

Join our team in Pōneke / Wellington as a Service Delivery Manager, where you'll play a pivotal role in overseeing a nationally significant platform 

Launch your career with PwC as we grow our Managed Services practice. You’ll deliver ongoing, specialist services that create real, tangible value for clients who see us as trusted partners. Work in structured, repeatable roles, build deep expertise, and develop long-term client relationships — all backed by PwC’s global reach, leading technology and continuous learning.  

You will lead the management of services and service analysts to ensure seamless ticket allocation, meet SLAs, and guide resolutions effectively. Key responsibilities include: 

• Managing service operations with a focus on ITIL processes and tool proficiency. 

• Ensuring strong IT and ticket management, workflows, and SLAs are in place. 

• Aligning service performance with stakeholder expectations and managing successful implementations leading up to UAT. 

• Overseeing day-to-day client operations while coordinating between onshore and offshore teams to support a 24/7 model. This role has a work schedule that includes on-call hours.  

• Providing significant leadership and oversight to drive results and continuous improvement. 

Ngā pūkenga ka kawea mai e koe, ka whakawhanakehia rānei i tēnei tūranga  / Skills you will bring or develop in this role 

We are looking for experienced professionals in service delivery or program operations leadership. Key qualifications and skills include: 

• Proficiency in ITIL4 and strong IT tool usage for ticket management. 

• A demonstrated track record of coordinating cross-functional teams across different geographies. 

• Proven ability to engage effectively in both technical and executive-level discussions. 

• Government or professional services experience is preferred. 

• Strong leadership skills with a focus on stakeholder management and service excellence. 

• Experience in managing large-scale, managed service environments with an emphasis on continuous improvement and operational readiness. 

• Knowledge and experience across Salesforce, Mulesoft and Adode would be an advantage 

Ngā āhuatanga hirahira o te mahi ki PwC / Highlights of working at PwC NZ 

• Rewards - Discretionary bonus opportunities; generous referral bonuses; retail discounts & deals 

• Growth - Global network; leadership development; A.I. tools and training; formal learning pathways 

• Wellbeing - $250 annual wellbeing allowance; Life & income protection; Sonder/EAP/Headspace; 15 days’ paid sick leave; group-rate health insurance (eligibility applies) 

• Reputation - PwC is known for shaping tomorrow. Join us and you’ll accelerate your career while helping clients and communities solve their most important problems. 

• Flexibility - Flexible working; supportive coaching culture 

• Time off - Two paid recognition days off provided each year during our annual summer shutdown period; purchase up to two extra weeks’ annual leave 

• Whānau & community - Paid parental leave for all parents with flexible options and financial planning support; inclusive networks; paid volunteering leave 

Mo te aha tāu e tatari ana? / What are you waiting for? 

At PwC, we support you through a range of financial and non-financial rewards and benefits. Discover a life that works for you with our diverse, inclusive and flexible culture. To learn how you can grow and shine in your career at PwC, please visit:  https://www.pwc.co.nz/careers.html   

Mana motuhake / Independence 

Maintaining independence is fundamental to demonstrating that PwC has not been influenced by any relationships or situations that undermine our objectivity. This role requires an independence review process.