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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.
Those in IT support at PwC will focus on providing front-line technical assistance and troubleshooting to facilitate smooth functioning of computer systems software and hardware. Working in this area, you will be responsible for providing support to internal and external clients to address and resolve issues in a timely and efficient manner through a variety of mediums/channels. The guidance will help to resolve technical issues and maintain efficient IT operations at the L2 up to L4 support levels.
Our Information Technology Service Management (ITSM) team helps develop and drive service management processes, workflows and support tools to enable application teams to serve external clients. To really stand out and make us fit for the future in a constantly changing world, each and every one of us at PwC needs to be a purpose-led and values-driven leader at every level. To help us achieve this we have the PwC Professional; our global leadership development framework. It gives us a single set of expectations across our lines, geographies and career paths, and provides transparency on the skills we need as individuals to be successful and progress in our careers, now and in the future.
As a Senior Manager you will serve as a process owner, creating and governing ITSM policies, contributing to the requirements to develop automated deployment tools, continuously driving process and quality improvements through innovation and automation, and assisting with collaborative efforts to improve the business, in relation to change, incident and problem management. Focusing on Change and Release Management, the Senior Manager will oversee Change Advisory Boards, consider business risks and ensure large-scale product releases follow process for successful implementation.
Responsibilities:
* Demonstrates intimate abilities and/or a proven record of success as a team leader:
* 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.
Line of Service
Internal Firm Services
Industry/Sector
Not Applicable
Specialism
IFS - Information Technology (IT)
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.
Those in IT support at PwC will focus on providing front-line technical assistance and troubleshooting to facilitate smooth functioning of computer systems software and hardware. Working in this area, you will be responsible for providing support to internal and external clients to address and resolve issues in a timely and efficient manner through a variety of mediums/channels. The guidance will help to resolve technical issues and maintain efficient IT operations at the L2 up to L4 support levels.
Our Information Technology Service Management (ITSM) team helps develop and drive service management processes, workflows and support tools to enable application teams to serve external clients. To really stand out and make us fit for the future in a constantly changing world, each and every one of us at PwC needs to be a purpose-led and values-driven leader at every level. To help us achieve this we have the PwC Professional; our global leadership development framework. It gives us a single set of expectations across our lines, geographies and career paths, and provides transparency on the skills we need as individuals to be successful and progress in our careers, now and in the future.
As a Senior Manager you will serve as a process owner, creating and governing ITSM policies, contributing to the requirements to develop automated deployment tools, continuously driving process and quality improvements through innovation and automation, and assisting with collaborative efforts to improve the business, in relation to change, incident and problem management. Focusing on Change and Release Management, the Senior Manager will oversee Change Advisory Boards, consider business risks and ensure large-scale product releases follow process for successful implementation.
Responsibilities:
* Demonstrates intimate abilities and/or a proven record of success as a team leader:
* 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.
Education:
* Information Technology, Information Systems Management, Data Science, Business, Program or Project Management
Required Skills
Optional Skills
Accepting Feedback, Accepting Feedback, Active Listening, Analytical Thinking, Coaching and Feedback, Communication, Computer Engineering, Computer Program Installation, Computer Programming, Computer Technical Support, Creativity, Embracing Change, Emotional Regulation, Empathy, Enterprise Architecture, Incident Management and Resolution (IMR), Inclusion, Influence, Information and Communications Technology (ICT), Intellectual Curiosity, IT Infrastructure Upgrades, IT Operations, IT Operations Management, IT Project Lifecycle, IT Support {+ 19 more}
Desired Languages (If blank, desired languages not specified)
Travel Requirements
Not Specified
Available for Work Visa Sponsorship?
No
Government Clearance Required?
No
Job Posting End Date
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Other
* Industries
Professional Services
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