PricewaterhouseCoopers

Line of Service

Internal Firm Services

Industry/Sector

Not Applicable

Specialism

Operations

Management Level

Senior Manager

Job Description & Summary

At PwC, our people in information technology operations focus on managing and maintaining the technology infrastructure and systems to provide smooth operations and efficient delivery of IT services. This includes monitoring network performance, troubleshooting issues, and implementing security measures.

In service management at PwC, you will focus on overseeing and confirming the delivery of quality and timely services. You will monitor vendor compliance with contractual agreements for service quality, availability, and reliability, manage the business and delivery of services, and lead service recovery in case of major incidents.

Why PWC

At PwC, you will be part of a vibrant community of solvers that leads with trust and creates distinctive outcomes for our clients and communities. This purpose-led and values-driven work, powered by technology in an environment that drives innovation, will enable you to make a tangible impact in the real world. We reward your contributions, support your wellbeing, and offer inclusive benefits, flexibility programmes and mentorship that will help you thrive in work and life. Together, we grow, learn, care, collaborate, and create a future of infinite experiences for each other. Learn more about us.

At PwC, we believe in providing equal employment opportunities, without any discrimination on the grounds of gender, ethnic background, age, disability, marital status, sexual orientation, pregnancy, gender identity or expression, religion or other beliefs, perceived differences and status protected by law. We strive to create an environment where each one of our people can bring their true selves and contribute to their personal growth and the firm’s growth. To enable this, we have zero tolerance for any discrimination and harassment based on the above considerations.

Job Description & Summary:

A career in Information Technology will provide you with the opportunity to support our core business functions by deploying processes to enable our IT Service management activities, including Change and Release Management

Responsibilities:

• Understanding and in depth knowledge of IT Service Management industry leading practices (ITIL), and SDLC Methodology;
• Coordinating and/or playing a key role in ServiceNow product support, implementation, or process ownership;
• Maintaining continuity of technical knowledge that is significant to the successful operation of a particular business area;
• Aligning with product support including knowledge sharing and maturation of product support model
• Possessing experience with business change and community champion programs involving the ServiceNow platform;
• Maintaining knowledge of product enhancements, vendor road maps, and product user community discussions;
• Supporting stakeholders and customers through product releases and platform upgrades;
• Performing data analysis to build actions plans toward IT Service Management adoption aligned to PwC Technology strategy;
• Maintaining and improving stakeholder communication channels (Sharepoint, distribution groups, etc);
• Coordinating and collaborating with a diverse global team to achieve outcomes;
• Coordinating or supporting product updates and changes to the platform;
• Supporting the creation and maintenance of product roadmaps;
• Communicating and presenting business and technical information cogently to a wide variety of audiences;
• Operating with independent authority and good judgment to resolve technical issues that pertain to the business applications under their area of responsibility;
• Leading teams in a rapidly changing environment including performance management, coaching for development, and resource assignment; and,
• Mentoring operations or technical team members to increase business acumen including the ability to effectively communicate.

Mandatory skill sets:

• Understanding and in depth knowledge of IT Service Management industry leading practices (ITIL), and SDLC Methodology;

Preferred skill sets:

• ITIL Foundations v4 or higher certification
• Agile & Scrum
• Six Sigma yellow/green belt
• Data Analytics

Azure DevOps

Years of experience required:

12+ years and above.

Education qualification:

Any UG/PG

Education (if blank, degree and/or field of study not specified)

Degrees/Field of Study required: Master Degree, Bachelor Degree

Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills

ITSM

Optional Skills

Accepting Feedback, Accepting Feedback, Active Listening, Analytical Thinking, Coaching and Feedback, Communication, Communications Planning, Conflict Resolution, Contract Management, Contract Negotiation, Creativity, Crisis Management, Customer Relationship Management, Customer Service Excellence, Customer Service Management, Developing Service Standards, Embracing Change, Emotional Regulation, Empathy, Escalation Management, Inclusion, Influence, Information Technology Infrastructure Library (ITIL), Intellectual Curiosity, Internal Communication (IC) {+ 32 more}

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Up to 20%

Available for Work Visa Sponsorship?

No

Government Clearance Required?

No

Job Posting End Date

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