Delivery Excellence Manager - Associate Director - Managed Services

Job Overview (Māori: Ngā kōrero mo tēnei tūranga / About the role):Launching our Managed Services practice, you will deliver specialist, ongoing services that create real, tangible value for clients who see PwC as a trusted partner. You will work in structured, repeatable roles, build deep expertise, and develop long‑term client relationships—supported by PwC’s global reach, leading technology and continuous learning.

• Accountable for driving standardisation, efficiency and continuous improvement across Managed Services engagements, embedding consistent processes, playbooks and performance disciplines that support repeatable, scalable, and commercially sustainable delivery.
• Responsible for establishing and maintaining core delivery standards, process maps, playbooks, templates, governance cadences, performance measures and continuous improvement practices.

• Minimum of 5‑7 years’ experience in managed services, service delivery, operations, delivery excellence, transformation, consulting or a related environment.
• Strong understanding of managed services operating models, service operations, service transition, operational governance, SLA management, KPI management, reporting and continuous improvement.
• Proven ability to design, embed and improve repeatable delivery processes, operational playbooks, governance cadences, templates and performance‑management disciplines.
• Experience working across service towers, architecture, delivery leads, technical teams and enabling functions to improve consistency, efficiency and delivery quality.
• Strong commercial awareness and ability to link delivery performance, resourcing models, service quality, margin, client commitments and operational scalability.
• Ability to identify inefficiencies, duplication, rework, manual effort and opportunities to improve cost‑to‑serve, scalability and service quality.
• Desirable certifications or training in ITIL, service management, process improvement, Lean, Six Sigma, agile delivery, project delivery, operating‑model design or similar disciplines.
• Experience with service‑management platforms, workflow tools, reporting tools, process mapping, automation or portfolio performance reporting.
• Training or experience in managed services, operational governance, performance management, quality, risk, data, automation or AI‑enabled service delivery.

• Discretionary bonus opportunities; generous referral bonuses; retail discounts & deals.
• Global network, leadership development, AI tools and training, formal learning pathways.
• $250 annual wellbeing allowance; life & income protection; Sonder/EAP/Headspace; 15 days paid sick leave; group‑rate health insurance (eligibility applies).
• Reputation advantage – PwC is known for shaping tomorrow.
• Flexible working; supportive coaching culture.
• Two paid recognition days off each year during the annual summer shutdown period; option to purchase up to two extra weeks annual leave.
• Paid parental leave for all parents with flexible options and financial planning support; inclusive networks; paid volunteering leave.

Wellington (Pōneke) or Auckland (Tāmaki Makaurau)

Up to 20% travel.

Available for suitable candidates.