Technology Senior Manager

Line of Service

Internal Firm Services

Industry/Sector

Not Applicable

Specialism

IFS - Information Technology (IT)

Management Level

Senior Manager

Job Description & Summary

At PwC, we measure success by our ability to create the value that our clients and our people are looking for. Our reputation lies in building lasting relationships with our clients and a focus on delivering value in all we do. We’re a network of firms in 152 countries with more than 328,000 people who are committed to delivering world-class capabilities and quality in assurance, tax and advisory services.

Established in the region for over 40 years, PwC Middle East employs over 10,000 people across 12 countries: Bahrain, Egypt, Iraq, Jordan, Kuwait, Lebanon, Libya, Oman, Qatar, Saudi Arabia, Palestine and the United Arab Emirates. Complementing our depth of industry expertise and breadth of skills is our sound knowledge of local business environments across the Middle East region. Our tailored solutions help our clients meet the challenges and opportunities of doing business in the Middle East market, and beyond.

Line of Service: Internal Firm Services (IFS)

IFS is a network of specialist support professionals, which includes Clients & Markets, Finance, Human Capital, Marketing & Communications, Office Management, Risk & Quality, Technology, to name but a few. Each function plays a vital role in making sure we have all the right resources, services and technology across our business.

Tech Majlis (our technology lounge) Strategic Planning

• Develops and communicates plans to drive forward the TechMajlis strategy.

• Ensuring that TechMajlis strategic plan is carried out to a high standard and follows all PwC policies and guidelines.

• Inspire continuous improvement of all TechMajlis team processes and initiatives.

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Tech Majlis Budget Planning

• Development and management of the TechMajlis budget, through forecasting future budget needs, Review countries budget requests for approval and Suggesting spending improvements that decrease costs.

Tech Majlis Resources Planning

• Manage multi-locations teams of technical resources providing remote and deskside services to customers.

• Leads the development and implementation of policy and strategies for capacity and performance management to meet business needs.

• Leads capacity modeling and forecasting over the Technology’s planning or budgeting cycle.

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Tech Majlis Training Strategy

• Support and facilitate IT skill development of TechMajlis services staff.

• Identify and assess the training needs of the Techmajlis team through job analysis, career paths and consultation with managers.

• Effectively manage the training budget.

• Keep abreast of training trends, developments and best practices.

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Tech Majlis Governance

• Measuring and monitoring TechMajlis compliance with the Technology strategy

• Developing systems and processes for the management and reporting of risks relating to TechMajlis work

• Maintaining standard operating procedures for TechMajlis current and proposed work/systems to ensure compliance with corporate governance

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Senior Stakeholder Management

• Maintain collaborative relationships with key customers

• Manage and ensure feedback of key stakeholder responses and requests to technical teams are responded to within agreed quality and timescales.

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Escalation Management

• Development and management of process to deal with incidents and problem management within TechMajlis ensuring problems get resolved and issues are addressed at the right level

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Customer Satisfaction

• Ensure that customers have a positive experience with TechMajlis service.

People Management

• Involves staff in making strategic decisions; delegates increased leadership responsibilities as employees’ capabilities increase

• Provides individuals with development opportunities to test and expand their capabilities and achieve higher levels of performance (with a typical focus on developing leaders)

• Develops diverse pod teams (i.e., project teams, home team, matrix team, virtual teams administrative teams, etc.)

• Retaining the best people and manage exits professionally

• Promotes cohesiveness of a team by defining roles and responsibilities of each team member and establishing overall objectives

• Ensure overall team health, and allow others to act on their expertise in their discipline and understand my role is sometimes operating in the background to ensure smooth running of the business.

• Achieves buy-in and consensus from people who share widely different views.

• Inspires others to strive for excellence.

Country Project Support

• Assist in planning and executing TechMajlis rollout projects and system implementations in the field in an organized and effective manner.

• Assist in planning and managing new office build outs, and office moves

Country Asset Management

• Ensure the implementation of the asset management strategy across the country.

• Provide guidance on country asset management including areas such as -but not limited to- the maintenance of hardware assets, licensing of software, protection of intellectual property, and legal obligations.

• Manage tools, techniques and processes to create and maintain an accurate asset register.

Country Key Vendor/Supplier Management

• Facilitate and maintain relationships between TechMajlis and country vendors/Suppliers, negotiating contracts, creating standards for the vendors, and finding the best available vendors.

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Country Training Demand

• Identify and assess the training needs of the Techmajlis team through job analysis, career paths and consultation with managers.

• Effectively manage the training budget.

Country Demand Management

• Apply techniques to control the demand upon a particular resource or service.

• Forecast, plan country demand and provide reports concerning demand management

• Develop routine and ad-hoc country demand reports for management.

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Managing IT Operations (Desktop, Network, Collaboration, Printers)

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• Ensure the smooth running of the IT operations in the field, including user support, IT systems, network services, communications, and connectivity;

• Provide guidance and support to field office IT staff as they perform troubleshooting and maintenance tasks on the servers, PCs, and other devices;

• Network configuration assessments, and implementing Hardware/ software upgrades and improvements;​

Country Leadership Stakeholder Management

• Maintain collaborative relationships with Country Leadership.

• Manage and ensure feedback of country key stakeholder responses and requests to technical teams are responded to within agreed quality and timescales.

Country Resource Management

• Lead people, hours and shifts: this will include staff and team scheduling,

• Make sure all required responsibilities within the country are defined and staffed with appropriately skilled personnel.

• Participate in capacity modeling and forecasting over the Technology’s planning or budgeting cycle.

Country Project Support

• Assist in planning and executing TechMajlis rollout projects and system implementations in the field in an organized and effective manner.

• Assist in planning and managing new office build outs, and office moves

Experience:

• A minimum of 10+ years of experience leading infrastructure/data center teams.
• Excellent knowledge of technology environments, including technology lounge, networking, telecommunications, networks, security, data centers and desktops .
• Experience building a highly resilient and fault-tolerant IT support teams.

Certifications:

• PMP Certification (or equivalent in Six Sigma, Agile, or Scrum methodologies).
• Other certifications such as ITIL, CISSP, CISA, PRINCE, AWS, CPA, CRISC or PMI may also be relevant.

Education:

• Bachelor’s and Master’s Degrees in fields like Computer Science, Engineering, Education, Business/Administration, Technical, Project Management, MBA, or Information Systems

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

Available for Work Visa Sponsorship?

Government Clearance Required?

Job Posting End Date