At a Glance
- Tasks: Lead and scale PwC’s Customer Managed Services business, focusing on customer contact services.
- Company: Join PwC, a leader in innovative technology solutions and customer operations.
- Benefits: Competitive salary, career growth opportunities, and a dynamic work environment.
- Other info: Collaborate with top professionals and drive impactful change in a fast-paced industry.
- Why this job: Shape the future of customer service with cutting-edge technology and strategic leadership.
- Qualifications: Proven senior leadership experience in managed services and strong commercial acumen.
The predicted salary is between 63000 - 77000 £ per year.
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.
Managing Director – Customer Managed Services in Birmingham employer: PwC
PwC UK is an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration within the legal sector. With flexible working arrangements and comprehensive benefits like private medical cover, employees are empowered to achieve a healthy work-life balance while pursuing meaningful career growth opportunities. Joining PwC means being part of a forward-thinking team dedicated to transforming the legal landscape, making it a rewarding place for professionals seeking to make a significant impact.
StudySmarter Expert Advice🤫
We think this is how you could land Managing Director – Customer Managed Services in Birmingham
✨Tip Number 1: Get Involved in Consulting Case Competitions
Look for case competitions hosted by universities and consulting firms. They’re a fab way to showcase your problem-solving skills and meet industry players. Plus, winning one can seriously boost your CV, which we know is key when applying for roles like Managing Director – Customer Managed Services at PwC!
✨Tip Number 2: Leverage Alumni Networks
Tap into your university’s alumni network; many consultants love to help out new talent. Reach out to alumni who are working in management consulting, they might have insider knowledge about openings at firms like PwC or be willing to refer you for that Managing Director – Customer Managed Services position!
✨Tip Number 3: Attend Industry Events and Conferences
Keep an eye on management consulting events, workshops, or panels. These are prime opportunities to network with top professionals and get your name out there. You might even bump into someone from PwC who’s on the lookout for their next Managing Director – Customer Managed Services star!
✨Tip Number 4: Polish Your Consulting Skills Online
Engage with online platforms that offer consulting simulations or courses. Prove your chops by completing relevant projects — this not only beefs up your experience but also gives you concrete examples to chat about during interviews for that full-time Managing Director – Customer Managed Services role at PwC!
We think you need these skills to ace Managing Director – Customer Managed Services in Birmingham
Some tips for your application 🫡
Show Your Problem-Solving Skills:In management consulting, it's all about problem-solving—so make sure your CV highlights your analytical and critical thinking skills. Include examples from your studies or previous roles where you tackled complex issues or came up with innovative solutions. Quantify your achievements whenever possible to demonstrate your impact!
Tailor Your Cover Letter:Your cover letter is your chance to explain why you're a perfect fit for the consulting world. Focus on your motivation for joining the industry and how your skills align with the requirements of the role at PwC. Remember to mention any relevant coursework or projects that showcase your understanding of strategic frameworks or business models!
Highlight Team Experience:Consultants often work in teams, so it's vital to showcase your collaborative skills. Include experiences where you've worked effectively with others, whether in academic group projects or internships. Discuss your role in the team and how you helped achieve common goals, demonstrating you can thrive in a consultancy environment.
Professionalise Your Online Presence:Make sure your LinkedIn and any other professional profiles are up to date, reflecting your career aspirations in management consulting. Connect with industry professionals and follow relevant groups—show you’re serious about entering this field. Applying through our website is a great way to get noticed, so showcase your personality and enthusiasm there!
How to prepare for a job interview at PwC
✨Master the Case Study Game
In management consulting, case study interviews are all the rage. Make sure to practice structuring your thoughts and analysing data on the fly. Use resources like example case studies to get comfortable with frameworks and solutions. Remember, it’s not just about getting the right answer but showcasing your thought process, so talk us through your reasoning!
✨Know Your Numbers
Be prepared for some numerical and analytical questions. Brush up on your mental math and be ready to interpret data from charts or graphs. We might throw some business scenarios at you that require a quick turnaround on numerical analysis, so practice these skills to feel confident and swift!
✨Show Your Leadership Flair
As this is a full-time role, we want to see your potential as a seasoned consultant. Be ready to discuss experiences where you've led a project or a team. Think about times you've influenced decisions or navigated challenges—this is your chance to show how you can thrive in a fast-paced, collaborative environment.
✨Be a Cultural Fit
We’re not just looking for brains; we want to see if you vibe with our company culture at PwC. Prepare to share how your values align with ours. Have a think about what makes a great team environment for you and how you can contribute to that. A good cultural fit goes a long way in management consulting!
