PwC Tech Service Manager

Industry/Sector

Not Applicable

Specialism

IFS - Information Technology (IT)

Management Level

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.

In service management at PwC, you will focus on overseeing and confirming the delivery of quality and timely services. You will monitor vendor compliance with contractual agreements for service quality, availability, and reliability, manage the business and delivery of services, and lead service recovery in case of major incidents.

Enhancing your leadership style, you motivate, develop and inspire others to deliver quality. You are responsible for coaching, leveraging team member’s unique strengths, and managing performance to deliver on client expectations. With your growing knowledge of how business works, you play an important role in identifying opportunities that contribute to the success of our Firm. You are expected to lead with integrity and authenticity, articulating our purpose and values in a meaningful way. You embrace technology and innovation to enhance your delivery and encourage others to do the same.

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

• Analyse and identify the linkages and interactions between the component parts of an entire system.
• Take ownership of projects, ensuring their successful planning, budgeting, execution, and completion.
• Partner with team leadership to ensure collective ownership of quality, timelines, and deliverables.
• Develop skills outside your comfort zone, and encourage others to do the same.
• Effectively mentor others.
• Use the review of work as an opportunity to deepen the expertise of team members.
• Address conflicts or issues, engaging in difficult conversations with clients, team members and other stakeholders, escalating where appropriate.
• Uphold and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance), the Firm's code of conduct, and independence requirements.

The Opportunity

As part of the Information Technology Operations team you will manage the end-to-end lifecycle of assigned technology services, making sure they deliver business worth and operate reliably. As a Manager you will lead teams and manage client accounts, focusing on strategic planning and mentoring junior staff while making sure project success and maintaining quality standards. This role offers the chance to work closely with various stakeholders, driving service enhancements that improve customer experience and operational effectiveness.

Responsibilities

- Mentor junior staff and promote their professional growth

- Drive strategic planning initiatives for service improvements

- Uphold governance standards and confirm compliance

- Analyze service performance and identify areas for enhancement

- Foster substantial relationships with cross-functional teams

What You Must Have

- High School Diploma

- At least 4 years of experience

What Sets You Apart

- Bachelor's Degree in Information Technology, Business Administration/Management preferred

- Demonstrating leadership in service management and operations

- Engaging stakeholders to align services with business needs

- Overseeing onboarding activities and documenting processes

- Managing incident communications and trend analysis

- Building productive relationships with Product Managers and vendors

- Driving service enhancements for customer experience

- Identifying inefficiencies and recommending improvements proactively

- Familiarity with service management platforms such as ServiceNow

- Extensive knowledge of ITIL frameworks and the full service lifecycle

- Having experience managing incidents, changes, problems, and releases

Travel Requirements

Up to 20%

Job Posting End Date

The salary range for this position is: $73,500 - $212,280. For residents of Washington state the salary range for this position is: $73,500 - $244,000. Actual compensation within the range wi