Customer Managed Services - Delivery Director

About the role

The Delivery Lead is accountable for the end-to-end delivery health of a portfolio of large, complex customer operations managed service engagements. The role is responsible for ensuring delivery excellence across transition and run, safeguarding commercial outcomes, driving continuous improvement and transformation, and leading high-performing, global delivery teams in line with PwC Operate’s Delivery Standards.

The Delivery Lead acts as a senior operational specialist and trusted advisor to clients, Partners, and internal stakeholders, ensuring services are delivered efficiently, compliantly, and to contracted service levels while protecting margin and enhancing client satisfaction.

The Delivery Lead represents the delivery voice in market-facing discussions, working alongside account and pursuit teams to shape credible client propositions and ensure delivery feasibility, operational risks and commercial implications inform commitments from the outset.

What your days will look like:

- Oversee the end-to-end delivery health, of a large portfolio of complex customer operations managed service engagements.

- Ensure delivery excellence across transition and run, safeguard commercial outcomes, and drive continuous improvement and transformation.

- Establish robust delivery governance across the portfolio, proactively managing operational risks, dependencies, escalations, and adherence to agreed service levels.

- Lead high-performing, global delivery teams in alignment with PwC Operates Delivery Standards.

- Serve as a senior operational specialist and trusted advisor to senior clients and internal stakeholders, ensuring efficient, compliant service delivery to contracted levels, protecting margin, and enhancing client satisfaction

- Monitor financial and operational performance across engagements, using service, client, and commercial insights to protect margin, improve efficiency, and identify opportunities for value creation.

This role is for you if:

- Experience leading large, complex customer operations managed service engagements (£5m–£20m p/a) with full delivery responsibility.

- Strong delivery leadership across transition and run, ensuring quality, stability, SLA performance, people engagement and client satisfaction.

- Proven ability to manage delivery budgets, improving operational efficiency, optimise margins, and oversee multi‑location delivery teams.

- Skilled in supporting and executing transition plans, including risk, resource, and operational planning.

- Experience representing the delivery voice in market-facing client discussions, working alongside account and pursuit teams to shape credible managed service propositions and explain how delivery will achieve client outcomes.

- Proven ability to assess and constructively challenge delivery models, resourcing, transition timelines, service levels, client dependencies and commercial assumptions before commitments are agreed, translating operational complexity into clear choices and achievable commitments.

- Experience bringing delivery evidence, operational insights and lessons learned into client workshops, proposals and renewal discussions to build confidence, demonstrate value and support sustainable service expansion.

- Inclusive, high‑performance people leader who develops capability, succession, and a culture of accountability and excellence.

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.