Head of Global Delivery – PwC’s Operate

Location UK / Belfast

Job Type Permanent full-time

Salary Negotiable

Updated 3 days ago

Reference 1406003

 Job Description

The main purpose of this role is to strengthen the leadership team in an operation that continues to experience significant growth and success by taking the operational lead in building out Operate’s delivery capability in offshore locations.

About PwC Operate

PwC’s Operate delivers operational and managed services solutions to clients across a range of situations often associated with their regulatory, risk and/or compliance agendas. We bring together regulatory insight, highly skilled operational resource and an unrivalled technology offering to provide a high quality and cost effective solution to operational delivery challenges.

Our capabilities stretch across a number of business pillars including Financial Crime Operations, Compliance Operations, Augment and Customer Management. We have almost 1,200 people located in our purpose built, secure delivery centre in Belfast and across our regional offices in London, Manchester, Glasgow and Edinburgh; as well as on a range of client sites.

Job Purpose

The main purpose of this role is to strengthen the leadership team in an operation that continues to experience significant growth and success by taking the operational lead in building out Operate’s delivery capability in offshore locations which may be wholly or partially owned by PwC UK, or third parties.

Key Responsibilities:

  • Develop relationships across the existing network of PwC Global delivery centres, including centres in CEE and Asia, to identify location options to support the delivery of  large programmes.

  • Oversee the planning, managing and execution of the transition of roles from one location to another or the establishment of new operational programmes of work to deliver relevant, cost effective and process efficient solutions that meet client needs and objectives across multiple global locations.

  • Help design and establish governance and reporting frameworks that accurately articulate performance to clients, ensuring all programmes meet with contractual obligations and standards as well as budget and timescales.

  • Work collaboratively with enablement teams (resourcing, recruitment, capability and development and people and performance).

  • Be familiar with and understand the efficiencies that can be gained from productivity improvement methodologies including Lean and use of technology / RPA.  

  • Network within target industry sectors and be aware of their trends and issues, building relationships with key decision makers in prospect clients and being visible at relevant events.

  • Personally maintain strong professional relationships with key client stakeholders.

  • Be responsible for managing the commercial relationships with other entities in the PwC network and potentially external third parties.

  • Help to position the Operate capability as a key delivery resource for the rest of PwC globally.  Develop Operate’s profile within the global PwC network.

Person Specification


  • Experience of operating at senior management level within a large scale complex operations environment (e.g. professional services, contact centre, manufacturing or managed services sectors).

  • Evidence of using technology, automation and process change to drive transformation and efficiency.

  • Demonstrable success as a senior leader and of managing and developing large high performing teams.

  • A track record of success setting up and running operations, demonstrating strategic outlook, commercial acumen and business planning.


  • Previous senior experience of managing the relocation of operations or delivery centres from one location to another preferably on a global scale.

  • Previous senior experience of managing offshore teams and / or third party contractual relationships.

  • Relevant third level qualification

  • Experience within the financial services sector.

  • Experience leading teams across multiple sites.

Professional Attributes

  • Effective leadership skills

  • Commercial acumen

  • Ability to develop and nurture relationships

  • Ambitious and driven by success

  • High level of computer literacy

Additional Requirements

  • The role will be based in Belfast but must be able to travel overseas.

What is in it for you?

This is a fast-paced, challenging environment which can provide you with a rewarding and stimulating career. You will work with well-known, global clients and have opportunities to further develop both technical and softer skills. You will be a key member in a dynamic and expanding team, where there is a strong emphasis on encouraging, developing and retaining our people. We have a dedicated Capability and Development team who are committed to developing you and the wider team through structured training programmes.

Closing date for applications is Monday 6th May 2019 at 5.00pm.