IT Service Manager

IN-Manager_ Service Manager_IN_IT_ Services CO_IFS_PAN India

Line of Service

Internal Firm Services

Industry/Sector

Not Applicable

Specialism

Operations

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.

*Why PWC

At PwC, you will be part of a vibrant community of solvers that leads with trust and creates distinctive outcomes for our clients and communities. This purpose-led and values-driven work, powered by technology in an environment that drives innovation, will enable you to make a tangible impact in the real world. We reward your contributions, support your wellbeing, and offer inclusive benefits, flexibility programmes and mentorship that will help you thrive in work and life. Together, we grow, learn, care, collaborate, and create a future of infinite experiences for each other. Learn more about us.

At PwC, we believe in providing equal employment opportunities, without any discrimination on the grounds of gender, ethnic background, age, disability, marital status, sexual orientation, pregnancy, gender identity or expression, religion or other beliefs, perceived differences and status protected by law. We strive to create an environment where each one of our people can bring their true selves and contribute to their personal growth and the firm’s growth. To enable this, we have zero tolerance for any discrimination and harassment based on the above considerations. "

Job Description & Summary:

Experienced in managing and supporting large-scale enterprise IT infrastructure and operations, including Azure Cloud basics and ITIL practices via ServiceNow. Skilled in leading technical teams, resolving complex issues, and driving continuous service improvements in fast-paced, matrix environments. Adept at collaborating with stakeholders, managing escalations, and ensuring business continuity through proactive operational support.

Responsibilities:

• Working knowledge of Technology infrastructure as well as Azure Cloud basics and the ability to understand the general architecture, design, and operating characteristics; 

• Understanding and executing the business needs fulfilled by the assigned infrastructure operations technical environment; 

• Working in industry standard, large scale enterprise systems in assigned areas which will be one or more of the following including Endpoint Device Management Messaging and Collaboration, Change Management, Service Management, Configuration Management and/or Security Operations; 

• Understanding of how organizations are structured and how IT is positioned to support and enable business needs; 

• Demonstrating comfortability working in a matrix environment and working proactively to build relationships with internal customers and resolve IT issues; 

• Demonstrating comfortability working in a fast paced environment where priorities constantly change to continually support the needs of the business; 

• Operating with independent authority and judgment to resolve technical issues that pertain to the business applications; 

• Maintaining continuity of technical knowledge that is significant to the successful operations of businesses; 

• Governing, supporting, and monitoring IT operational enterprise infrastructure services;   

• Managing technical teams and escalation process, adhering to service management release, change, configuration, incident and problem management processes; 

• Managing operational projects and facilitation of miscellaneous IT-driven requests; 

• Understanding of ServiceNow and how it is used to implement ITIL best practices to deliver quality service to internal firm clients by acting as a primary point of contact for the infrastructure services; 

• Exercising independent judgment to escalate issues for resolution and meet service level agreements; 

• Combining technical knowledge with relevant contextual information considering upper level management informational needs to produce effective executive summaries and communications; 

• Influencing the operations and improvements to services for respective sponsors and stakeholders; 

• Participate in on-call rotation to cover support to run Operations in case of Major Incidents. The rotation covers weekends and festive season timings globally. 

• Working in shifts as required 

Mandatory skill sets:

Service Delivery,Service Management

Preferred skill sets:

• ITSM

Years of experience required:

7+ yrs

Education qualification:

Bachelor’s degree

Education (if blank, degree and/or field of study not specified)

Degrees/Field of Study required: Bachelor DegreeDegrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills

Service Delivery

Optional Skills

Accepting Feedback, Accepting Feedback, Active Listening, Analytical Thinking, Coaching and Feedback, Communication, Communications Planning, Conflict Resolution, Contract Management, Contract Negotiation, Creativity, Crisis Management, Customer Relationship Management, Customer Service Excellence, Customer Service Management, Developing Service Standards, Embracing Change, Emotional Regulation, Empathy, Escalation Management, Inclusion, Information Technology Infrastructure Library (ITIL), Intellectual Curiosity, Internal Communication (IC), Issue Management {+ 29 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

Experience Level

Mid Level