Job Description

Line of Service

Advisory
Industry/Sector

Not Applicable
Specialism

Technology Strategy
Management Level

Senior Manager
& Summary

A career in our Advisory Acceleration Centre is the natural extension of PwC's leading class global delivery capabilities. We provide premium, cost effective, high quality services that support process quality and delivery capability in support for client engagements.




As part of the Cloud & Digital Strategy team, the incumbent will play an important role in supporting global engagement from India in driving the company's strategic and operational initiatives, implementing innovative solutions, measuring results early and often, and ensuring performance meets the desired targets.



As the Service Management Process Lead, you will play a pivotal role in ensuring the effectiveness and efficiency of our service management processes. You will be responsible for overseeing the design, implementation, and continuous improvement of service management processes to align with business objectives and meet customer needs. This role requires a strategic thinker with excellent leadership, communication, and analytical skills, along with a deep understanding of service management frameworks such as ITIL.



Position Requirements:

Knowledge Preferred


PwC's Cloud & Digital Tech Ops practice focuses on implementation of tools and processes. As part of the practice , the Service Management and Operations capability helps our clients transform their business through innovative technology solutions and effective Service Management Operations. Part of that journey includes helping our clients enable innovation, reinventing their customer experience, and exploring new markets


We aim in providing excellence in following areas-



Architecture & Automation :

• Enterprise Architecture - EA function, Component and Information Architecture
• Automation - Process Optimization, BPM , Low Code, EC
Operations & Technology Resilience :

• Operation Resilience and Disaster Recovery
• Resilient Infrastructure
• Cloud Ops and Resilience Control Framework
Systems Modernization & Technical Delivery :

• Systems Modernization
• Modern Delivery Solutions - Agile Consulting, Product Management; DevOps Consulting
• Technical Delivery
S ervice Management & Operations :

• FinOps & IT Asset Management
• Intelligent Operations
• Core ServiceNow Transformation & SM &O Technology Implementation
Skills & Competencies


Process Design and Documentation:

• Lead the design and documentation of service management processes, ensuring alignment with industry best practices and organizational requirements.
• Develop detailed process workflows, procedures, and guidelines to support efficient service delivery and operations.
Process Implementation and Integration:

• Drive the implementation of service management processes across the organization, collaborating with cross-functional teams to ensure successful adoption.
• Integrate service management processes with other IT and business processes to create a seamless and cohesive operational environment.
Continuous Improvement:

• Establish mechanisms for continuous improvement of service management processes, leveraging data-driven insights, feedback, and industry benchmarks.
• Identify opportunities to streamline processes, enhance service quality, and optimize resource utilization to drive operational excellence.
Performance Monitoring and Reporting:

• Define key performance indicators (KPIs) and metrics to measure the effectiveness and efficiency of service management processes.
• Monitor process performance, analyze trends, and generate actionable insights to inform decision-making and drive improvements.
• Prepare regular reports and presentations to communicate process performance, achievements, and areas for improvement to stakeholders and senior management.
Change Management and Governance:

• Lead change management efforts related to the implementation and modification of service management processes, ensuring smooth transitions and minimal disruption to operations.
• Establish governance mechanisms to ensure compliance with internal policies, external regulations, and industry standards related to service management .
Training and Knowledge Management:

• Develop training materials and conduct training sessions to educate employees on service management processes, tools, and best practices.
• Promote a culture of knowledge sharing and collaboration to foster continuous learning and skill development within the organization.
Qualifications


• Bachelor's degree in computer science, Information Technology, Business Administration, or a related field. Master's degree preferred.
• Certification in IT service management frameworks such as ITIL v4 Foundation.
• Minimum of 5 years of experience in service management, with at least 2 years in a leadership or supervisory role.
• Proven track record of designing, implementing, and improving service management processes in a complex organizational environment.
• Strong analytical skills with the ability to analyze data, identify trends, and make data-driven decisions.
• Excellent communication, presentation, and interpersonal skills, with the ability to effectively interact with stakeholders at all levels of the organization.
• Demonstrated leadership capabilities, including the ability to inspire and motivate cross-functional teams towards common goals.
• Experience with service management tools and technologies, such as IT service management (ITSM) platforms and automation solutions.
• Knowledge of industry standards, frameworks, and regulations related to service management, such as ISO 20000 and COBIT Etc.,
• Proven ability to manage multiple priorities and deliver results in a fast-paced, dynamic environment.
Work location:


• Applicant should be willing to work from Hyderabad/ Bengaluru ( Bangalore ) ) locations.
• Applicant should be willing to work in second shift (1pm - 10pm).
Certification s Preferred:


• ITIL 4
• COBIT
• ISO 27001
• ServiceNow Certification(s)
• BMC Helix Certification(s)
• Flexera Certification(s)
• Jira Service Management (JSM)
• Certification(s) from a leading cloud service provider (AWS, Azure, GCP)
• FinOps Certified Practitioner
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

Available for Work Visa Sponsorship?

Government Clearance Required?

Job Posting End Date