IN-Manager || Ops Academy & Learning Interventions || IT Security || IFS || Gurgaon

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

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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:

This role is responsible for designing and delivering impactful learning experiences by converting knowledge and static materials into engaging formats such as gamification, interactive videos, and digital learning modules. The individual will also drive adoption of key firmwide tools and licenses through structured learning interventions and program-manage large-scale initiatives such as Foundation Knowledge Programs, the Ops Academy, and firmwide recognition platforms like Ops Awards.

Responsibilities:

• Design and develop engaging learning content leveraging multimedia, gamification, and digital learning platforms.
• Transform incident-based knowledge and process learnings into structured learning modules.
• Drive adoption of productivity tools, platforms, and licenses through targeted learning campaigns.
• Manage end-to-end delivery of firmwide learning interventions including Foundation Knowledge Programs, Ops Academy initiatives, and recognition/award programs.
• Partner with business and operations leaders to identify skill gaps and deliver contextual learning solutions.
• Track and report the effectiveness of learning interventions, ensuring continuous improvement.
• Collaborate with internal stakeholders and external vendors to scale and modernize learning delivery.

Mandatory skill sets:

• Strong instructional design and content development skills with proficiency in digital learning tools.
• Proven program management skills with the ability to handle multiple stakeholders and timelines.
• Analytical mindset to assess the effectiveness of learning programs and suggest improvements.

Preferred skill sets:

• Creative mindset with the ability to simplify complex knowledge into engaging learning experiences.
• Strong communication and collaboration skills.
• Adaptability to work in a fast-paced, global, and matrixed environment.

Years of experience required:

• 8+ years of experience in Learning & Development, Instructional Design, or Program Management (preferably within professional services or corporate environments).
• Experience in managing large-scale learning initiatives.

Education qualification:

• Postgraduate in Education, HR, Business, or related fields.

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

Degrees/Field of Study required: Postgraduate (Certificate)

Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills

Web Development

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