Managed Services-Service Delivery Manager
Date: Dec 11, 2025
Location: Amman, JO
Company: PwC MiddleEast
About Us
With offices in 152 countries and nearly 328,000 professionals, we are one of the world’s leading professional services networks, helping organisations and individuals create lasting value through Assurance, Tax and Advisory services. For over 40 years, we have contributed to the Middle East’s transformation journey, partnering with governments and businesses to deliver sustainable solutions. Today, more than 12,000 of us across Bahrain, Egypt, Iraq, Jordan, Kuwait, Lebanon, Libya, Oman, Palestine, Qatar, Saudi Arabia and the UAE are shaping the region’s future.
Line of Service Overview
Internal Firm Services (IFS) is the trusted foundation of PwC, delivering innovative managed services and operational capabilities that enable our clients’ evolving needs. A career in IFS offers diverse opportunities across Human Capital, Finance, Technology, Clients & Markets, Marketing & Communications, Risk & Quality, Partner Development, Office Management, and Managed Services. We don’t just support the business—we shape it, driving strategies and initiatives that power growth and transformation across PwC Middle East.
Business Unit Overview
Managed Services is the delivery and execution business within PwC, providing operational solutions for clients. It brings the best of PwC’s advisory capabilities, our technology expertise and our operational delivery to help clients solve complex problems.
How You’ll Contribute
As a Service Delivery Manager you will be responsible for ensuring the efficient, high-quality, and timely delivery of core business support services—specifically Finance, Procurement, Human Resources (HR), and Information Technology (IT) delivery team. This role acts as a critical liaison between service teams and stakeholders, maintaining accountability for service standards, performance monitoring, and continuous improvement initiatives. The Service Delivery Manager ensures that these functions operate in alignment with organizational goals, compliance requirements, and customer satisfaction expectations.
Responsibilities include but are not limited to:
Service Oversight & Coordination:
- Manage the end-to-end delivery of Finance, Procurement, HR, and IT services.
- Ensure seamless coordination across departments to support business operations and strategic initiatives.
- Develop and implement service-level agreements (SLAs) and key performance indicators (KPIs).
Stakeholder Management:
- Serve as the primary point of contact for internal clients regarding service delivery issues.
- Collaborate with department heads and senior leadership to assess needs and resolve service-related concerns.
- Gather feedback and implement service improvements based on stakeholder input.
Performance Monitoring & Reporting:
- Track service delivery performance against defined KPIs and SLAs.
- Produce regular performance reports and dashboards for executive review.
- Identify service gaps and lead root cause analysis and remediation efforts.
- Process Improvement & Optimization:
- Drive process standardization and automation across support functions.
- Lead continuous improvement initiatives to enhance service quality, efficiency, and cost-effectiveness.
- Evaluate new tools and technologies that can optimize service delivery.
Risk & Compliance:
- Ensure adherence to internal policies, industry regulations, and compliance standards.
- Proactively manage risks related to data security, operational continuity, and service reliability.
Team Leadership:
- Provide leadership and direction to cross-functional service teams.
- Foster a collaborative and service-oriented culture across all delivery areas.
- Support talent development and succession planning within service teams.
What You’ll Bring
Qualifications:
- 8–12 years of experience in service delivery or operations management, preferably within shared services or a corporate services environment.
- Bachelor’s degree in business administration, Management, MIS or a related field.
- Proven experience managing Finance, Procurement, HR, and/or IT service teams.
- Strong understanding of business processes, systems, and compliance requirements in the relevant domains.
- Excellent organizational, analytical, and problem-solving skills.
- Outstanding communication and stakeholder engagement abilities.
- Project management certification (e.g., PMP, PRINCE2) is a plus.
- ITIL or other service management certification is desirable.
Key Competencies:
- Strategic thinking and execution
- Service-oriented mindset
- Strong leadership and interpersonal skills
- Data-driven decision-making
- Change management
- Continuous improvement focus
Travel Requirements: Your flexibility to travel 100% of the time to Syria throughout the duration of the project. This means we may require you to work away from your base office location on a regular basis and overnight stays is required. Where possible, we will take your preferences into account and strike a balance between meeting your career development/personal needs and those of the business and our clients.
How You’ll Make a Difference
At PwC Midde East, we expect all our people to embody the skills and behaviours of The PwC Professional framework, helping us deliver on our strategy while growing and developing as leaders at every level.
Why You’ll Love Working at PwC
At PwC Middle East, you’ll find more than just a job - you’ll build a meaningful career, supported by rewards and benefits that help you thrive. We offer competitive pay, comprehensive benefits, and programs that promote well-being, balance, and personal growth. You’ll have access to continuous learning, digital upskilling, and a collaborative environment that values innovation, mentorship, and diversity. Are you ready to make a difference? Want to unlock new value by applying your unique perspective and talents? You can grow exponentially here. Discover more about Life at PwC Middle East.