Service Management Officer – Managed Services, Director

PwC

Service Management Officer managing delivery across finance and cyber services at PwC Australia. Responsible for operational performance and client satisfaction across managed service towers.

Posted 7/2/2026full-timeMelbourne • 🇦🇺 AustraliaLeadWebsite

About the role

Key responsibilities & impact

Own operational performance across all managed service towers, initially Finance and Cyber.
Ensure consistent delivery against service levels, KPIs and contractual obligations.
Establish and run operational, tactical and strategic service governance forums.
Drive a culture of accountability, performance and client-centricity across delivery teams.
Design and embed a scalable, repeatable operating model across all offerings.
Standardise processes, runbooks and ways of working while allowing for tower-specific requirements.
Define and maintain the service catalogue in partnership with offering owners.
Oversee transition and onboarding of new clients into the managed service.
Ensure effective knowledge transfer, due diligence and stabilisation phases.
Manage operational readiness for new offerings and clients before go-live.
Take accountability for operational P&L, cost-to-serve and margin management across services.
Drive efficiency, utilisation and productivity improvements.
Establish performance dashboards and reporting for clients and internal stakeholders.
Lead continuous improvement initiatives across automation, efficiency and quality.
Ensure operational compliance with relevant regulatory and contractual obligations, including the Privacy Act, APRA CPS 234, SOCI, payroll legislation and Fair Work requirements.
Build and lead a high-performing operations and delivery organisation.

Requirements

What you’ll need

Senior operational leadership experience, ideally 10+ years, within managed services, BPO or shared services.
Proven track record running multi-tower or multi-service delivery at scale.
Strong commercial acumen, including ownership of P&L and margin improvement in a services business.
Experience designing and scaling operating models from build to run.
Demonstrated success in client transition, onboarding and service management.
Exposure across relevant service towers, including Finance, Payroll, HR and Cyber.
ITIL or service management certification.
Experience operating in a regulated environment, such as financial services, government or critical infrastructure.
Background in building a new capability, including greenfield or start-up environments within an enterprise.
Strategic thinker with the ability to execute operationally.
Strong client orientation and relationship management capability.
Data-driven decision maker.
Ability to build and lead high-performing, cross-functional teams.
Comfortable operating with ambiguity and building from the ground up.
Excellent communicator and influencer at executive and client level.

Benefits

Comp & perks

Leadership development programs and executive coaching designed to help you inspire teams and accelerate your career growth.
A culture valuing diverse perspectives, empowering leaders to drive innovation and collaboration, learn more about our commitment to Inclusion and Diversity and First Nations Prosperity.
A world-class parental leave policy offering up to 26 weeks of leave for caregivers, supporting your family and personal life.
Flexibility means trusting you to choose when, where, and how you work, balancing what’s best for you, your team, and your clients to grow and thrive together.
Being part of a community united by purpose, delivering impact that reaches clients, communities, and the future you’re shaping.
We know that perks are as important as your financial rewards. Explore all the benefits that PwC has to offer here.

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Applicant Tracking System Keywords

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Hard Skills & Tools

Operational Performance ManagementService Level Agreement ComplianceProcess StandardizationPerformance Dashboard CreationOperational Readiness ManagementCost-to-Serve AnalysisMulti-Service Delivery ManagementContinuous Improvement InitiativesData-Driven Decision MakingService Catalogue Definition

Soft Skills

Client OrientationRelationship ManagementStrategic ThinkingExcellent CommunicationInfluencing Skills

Certifications

ITIL Certification