Tech Service Delivery Lead (SDL)

PricewaterhouseCoopers

Roles and Responsibilities:

Daily tasks and delivery expectation

Service Delivery Leadership

• Own end-to-end service delivery for assigned clients or programs, ensuring performance meets contractual obligations and SLA/KPI targets.

• Lead service integration across multiple technology towers (e.g., cloud, cyber, AES, ITSM, Data Analytics).

• Ensure high standards of delivery through structured governance, proactive issue resolution, and stakeholder engagement.

Client Engagement & Relationship Management

• Serve as the primary delivery contact for client executives and service stakeholders.

• Conduct regular service reviews and executive updates to communicate performance, risk mitigation, and strategic opportunities.

• Drive client satisfaction and identify areas for value creation and service expansion.

Governance & Reporting

• Implement and maintain robust governance frameworks, delivery playbooks, and escalation paths.

• Manage delivery performance dashboards, quality trackers, and resource health reports.

• Coordinate with PMO and workstream leads to ensure visibility on progress, risks, and dependencies.

Operational Excellence

• Drive continuous improvement initiatives across delivery practices and service operations.

• Support audits, compliance checks, and adherence to internal and client-specific standards (e.g., ISO, ITIL, cloud governance).

• Monitor service health and coordinate root cause analysis and corrective actions.

Team & Resource Management

• Lead and mentor delivery teams across multiple geographies.

• Work with Workforce Management and Resourcing to ensure capacity, competency, and onboarding of delivery resources.

• Champion a high-performance culture and support talent development.

Expected Skills:

Specific learned abilities or technical skills

Required Skills & Experience

• Proven experience managing large-scale or multi-tower service engagements in consulting, IT services, or digital transformation.

• Strong knowledge of ITIL, Agile delivery models, and hybrid delivery environments.

• Demonstrated ability to manage client relationships, service quality, and delivery governance.

• Experience working with cross-regional teams is highly preferred.

• PMP, ITIL, SAFe, or similar certifications are a plus.

Expected Competencies:

Values, behaviors & attitude

• Leadership

• Strategic mindset

• Stakeholder management

• Ability to influence

• Communicate with impact

• Project management

• Results driven

• Drive organizational excellence

Required Language Skills:

Proficient in written and spoken English. Arabic is a plus