Line of Service

Internal Firm Services

Industry/Sector

Not Applicable

Specialism

IFS - Internal Firm Services - Other

Management Level

Senior Associate

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:

Service Governance ensures that IT services are delivered effectively and efficiently, adhering to established policies and standards. As an ITSM Manager you will maintain and continuously improve ITSM processes. Support our business through IT Service Management and Service Transition best practice. You will consult on and provide ITSM solutions, specifically governance frameworks for IT Service Delivery and IT Operations. Drive the development of core services to be available to all business stakeholders. Enable your team to deliver appropriate IT Service Management solutions.

Responsibilities:

· Manage and improve ITSM processes such as incident, problem, and change management.

· Report metrics associated with IT service levels.

· Lead ITSM projects and initiatives.

· Monitor on IT service performance.

· Assist in design and maintenance of ITSM policies and procedures

Understanding of IT infrastructure, applications, and service delivery models · Ensure to meet requirements of audit & compliance · Experience in improving IT service management processes · Understanding of budgeting and financial management · Ability to be actively involved in large projects and/or leading medium scale projects.

Mandatory skill sets:

 Extensive experience in IT Service Management

 · Excellent knowledge of ITIL frameworks.

 · Experience with ITSM tools (Service Now, JIRA) and platforms.

Preferred skill sets:

Curiosity: A natural curiosity and eagerness to learn, explore new ideas, and see past the status quo. • Collaboration: A natural collaborator, suited to work in a collaborative culture with a diverse and talented team that values collaboration, constructive challenging and mutual respect. · • Challenge: Demonstrates the capability to question and challenge ideas, decisions, and processes in a constructive manner, fostering a culture of continuous improvement and innovation while maintaining respect and professionalism in all interactions. • Value Driven: Demonstrates a strong commitment to ethical principles and organisational values, ensuring that all actions and decisions align with the company's mission and integrity standards. • Tactical • Influential • Customer-focused • Collaborative • Process oriented

Years of experience required:

7+ yrs

Education qualification:

Bachelors

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

Degrees/Field of Study required: Bachelor Degree

Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills

Information Technology (IT) Services

Optional Skills

Accepting Feedback, Accepting Feedback, Active Listening, Analytical Thinking, 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, Information Technology Infrastructure Library (ITIL), Intellectual Curiosity, Internal Communication (IC), Issue Management, IT Business Strategy {+ 24 more}

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Available for Work Visa Sponsorship?

Government Clearance Required?

Job Posting End Date