MS Engineering Operations ITSM Manager Operate
MS Engineering Operations ITSM Manager Operate
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Job Description
Line of Service
AdvisoryIndustry/Sector
Not ApplicableSpecialism
Managed ServicesManagement Level
ManagerJob Description & Summary
At PwC our people in managed services focus on a variety of outsourced solutions and support clients across numerous functions. These individuals help organisations streamline their operations reduce costs and improve efficiency by managing key processes and functions on their behalf. They are skilled in project management technology and process optimization to deliver highquality services to clients.Those in managed service management and strategy at PwC will focus on transitioning and running services along with managing delivery teams programmes commercials performance and delivery risk. Your work will involve the process of continuous improvement and optimising of the managed services process tools and services.
Enhancing your leadership style you motivate develop and inspire others to deliver quality. You are responsible for coaching leveraging team members unique strengths and managing performance to deliver on client expectations. With your growing knowledge of how business works you play an important role in identifying opportunities that contribute to the success of our Firm. You are expected to lead with integrity and authenticity articulating our purpose and values in a meaningful way. You embrace technology and innovation to enhance your delivery and encourage others to do the same.
Examples of the skills knowledge and experiences you need to lead and deliver value at this level include but are not limited to:
- Analyse and identify the linkages and interactions between the component parts of an entire system.
- Take ownership of projects ensuring their successful planning budgeting and completion.
- Partner with team leadership to ensure collective ownership of quality timelines and deliverables.
- Develop skills outside your comfort zone and encourage others to do the same.
- Effectively mentor others.
- Use the review of work as an opportunity to deepen the expertise of team members.
- Address conflicts or issues engaging in difficult conversations with clients team members and other stakeholders escalating where appropriate.
- Uphold and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance) the Firms code of conduct and independence requirements.
Job Summary:
The IT Service Manager is responsible for overseeing IT service delivery ensuring alignment with business needs and driving continuous service improvements. This role requires strong expertise in the ITIL framework and extensive experience with ServiceNow ITSM including Configuration Management Database (CMDB) management to maintain accurate IT asset and service relationships. The ideal candidate will ensure high availability performance and efficiency of IT services while leveraging ITSM tools for optimization.
Key Responsibilities:
Service Delivery & Operations Management:
- Ensure the effective delivery of IT services in alignment with business objectives.
- Oversee IT service operations including incident problem and change management.
- Ensure SLAs (Service Level Agreements) and OLAs (Operational Level Agreements) are met.
- Monitor and improve IT service performance availability and security.
- Manage IT service continuity and disaster recovery planning.
Incident Problem and Change Management:
- Proficient in incident management frameworks such as ITIL and implementing best practices.
- Skilled in leading and coordinating incident response teams to mitigate and resolve incidents swiftly.
- Excellent communication leadership and problemsolving abilities.
- Lead the resolution of major incidents ensuring timely communication and root cause analysis.
- Identify and address recurring IT service issues through problem management processes.
- Oversee change management processes to ensure minimal disruption to business operations.
- Collaborate with crossfunctional teams including IT operations and engineering to address and resolve problems.
- Develop and maintain problem management processes and procedures in alignment with ITIL best practices.
- Monitor problem trends and implement proactive measures to prevent future issues.
- Create detailed documentation of problem resolution steps and communicate findings to stakeholders.
- experience in CMDB management focusing on data integrity process efficiency and automation.
- Strong background in designing CMDB structures data mapping and relationship management.
- Proficient in implementing CMDB best practices and ensuring compliance with ITIL framework.
- Skilled in collaborating with crossfunctional teams and stakeholders to ensure data accuracy and usability.
Stakeholder & Vendor Management:
- Collaborate with business leaders to understand service needs and ensure IT alignment.
- Manage relationships with thirdparty vendors ensuring contract compliance and performance.
- Act as the primary point of contact for escalations related to IT service performance.
Service Improvement & IT Governance:
- Drive continuous service improvement (CSI) initiatives using ServiceNow analytics and reporting tools.
- Establish and refine ITILbased service management processes to enhance efficiency.
- Conduct regular IT service reviews audits and risk assessments.
Team Leadership & People Management:
- Lead and mentor IT service teams ensuring high performance and knowledge development.
- Provide ServiceNow ITSM training and best practices guidance to team members.
- Foster a culture of collaboration accountability and customercentricity.
Required Skills & Qualifications:
- 10 years of experience in IT service management with handson expertise in ServiceNow ITSM.
- Strong knowledge of ITIL framework (ITIL v3/v4 certification preferred).
- Experience in ServiceNow ITSM modules including CMDB Incident Problem Change and Service Catalog.
- Ability to create and manage ServiceNow reports dashboards and workflows for ITSM processes.
- Strong stakeholder management and vendor negotiation skills.
- Excellent communication leadership and analytical skills.
- Ability to work in a fastpaced dynamic environment.
Preferred Qualifications:
- ITIL v4 Certification (Foundation or higher).
- Advanced ServiceNow ITSM Administrator or Developer Certification is a plus.
- Experience in automation and scripting within ServiceNow workflows.
- Knowledge of cloudbased IT service management (AWS Azure Google Cloud).
- PMP or Agile/Lean certifications are a plus.
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
Accepting Feedback Accepting Feedback Active Listening Analytical Thinking Automation Automation Framework Design and Development Automation Solutions Budgetary Management Business Process Automation (BPA) Business Process Improvement Business Process Outsourcing Business Transformation Coaching and Feedback Communication Continuous Process Improvement Creativity Data Quality Automation Deliverable Planning Delivery Excellence Design Automation Digital Transformation Embracing Change Emotional Regulation Empathy Inclusion 29 moreDesired Languages (If blank desired languages not specified)
Travel Requirements
Not SpecifiedAvailable for Work Visa Sponsorship
NoGovernment Clearance Required
NoJob Posting End Date
Required Experience:
Manager
Employment Type
Full-Time
