Line of Service

Advisory

Industry/Sector

Not Applicable

Specialism

Managed Services

Management Level

Director

Job Description & Summary

At PwC, our people in managed services focus on a variety of outsourced solutions and support clients across numerous functions. These individuals help organisations streamline their operations, reduce costs, and improve efficiency by managing key processes and functions on their behalf. They are skilled in project management, technology, and process optimization to deliver high-quality services to clients.

Those in managed service management and strategy at PwC will focus on transitioning and running services, along with managing delivery teams, programmes, commercials, performance and delivery risk. Your work will involve the process of continuous improvement and optimising of the managed services process, tools and services.

Translating the vision, you set the tone, and inspire others to follow. Your role is crucial in driving business growth, shaping the direction of client engagements, and mentoring the next generation of leaders. You are expected to be a guardian of PwC's reputation, understanding that quality, integrity, inclusion and a commercial mindset are all foundational to our success. You create a healthy working environment while maximising client satisfaction. You cultivate the potential in others and actively team across the PwC Network, understanding tradeoffs, and leveraging our collective strength.

Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:

Lead in line with our values and brand.Develop new ideas, solutions, and structures; drive thought leadership.Solve problems by exploring multiple angles and using creativity, encouraging others to do the same.Balance long-term, short-term, detail-oriented, and big picture thinking.Make strategic choices and drive change by addressing system-level enablers.Promote technological advances, creating an environment where people and technology thrive together.Identify gaps in the market and convert opportunities to success for the Firm.Adhere to and enforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance) the Firm's code of conduct, and independence requirements.

Service Delivery Director

Job Description:

Overall responsible for service delivery for Application Maintenance, Infrastructure, End user Services & Cloud Services towers to ensure that products and services are delivered in accordance with agreed upon business solution goals and objectives.Ensures alignment to the enterprise service management processes for Change Management, Incident management, Problem Management and Service Request Fulfillment processes, ensuring appropriate governance procedures are in place, communicated and proactively managed.Provides oversight and management for the Change Management processes, including alignment to the Enterprise Level Change Approval BoardEnsure appropriate measures are in place for monitoring of compliance to process, service levels, technology standards including progress and activitiesEnsure that we are establishing and maintaining a cost efficient and scalable operating model to support our business.Drive operations through 3rd party vendorsDeveloping and implementing processes for collecting data from clients on their satisfaction with service delivery.Working with internal and client teams to develop new policies or procedures to improve service delivery efficiency.Work with stakeholders to manage escalation and risk.People development and coaching, high performance leadership and motivation of team membersProvide overall leadership and set direction for managers and employees.Establishes and develops staff through ongoing training programs including technical, process & procedural, interpersonal, and career development.Manage capacity planning to ensure sufficient, efficient and effective resourcing to deliver the services with utmost quality.Drive innovation and continuous service improvements that drives value to the firm, clients, and associates.Annual budgetary and financial management, including forecasting and planning.Strategic planning and cost operations managementMonitor engagement budget, schedule, and quality.Responding to client inquiries or complaints in a timely manner to ensure customer satisfaction.Drive Organizational culture development, including encouraging employee contributions fostering respect and support of all types of individuals.Review existing solutions, identify opportunities for continuous improvements, and perform enhancements to systems.Collaborate and work with business and cross-functional teams to identify & implement effective solutions that automates and optimizes performance and processes.Manage SLAs and guide the team to triage, identify and implement solutions.Discuss customer feedback and identify solutions to problems.Reviewing customer feedback to identify trends or patterns that may require further investigation.

Skills and Experience:

Bachelor's or Master’s degree in Computer Science, Information Technology, Business Administration, or a related field.16+ years of relevant experience with following skillsetsExperience managing large scale clients and engagementExperience working in Managed services environment providing application support, with strong knowledge on IT Service Management (ITSM) process including incident, request, and problem management.Experience managing large managed services support and maintenance engagements across custom applications, Commercial-Off-the-Shelf applications, Cloud, infrastructure, and end user services.Experience in managing large client engagement, delivery management, Change/release management, Demand Management, service level management, finance, and operations management.Experience in developing a practice, large engagements, and driving significant value and results.Should operate independently and partner effectively across disciplines and geographies.Experience working with cross functional teams.Ability to guide the teams technical in at least two of the below areas (1) custom application, (2) Commercial-Off-the-Shelf applications, and (3) Cloud & InfrastructureSolid technical background in infrastructure environment including Networking, Operating systems, Storage, System management suites, Virtualization, System Security, system deployment practices and other related skillsStrong communication skills needed to interface with high-level customer representatives and senior leadership.Solid understanding of ITIL, Kanban, Agile and waterfall delivery methodologies

Service Delivery Lead         

Job Description:

Manage the delivery of high-quality service & support for production systems, applications, and infrastructure.Responsible for end-to-end operational focus - Application, Infrastructure Support, Operational Costs & Productivity, Utilization, Quality, Incident, and Problem & Service Level Management.Diagnose and formulate remediation plan arising from critical production issues.Provide SME technical support to second level production support team.Engage technical manager and technical teams to provide updates in case of major incidents via bridge call and update playbook throughout the call.For P1/P2 incidents, where vendor is involved, ensuring that Incident being addressed by the vendor is actively managed and that the vendor provides timely resolution.Ensuring Outage notifications are sent by the technical manager in case of major outages. Following up with technical managers to get the status of the incident on regular intervals.Developing and implementing processes for collecting data from clients on their satisfaction with service delivery.Working with internal and client teams to develop new policies or procedures to improve service delivery efficiency.Work with Transformation Project teams to bring the operations in-line with the target state operating model.Consolidation & re-engineering to fit the operating model and/or client strategy.Work with stakeholders to manage escalation and risk.People development and coaching, high performance leadership and motivation of team membersSupport selection of new team members and education according to agreed planMonitor engagement budget, schedule, and quality.Responding to client inquiries or complaints in a timely manner to ensure customer satisfaction.Review existing solutions, identify opportunities for continuous improvements, and perform enhancements to systems.Collaborate and work with business and cross-functional teams to identify & implement effective solutions that automates and optimizes performance and processes.Manage SLAs and guide the team to triage, identify and implement solutions.Discuss customer feedback and identify solutions to problems.Reviewing customer feedback to identify trends or patterns that may require further investigation.

Skills and Experience:

Bachelor's or Master’s degree in Computer Science, Information Technology, Business Administration, or a related field.14+ years of relevant experience with following skillsetsExperience working in Managed services environment providing application support, with strong knowledge on IT Service Management (ITSM) process including incident, request, and problem management.Experience managing large managed services support and maintenance engagements across custom applications, Commercial-Off-the-Shelf applications, Cloud, infrastructure, and end user services.Experience in managing large client engagement, delivery management, Change/release management, Demand Management, service level management, finance, and operations management.Experience working with cross functional teams.Experience working in ITSM tools such as Service Now, RemedyAbility to guide the teams technical in at least two of the below areas (1) custom application, (2) Commercial-Off-the-Shelf applications, and (3) Cloud & InfrastructureSolid understanding of ITIL, Kanban, Agile and waterfall delivery methodologiesPreferred experience in IT monitoring tools, Cloud tools, and automation tools.

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

Degrees/Field of Study required:

Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills

Optional Skills

Accepting Feedback, Accepting Feedback, Active Listening, Analytical Thinking, Cloud Administration, Cloud-Based Service Management, Cloud Engineering, Cloud Infrastructure, Cloud Infrastructure Architecture Design, Cloud Infrastructure Optimization, Cloud Migration, Cloud Operations (CloudOps), Cloud Performance Optimization, Cloud Service Delivery, Cloud Strategy, Coaching and Feedback, Communication, Creativity, Embracing Change, Emotional Regulation, Empathy, Inclusion, Influence, Infrastructure Management, Infrastructure Performance {+ 21 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