Director_Service Management- Tech Ops

Line of Service

Advisory

Industry/Sector

Not Applicable

Specialism

Technology Strategy

Management Level

Director

Job Description & Summary

Summary about Organization



A career in our Advisory Acceleration Center is the natural extension of PwC’s leading global delivery capabilities. The team consists of highly skilled resources that can assist in the areas of helping clients transform their business by adopting technology using bespoke strategy, operating model, processes and planning. You’ll be at the forefront of helping organizations around the globe adopt innovative technology solutions that optimize business processes or enable scalable technology. Our team helps organizations transform their IT infrastructure, modernize applications and data management to help shape the future of business.



An essential and strategic part of Advisory's multi-sourced, multi-geography Global Delivery Model, the Acceleration Centers are a dynamic, rapidly growing component of our business. The teams out of these Centers have achieved remarkable results in process quality and delivery capability, resulting in a loyal customer base and a reputation for excellence.

Job Summary:

A career in our Advisory Acceleration Center is the natural extension of PwC’s leading global delivery capabilities. The team consists of highly skilled resources that can assist in the areas of helping clients transform their business by adopting technology using bespoke strategy, operating model, processes and planning. You’ll be at the forefront of helping organizations around the globe adopt innovative technology solutions that optimize business processes or enable scalable technology. Our team helps organizations transform their IT infrastructure, modernize applications and data management to help shape the future of business.

An essential and strategic part of Advisory's multi-sourced, multi-geography Global Delivery Model, the Acceleration Centers are a dynamic, rapidly growing component of our business. The teams out of these Centers have achieved remarkable results in process quality and delivery capability, resulting in a loyal customer base and a reputation for excellence.

A career in our Service Management & Operations Capability, within our Acceleration Center’s IT4IT practice, will provide you with the opportunity to bring new and innovative services to some of our largest and strategic clients. We help our clients adopt the to the latest trends of Information Technology, scale and streamline operations through our strong alliances. You’ll be at the forefront of helping organizations around the globe adopt innovative technology solutions that optimize business processes or enable scalable technology.

Our team helps organizations transform their Information Technology operations into additional sources of revenue by improving Information Technology service delivery, cost efficiency, and customer satisfaction. As part of the team, you’ll help our clients design and implement process strategies to address gaps in their service delivery and service management proficiency.

Basic Qualifications:

• Minimum Degree Required (BQ): Bachelor's Degree (preferably Engineering degree)
• Field(s) of Study (BQ): Science or Engineering back ground (preferably Computer and Information Science Management Information Systems)
• Minimum Year(s) of Experience: 18 year(s)

Required Knowledge/Skills:

• Deep expertise in ITSM frameworks and standards
  • Comprehensive knowledge of ITSM methodologies including ITIL, COBIT or other recognized frameworks
  • Demonstrated ability to lead ITSM initiatives including incident, problem, change and service request management
  • Experience in defining ITSM roadmaps, governance models and maturity assessments tailored to client specific context
• Consulting experience in ITSM:
  • Extensive experience in ITSM consulting, having acted as a strategic advisor to senior leadership (CIOs, IT Directors) in transforming and modernizing IT operations
  • Proven record of translating client pain points into actionable ITSM solutions, providing insights on process re-engineering, service level agreements (SLAs), operational level agreements (OLAs) ad key performance indicators (KPIs)
  • Proven experience working as a trusted partner with clients, delivering high-impact recommendations that improve service delivery, reduce costs and enhance operational efficiency
  • Knowledge of various ITSM tools and platform, including ServiceNow, BMC Remedy, Flexera, with experience advising clients on tool selection based on organizational maturity , needs and operational challenges
• Strategic leadership in ITSM engagements
  • Experience acting as conduit between clients and technical implementation teams, ensuring that client expectations are clearly communicated and that implementations align with the overall business objectives
  • Experience in consulting or defining service management strategies, conducting gap analyses, and aligning IT services with business objectives
  • Demonstrate ability to lead large and complex ITSM transformation programs ensuring the consulting team delivers strategically aligned and technically sound solutions
  • Ability to create and articulate business cases demonstrating clear cost benefit analysis and long term value to the clients and ability to prioritize initiatives based on cost efficiency and strategic alignment with organizational objectives
• Cross functional leadership and collaboration
  • Ability to manage cross-functional teams to drive cohesive and strategic engagements
  • Experience in working with tool/ vendor implementation teams to ensure ITSM tools are effectively aligned with consulting recommendations and client requirements
  • Ability to serve as both a mentor and advocate for your team and PwC community having a passion for developing and growing the practice and members therein
• Client engagement, stakeholder management and global delivery experience
  • Experience in building and maintaining relationships with C-level executives and key stakeholders to secure buy-in for ITSM initiatives
  • Ability to present complex ITSM strategies and recommendations to technical and business stakeholders, helping them understand business impact and value of service management improvements
  • Proven ability to work in global consulting environment, collaborating with counterparts across regions, particularly in the US to deliver complex engagements
  • Experience in working with tool/ vendor implementation teams to ensure ITSM tools are effectively aligned with consulting recommendations and client requirements

Certification(s) Preferred:

• ITIL 4
• COBIT
• ISO 27001
• ServiceNow Certification(s)
• BMC Helix Certification(s)
• Flexera Certification(s)
• 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

Not Specified

Available for Work Visa Sponsorship?

No

Government Clearance Required?

Yes

Job Posting End Date