Service Management Officer – Managed Services | Director

The Service Management Officer (SMO) is accountable for the end-to-end operational delivery and performance of the managed services capability across all offerings, including Finance, Cyber, Application and other future managed services. The role ensures services are delivered to contracted service levels, are commercially sustainable, scalable and consistently meet client expectations.

The SMO translates strategy into operational reality by building the delivery engine, processes and operating model that underpin a multi-tower managed services business.

Why PwC?

At PwC Australia, your skills meet purpose. We tackle big challenges across industries like finance, technology, energy, and health - giving you the chance to make a real impact. Here, your growth is our priority. You’ll work with leading teams, explore new technologies, and unlock your full potential.

Join a global community of more than 370,000 people who value bold ideas, collaboration, and lasting change. Together, we’re building trust and shaping the future.

What you’ll do:

1. Operational Leadership and Service Delivery

• 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.

2. Operating Model and Process Design

• 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.

• Establish a consistent service management framework aligned to ITIL and industry best practice.

3. Client Onboarding and Service Transition

• 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.

4. Commercial and Financial Management

• Take accountability for operational P&L, cost-to-serve and margin management across services.

• Drive efficiency, utilisation and productivity improvements.

• Support pricing, scoping and commercial models with the Managed Services Leader and offering owners.

• Manage capacity planning and resource forecasting.

5. Performance, Reporting and Continuous Improvement

• Establish performance dashboards and reporting for clients and internal stakeholders.

• Lead continuous improvement initiatives across automation, efficiency and quality.

• Own service quality, root cause analysis and remediation of systemic issues.

• Drive client satisfaction and retention through delivery excellence.

6. Risk, Compliance and Governance

• Ensure operational compliance with relevant regulatory and contractual obligations, including the Privacy Act, APRA CPS 234, SOCI, payroll legislation and Fair Work requirements.

• Manage operational risk, business continuity, incident response and escalation management.

• Work with the CTO on data security, sovereignty and platform resilience.

7. People and Capability

• Build and lead a high-performing operations and delivery organisation.

• Partner with the CPO on workforce planning, capability uplift and resourcing models.

• Foster a culture of collaboration across service towers and the broader SMO.

8. Scaling and Growth

• Build operational scalability to support growth in clients, offerings and geographies.

• Support new offering development and go-to-market activity in partnership with the Managed Services Leader and offering owners.

• Identify and realise cross-tower synergies across shared functions, tooling and processes.

What we’re looking for:

Core skills

• 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.

Desirable skills

• 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.

Leadership Attributes

• 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.

Don't meet every requirement? We encourage you to apply. We value all forms of experience that may be transferrable and relevant.

What you’ll gain:

• 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.

Ready to grow here and go further? Join PwC Australia as a Service Management Officer – Managed Services | Director and make an impact that goes beyond the expected. Apply now and take your next step with a team shaping the future.

We’re committed to treating all our job applicants fairly and with respect, irrespective of their actual or assumed background, disability, neurodivergence, or any other protected characteristic and to maintaining a safe, respectful workplace for everyone. We want you to have every opportunity to thrive in our selection process. In the application form, you can let us know what adjustments you require during our recruitment process and/or any workplace accommodations you anticipate needing to help you perform your role.

No agencies please: We kindly request that recruitment agencies do not submit CVs in response to this advertisement. We are only accepting applications directly from individuals.