MS Engineering Operations ITSM Lead Senior Associate Operate

Line of Service

Advisory

Industry/Sector

Not Applicable

Specialism

Managed Services

Management Level

Senior Associate

Job 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.

Focused on relationships you are building meaningful client connections and learning how to manage and inspire others. Navigating increasingly complex situations you are growing your personal brand deepening technical expertise and awareness of your strengths. You are expected to anticipate the needs of your teams and clients and to deliver quality. Embracing increased ambiguity you are comfortable when the path forward isnt clear you ask questions and you use these moments as opportunities to grow.

Examples of the skills knowledge and experiences you need to lead and deliver value at this level include but are not limited to:

• Respond effectively to the diverse perspectives needs and feelings of others.
• Use a broad range of tools methodologies and techniques to generate new ideas and solve problems.
• Use critical thinking to break down complex concepts.
• Understand the broader objectives of your project or role and how your work fits into the overall strategy.
• Develop a deeper understanding of the business context and how it is changing.
• Use reflection to develop self awareness enhance strengths and address development areas.
• Interpret data to inform insights and recommendations.
• 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 senior associate 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:

• 5 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 Communication Continuous Process Improvement Creativity Data Quality Automation Deliverable Planning Delivery Excellence Design Automation Digital Transformation Embracing Change Emotional Regulation Empathy Inclusion Intellectual Curiosity 24 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