Job Description & Summary

Job Summary 

PwC IT Services Limited provides shared technology services to the PwC network of member firms in a secure, legally compliant, efficient and transparent manner. 

The Service Manager will be a member of the Global Hosting Services (GHS) Service Management & Compliance team and comes to the organization having experience in IT Service Management (ITSM) domains with a background in IT infrastructure and cloud services. The role holder will be responsible for Continual Service Improvement including: 

GHS adherence to PwC Technology ITSM processes 

ITSM measurement, service reporting and periodic service reviews 

Identification and implementation of opportunities for continuous service improvement 

Operationalization of new and changed service offerings 

GHS offers secure, 24/7 hosting services through multiple Public Cloud Service Providers and PwC's global on-premises data centers. 

The role holder will report into the GHS Service Management Leader, manage a team, and work collaboratively across GHS Operations, Service Management and Compliance functions, global ITSM and other functions. 

To excel in this role, a Service Manager needs to demonstrate strong leadership skills, excellent communication abilities, and a proactive approach to problem-solving. They must also be capable of demonstrating influence outside the reach of their direct team, ensuring cohesive and efficient operations across various departments. 

Job Requirements and Preferences 

Basic Qualifications 

Minimum Degree Required: 

Bachelor's degree 

Minimum Years of Experience: 

10 years in IT and 5 years in IT Service Management   

Preferred Qualifications 

Preferred Fields of Study: 

Information Technology, Computer Systems, Management Information Systems 

Certification(s) Preferred: 

ITIL certification 

Preferred Knowledge/Skills   

Demonstrates intimate abilities and/or a proven record of success in ITSM area, including the following areas: 

Experience in multiple ITIL processes 

Establishing KPIs and driving continual service improvements 

General knowledge and experience in Information Technology, experience in IT infrastructure and cloud fundamentals is a plus 

Excellent communication skills, analytical ability, exercising professional skepticism, strong judgment and leadership skills, and the ability to work effectively with Leadership and team members. 

Ability to identify and communicate complex technical issues to both technical and non-technical stakeholders. 

Ability to take abstract ideas from inception to completion 

Agile, open-minded, ready to bring and implement innovative ideas 

Ability to work in a remote, geographically dispersed environment 

Efficient in self-management and independent task management 

Excellent communication, interpersonal, and presentation skills 

Demonstrated experience in leading teams and managing resources effectively 

Having experience with ServiceNow is highly beneficial 

Responsibilities 

GHS adherence to PwC Technology ITSM processes 

Measurement and reporting related to ITSM processes (Incident management, Request Fulfillment, Change Management, Problem Management, etc.) and other relevant quality aspects of the service (e.g. automation success rate and performance) as a basis for continual service improvement 

Regularly conduct and document service reviews, track them for audits, and ensure follow-ups occur 

Responsible for continuous service improvement initiatives including service maturity assessments and alike 

Service reporting and periodic service reviews 

Acts as subject matter expert (SME) in the Service Management team for all ITSM related matters and drives related initiatives on behalf of the GHS. 

Responsible for Global Hosting Service (GHS) Service Level Management 

Leading a team of Service Managers, and responsible for operationalization of new and changed service offerings, lifecycle management and communications