At PwC, our people in software and product innovation focus on developing cutting-edge software solutions and driving product innovation to meet the evolving needs of clients. These individuals combine technical experience with creative thinking to deliver innovative software products and solutions. In technology delivery at PwC, you will focus on implementing and delivering innovative technology solutions to clients, enabling seamless integration and efficient project execution. You will manage the end-to-end delivery process and collaborate with cross-functional teams to drive successful technology implementations.
About PwC Customer Managed Services
Organisations are increasingly turning to Customer Managed Services to improve service quality, resilience and efficiency across customer contact and customer operations. PwC’s Customer Managed Services business supports clients to modernise and operate customer-facing functions through technology-enabled, scalable managed service models.
PwC Customer Managed Services combines deep customer operations expertise, Operate-enabled delivery and advanced technology, including automation, AI and data-led insight, to deliver consistent, high-quality outcomes for clients. With strong market demand and a growing pipeline, particularly in the public sector, the business is entering a focused growth phase, expanding its managed services footprint and strengthening recurring revenue streams.
For senior leaders, this role offers the opportunity to shape and scale a market-leading Customer Managed Services business, strengthening PwC’s position as a trusted long-term partner to clients while delivering sustainable commercial impact.
About the role
The Managing Director – Customer Managed Services will lead and scale PwC’s Customer Managed Services business, with a particular focus on customer contact services. The role provides strategic direction, commercial leadership and operational oversight to drive profitable growth, high-quality delivery and market differentiation.
The Managing Director is accountable for strengthening PwC’s position in the Customer Managed Services market by expanding managed service capabilities, evolving the proposition in line with client and market expectations, and embedding efficient, technology-enabled delivery models. The role works closely with Partners, Managing Directors and leaders across Consulting, Operate and Markets to shape integrated solutions and unlock cross-firm opportunities.
Key Responsibilities
- Provide strategic, commercial and operational leadership for PwC’s Customer Managed Services business, with an initial focus on customer contact services.
- Lead end-to-end operational performance across Customer Managed Services client engagements, ensuring high-quality delivery, consistency, efficiency and continuous improvement.
- Drive profitable growth through expansion of the managed services footprint, development of new markets and deeper penetration of existing client accounts.
- Own commercial performance, including responsibility for achieving c.£10m annual sales targets and c.£5m gross revenue across Customer Managed Services offerings.
- Strengthen PwC’s market position by developing differentiated value propositions, enhancing thought leadership and building trusted C-suite client relationships.
- Collaborate with Partners, Managing Directors and teams across Consulting and Operate to shape integrated, technology-enabled solutions and unlock cross-sector opportunities.
- Embed standardisation, automation, AI-enabled delivery and data-led insight to improve productivity, reduce cost and enhance operational efficiency.
- Ensure strong governance, risk management, quality controls and compliance across multi-million-pound delivery portfolios within a matrix management environment.
- Build and sustain a culture of continuous improvement, innovation and operational excellence across multidisciplinary delivery teams.
The skills and experience we’re looking for
- Proven senior leadership experience in building and scaling Customer Managed Services or comparable managed service offerings, ideally with customer contact or customer operations scope.
- Strong commercial acumen, including ownership of multi-million-pound sales and revenue targets and accountability for profitable growth.
- Deep expertise in customer operations and managed service delivery, with the ability to drive consistency, efficiency and quality at scale.
- Ability to develop and articulate compelling value propositions and establish trusted-advisor relationships with senior client stakeholders, including C-suite executives.
- Strong collaboration and influencing skills, with experience working across Consulting, Operate and Markets within a matrix organisation.
- Experience embedding technology-enabled delivery models, including automation, AI, analytics and standardised processes, to improve productivity and service outcomes.
- Demonstrated capability in governance, risk management and quality control across large-scale, complex delivery portfolios.
- Leadership capability to inspire teams, drive change and embed a culture of continuous improvement and innovation.
