IN_Senior Manager_India IT _IT GRC_IFS_Pan India

Line of Service

Internal Firm Services

Industry/Sector

Not Applicable

Specialism

IFS - Operations

Management Level

Senior Manager

Job Description & Summary

A career in Information Technology, within Internal Firm Services, will provide you with the opportunity to support our core business functions by deploying applications that enable our people to work more efficiently and deliver the highest levels of service to our clients. You’ll focus on managing the design and implementation of technology infrastructure within PwC, developing and enhancing both client and internal facing applications within PwC, and providing technology tools that help create a competitive advantage for the Firm to drive strategic business growth.

Our Operations Support team monitors the overall quality of our service. As a part of the team, you’ll be the primary contact for ensuring the quality of our services is maintained while also considering better ways to provide the same service in a more cost efficient manner and keeping customer satisfaction with our services high.

Job Description & Summary:

We are seeking a highly skilled and experienced IT Governance, Risk, and Compliance (IT GRC) Leader to join our team. The ideal candidate will have a strong background in IT audit coordination, risk management, and IT service management. As the IT GRC Leader, you will play a pivotal role in ensuring that our IT operations adhere to global standards and best practices. You will be responsible for coordinating audits, tracking audit observations, and ensuring that they are mitigated and closed effectively. Additionally, you will represent PwC India in various global and regional ITSM councils and meetings.
 

Responsibilities:

1. Audit Resilience Related Responsibility:

• Audit Coordination: Act as the primary point of contact for all IT audits, coordinating with internal and external auditors to ensure a smooth and efficient audit process.
• Audit Observations Closure: Track and manage audit observations from identification to closure, ensuring all findings are addressed in a timely manner.
• Management Responses: Draft and review management responses to audit findings, coordinating with leadership and relevant stakeholders to ensure accuracy and completeness.
• Risk and Intensity Review: Conduct first and second-level reviews with auditors and assessors to challenge the risk and intensity of audit points, providing a balanced perspective.
• Risk Control Self-Assessments (RCSA): Coordinate RCSA activities with the team to ensure samples and documents are tested as per procedures, and any gaps are identified and addressed.
• Finalization of RCSA Control: Work closely with internal auditors, IT, and IT security process leaders to finalize RCSA controls and ensure their effectiveness.

2. IT Service Management and Continuous Improvements:

• Global IT Processes Compliance: Ensure adherence to global IT processes in IT operations, including IT incident management, major incident handling, change management, problem management, service request management, ITSM reporting, and ITSM governance.
• Global Representation: Represent PwC India in global ITSM council meetings, APAC meetings, and APAC CAB (Change Advisory Board) meetings, contributing to the continuous improvement of ITSM processes and practices.
• ServiceNow Service Catalog Updates: Manage and update the ServiceNow service catalog, including SLA definitions, service catalog categories, and sub-category values, to ensure alignment with business needs and ITSM standards.

3. ITSM Reporting and Ticket Analysis:

• ITSM Reporting: Develop and maintain comprehensive ITSM reports, providing insights and analysis to drive continuous improvement in IT service delivery.
• Ticket Analysis: Conduct regular analysis of ITSM tickets to identify trends, root causes, and opportunities for process improvements.
• Performance Metrics: Monitor and report on key performance metrics related to IT service management, ensuring transparency and accountability.

Mandatory skill sets:

• Strong understanding of IT governance, risk management, and compliance principles.
• Excellent coordination and project management skills.
• Ability to draft clear and concise management responses.
• Strong analytical and problem-solving skills.
• Proficient in ITSM tools, particularly ServiceNow.
• Excellent communication and interpersonal skills.

         Ability to work collaboratively with cross-functional teams and global stakeholders

Preferred skill sets:

IT Service Management (ITSM)

• ITIL Knowledge: Familiarity with the IT Infrastructure Library (ITIL) framework and best practices.
• Service Delivery: Experience in delivering IT services that meet business needs.

Years of experience required:

10 + Years

Education qualification:

Bachelors/Btech

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

Degrees/Field of Study required: Bachelor of Engineering, Bachelor Degree

Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills

IT Governance, Risk Management

Optional Skills

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