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PwC
Managing Director – Customer Managed ServicesPwC • London, Ontario, Canada
Managing Director – Customer Managed Services

Managing Director – Customer Managed Services

PwC • London, Ontario, Canada
30+ days ago
Job type
  • Full-time
Job description

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.

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Managing Director – Customer Managed Services • London, Ontario, Canada

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