Job Description

Line of Service

Advisory
Industry/Sector

Not Applicable
Specialism

Managed Services
Management Level

Director
& Summary

A career in our Managed Services team will provide you an opportunity to collaborate with a wide array of teams to help our clients implement and operate new capabilities, achieve operational efficiencies, and harness the power of technology.




Our Solutioning Center of Excellence within the Managed Services Platform will provide you direct interaction with senior leadership and other key stakeholders. You will work with cross-functional teams to execute on priority growth initiatives within this fast-growing platform.
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 Director, you'll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. PwC Professional skills and responsibilities for this management level include but are not limited to:


• Support team to disrupt, improve and evolve ways of working when necessary.
• Arrange and sponsor appropriate assignments and experiences to help people realise their potential and support their long-term aspirations.
• Identify gaps in the market and spot opportunities to create value propositions.
• Look for opportunities to scale efficiencies and new ways of working across multiple projects and environments.
• Create an environment where people and technology thrive together to accomplish more than they could apart.
• I promote and encourage others to value difference when working in diverse teams.
• Drive and take ownership for developing connections that help deliver what is best for our people and stakeholders.
• Influence and facilitate the creation of long-term relationships which add value to the firm.
• Uphold the firm's code of ethics and business conduct.

:


• 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 Board
• Ensure appropriate measures are in place for monitoring of compliance to process, service levels, technology standards including progress and activities
• Ensure that we are establishing and maintaining a cost efficient and scalable operating model to support our business.
• Drive operations through 3rd party vendors
• 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 stakeholders to manage escalation and risk.
• People development and coaching, high performance leadership and motivation of team members
• Provide 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 management
• Monitor 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 skillsets
+ Experience managing large scale clients and engagement
+ Experience 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 & Infrastructure
+ Solid technical background in infrastructure environment including Networking, Operating systems, Storage, System management suites, Virtualization, System Security, system deployment practices and other related skills
+ Strong communication skills needed to interface with high-level customer representatives and senior leadership.
+ Solid understanding of ITIL, Kanban, Agile and waterfall delivery methodologies

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

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