Job Description

Line of Service Internal Firm Services

Industry/Sector Not Applicable

Specialism IFS - Information Technology (IT)

Management Level Senior Manager

& 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. Youll 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.

Our Computer Operations team provides customer, Information Technology data centre, and application support to ensure end to end quality of our Information Technology operations. As part of our team, youll help enhance our operations quality, work across all Information Technology operational functions, and coordinate with service stakeholders to deliver high quality services.

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 Manager, 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:

• Develop new skills outside of comfort zone.
• Act to resolve issues which prevent the team working effectively.
• Coach others, recognise their strengths, and encourage them to take ownership of their personal development.
• Analyse complex ideas or proposals and build a range of meaningful recommendations.
• Use multiple sources of information including broader stakeholder views to develop solutions and recommendations.
• Address sub-standard work or work that does not meet firm's/client's expectations.
• Use data and insights to inform conclusions and support decision-making.
• Develop a point of view on key global trends, and how they impact clients.
• Manage a variety of viewpoints to build consensus and create positive outcomes for all parties.
• Simplify complex messages, highlighting and summarising key points.
• Uphold the firm's code of ethics and business conduct.

Job title

Manager - End User Computing

Level

Manager (M1)

Line of Service

Business Services

About the Job

• Introduction to PwC Service Delivery Center
• PricewaterhouseCoopers Service Delivery Centre (Kolkata) Private Limited is a joint venture in India among members of the PricewaterhouseCoopers network that will leverage the scale and capabilities of the network. It is a member firm of Pricewaterhouse Coopers International Limited and has its registered office in Kolkata, India
• The Delivery Center will provide a professional an opportunity to work in a dynamic environment where you will have the ability to develop process and quality based skills

Reporting structure & key relationships

This should include detail on:

• Line Manager
• Number of reports (if applicable)
• Priority team relationships
• Key client relationships
• Line Manager: Technology Ops Head, PwC AC Kolkata
• Number of reports (if applicable): 10 (+/-)
• Priority team relationships: within Technology (collaboration with other towers e.g. ServiceDesk, Infrastructure & Network, Applications, Asset Management
• Key client relationships - NA

Job Overview

The candidate would be responsible for managing daily operations in the End User Computing space, and would also be responsible for enhancing end user services/experience



Main purpose of the job and key background information

Manage the End User Computing team and their operations end to end, with a keen eye towards user satisfaction. Supporting and enabling users to perform their daily tasks towards their business deliverables is at the heart of this role. There are many aspects like Application support, Vulnerability Management, Imaging operations, Break-fix operations, integrated support for other teams in the areas of Asset life cycle management, Infrastructure change management, Problem management, Data Security, Executive dashboard reporting etc which makes this role very challenging and interesting at the same time.

Requirements

These should include essential & desirable requirements such as:

• Level of experience
• Education/qualifications
• Industry experience
• Technical capability
• Key personal attribute
• Hands on experience in managing End User Support, Application support, and basic understanding of Technology infrastructure.

• In depth knowledge on ITIL framework.
• Effective communication skills to connect with stakeholders and translate Business requirements to Technology solutions.
• Collaboration with business SPoCs locally as well as Global support teams.
• Collaboration with other towers of Technology viz. ServiceDesk, Asset Management, Infrastructure, Applications as appropriate.
• Working knowledge on Vulnerability management.
• Working knowledge of Quality management
• People Management: Recruiting, development and training resources to build a strong team in order to provide support as per PwC standards. Responsible for annual appraisals for Direct reports.
• Understanding of automation and ability find opportunities to automate and increase process efficiency.
• Manage 3rd party support team and technology vendor
• Ability to write/change policy/ procedure/ SOP documents and maintain updated repository of documents.
• Ability to prepare for and face audits from End User Computing perspective.
• Establish best practices through the entire technical support process
• Understanding of continuous service improvement and drive changes end-to-end towards the same.
• ITIL foundation certification desired.

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

PwC