Line of Service

Internal Firm Services

Industry/Sector

Not Applicable

Specialism

Operations

Management Level

Senior Manager

Job Description & Summary

At PwC, our people in business application consulting specialise in consulting services for a variety of business applications, helping clients optimise operational efficiency. These individuals analyse client needs, implement software solutions, and provide training and support for seamless integration and utilisation of business applications, enabling clients to achieve their strategic objectives.

As a business application consulting generalist at PwC, you will provide consulting services for a wide range of business applications. You will leverage a broad understanding of various software solutions to assist clients in optimising operational efficiency through analysis, implementation, training, and support.

Job Description*Why PWCAt 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, within Internal Firm Services, will provide you with the opportunity to support our core business functions by deploying applications that enable our people to work more efficiently and deliver the highest levels of service to our clients. You’ll focus on managing the design and implementation of technology infrastructure within PwC, developing and enhancing both client and internal facing applications within PwC, and providing technology tools that help create a competitive advantage for the Firm to drive strategic business growth.

Responsibilities:

The IT Service Manager is responsible for overseeing the operational activities of IT services and products, ensuring efficient service delivery from onboarding to retirement. This role emphasizes a customer-centric approach, blending people, processes, and technology to enhance the customer experience. The IT Service Manager acts as a primary point of contact for customers and stakeholders, addressing service requests, escalations, and queries while working closely with operational and product teams to drive continuous improvement. The IT Service Manager will work within a strong cross-regional team and report to the BAO Portfolio Lead.

Mandatory skill sets:

Service Operations & Improvement:

Support the successful operation and continuous improvement of IT services and products.

Partner with product and operations teams to align on service roadmaps and dependencies.

Understand the product/service purpose, value for customers, key functionality, integrations, usage, and important dates.

Conduct consistent service reviews to identify improvement opportunities and implement action plans.

Contribute to and/or facilitate security initiatives, reviews, release management, capacity planning, and infrastructure changes.

Occasionally need to flex working hours to support major incidents, changes/implementations, or cover for other team members as needed.

Customer & Stakeholder Engagement:

Build and maintain strong relationships with key stakeholders, understanding their objectives and acting as a point of escalation.

Host service review and transition meetings, ensuring clear communication of customer satisfaction, service levels, and operational acceptance for new deployments.

Advise stakeholders on technical issues relevant to their business areas.

Incident Management & Reporting:

Support major incident responses and communications, ensuring timely resolution and stakeholder updates, in alignment with BAO standards.

Participate in scheduled on-call rotations to engage in major incidents as required.

Perform incident analysis and trending, assisting with root cause analysis and problem management deliverables - establish root causes of issues and tackle them, rather than just the symptoms.

Develop and refine service KPI reporting capabilities and tools.

Knowledge Management:

Collaborate with operations and application support teams to define and maintain knowledge base articles.

Host knowledge sessions as part of service transition activities.

Governance & Compliance:

Ensure adherence to global & BAO governance processes and standards, including onboarding, transition to operations, and continuous improvement management.

Contribute to security initiatives, audits, and compliance reviews, supporting the successful completion of internal audits.

Collaboration:

Support other team members to enhance business acumen and cross-team collaboration.

Influence and coordinate across multiple teams to improve service effectiveness and efficiencies.

Preferred skill sets:

Experience with service improvement initiatives and managing service quality standards.Familiarity with service management frameworks such as ITIL.Proven record of achieving service-related KPIs and customer satisfaction targets.Multilingual skills for effective communication with a diverse customer base.Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines.Proficiency in problem-solving and critical thinking to address complex service issues and ensure service quality and efficiency.Excellent communication skills, comfortable communicating across multiple levels, both technical and non-technical in nature.Financial acumen for identifying cost-effective service solutions.Knowledge of cybersecurity practices and regulatory compliance.

Years of experience required:

10+ Years

Education qualification:

Any UG/PG in IT field

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

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

Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills

Governance Risk Compliance (GRC)

Optional Skills

Accepting Feedback, Accepting Feedback, Active Listening, Analytical Reasoning, Analytical Thinking, Application Software, Business Data Analytics, Business Management, Business Technology, Business Transformation, Coaching and Feedback, Communication, Creativity, Documentation Development, Embracing Change, Emotional Regulation, Empathy, Implementation Research, Implementation Support, Implementing Technology, Inclusion, Influence, Intellectual Curiosity, Learning Agility, Optimism {+ 24 more}

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Available for Work Visa Sponsorship?

Government Clearance Required?

Job Posting End Date