IT Service Management Process Manager

Line of Service

Industry/Sector

Specialism

Management Level

Job Description & Summary

Contribute to creating a better tomorrow

The only way we can tackle the challenges of this fast-changing world is with passionate people. Led by our purpose of building trust and solving important problems, we come together at PwC to address the biggest issues facing the world in a way that drives positive impact. Are you eager to join a team fueled by open and curious minds, who are passionate about their work and create new solutions for a new day? Then you’re at the right place.

Bring your talent. Learn new skills. Make a positive impact.

As a technology-enabled innovator, PwC is building out a ‘digital first’ delivery model for and with our clients. This digital delivery model isn’t just about the technologies, it’s about new ways of solving complex problems, creating unique experiences and accelerating business while leveraging our core expertise.

PwC’s Products & Technology team is central to this vision. We design, develop and scale products to help our internal and external clients lead the next phase of their digital evolution. We support the PwC business specialists to build products connected to a purpose. Process improvement, business transformation, effective use of innovative technology and data & analytics, and leveraging alternative delivery solutions are key components. Our products tackle the real challenges our clients face today, and unlock new opportunities for future growth.

Our digital product teams aim to reimagine the possible: based on client centricity, agile delivery and startup thinking.

Your impact

As an ITSM Process Manager, you will play a crucial role within a dynamic core team dedicated to optimizing our people, technology, and processes. Your main focus will be achieving operational excellence by proactively driving, monitoring, measuring, and enhancing our internal IT processes.

You will be responsible for managing and serving as the backup for one or more ITIL processes, including but not limited to Major Incident Management, Problem Management, Change Management, Configuration Management, Knowledge Management, and Request Fulfillment.

This role requires a sharp focus on customer experience, operational stability, continuous improvement, and IT service quality. 

You will be entering a job with a varied mix of opportunities.  In a growing and developing environment of ITIL these are some of the challenges that await you.

As a ITSM Process Manager you’ll make an impact by:
 

Key responsibilities

• Act as the single point of contact for all relevant ITSM processes.
• Own and manage the process(es) assigned to you, ensuring accountability for process strategy, execution, and continual improvement.
• Analyze trends and develop improvement plans.
• Assess the effectiveness of known errors and suggest improvements.
• Monitor process service level agreements and ensure compliance.
• Proactively identify and analyze problems, recommending service improvement plans.
• Follow up issues and progress with problem owners where necessary
• Communicate major incidents/problems and their impact on stakeholders.
• Advocate for mature and integrated processes.
• Coach internal staff on daily process activities.
• Prevent recurrence of issues by identifying root causes and implementing fixes.
• Ensure efficient integration between assigned processes and other ITSM areas (e.g., Knowledge, Change, Configuration Management).
• Prepare daily, weekly, and monthly ITSM process reports for operational and executive levels.
• Compile various KPIs for process evaluation.
• Attend postmortem meetings, driving teams to identify root causes and develop corrective/preventative action plans.
• Manage ticket lifecycles, ensuring incidents, problems, or changes are tracked to resolution per agreed plans.
• Identify operational issues and trends, driving solutions with Service Owners.
• Monitor ITSM process KPIs.
• Facilitate or participate in ITSM management meetings focusing on major incidents, root cause analysis statuses, incident trending, and operational issues.
• Organize and lead ITSM process meetings/councils and attend global process council meetings.
• Investigate issues to identify the root causes of problems/major incidents, and drive service improvement initiatives (encompassing people, process, and technology elements).
• Conduct periodic audits to ensure process adherence.
• Evaluate customer satisfaction survey results to drive end-user experience improvements.
• Collaborate with internal (local & global) technical teams, service management, and internal clients.
• Bring your expertise to the table in projects related to or impacting IT Service Management (ITSM) and processes.
• Take a proactive approach to process improvement by identifying opportunities for optimization.
• Bring strong ownership by taking initiative to drive process improvement and deliver results.

About you

• A minimum 2 years of relevant Service Management experience.
• Bachelor's or Master's degree in computer science, information systems, business administration, applied economics, or equivalent experience.
• ITIL v3 or v4 foundation certification preferred other ITIL certifications is a plus.
• Proficient in ServiceNow, reporting, KPIs, and operational/performance metrics.
• Skills: knowledge of ITIL methodology, BPM methodology, analytical, service & customer focus, coordination & troubleshooting skills, …
• Ability to work in a large and matrixed corporate environment.
• Languages: Fluent in English; knowledge of Dutch or French is a must. Excellent written and verbal communication skills in English is mandatory.

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

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