GHS Service Manager
GHS Service Manager
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Job Description
Job Description & Summary
Job Summary
PwC IT Services Limited provides shared technology services to the PwC network of member firms in a secure legally compliant efficient and transparent manner.
The Service Manager will be a member of the Global Hosting Services (GHS) Service Management & Compliance team and comes to the organization having experience in IT Service Management (ITSM) domains with a background in IT infrastructure and cloud services. The role holder will be responsible for Continual Service Improvement including:
GHS adherence to PwC Technology ITSM processes
ITSM measurement service reporting and periodic service reviews
Identification and implementation of opportunities for continuous service improvement
Operationalization of new and changed service offerings
GHS offers secure 24/7 hosting services through multiple Public Cloud Service Providers and PwCs global onpremises data centers.
The role holder will report into the GHS Service Management Leader manage a team and work collaboratively across GHS Operations Service Management and Compliance functions global ITSM and other functions.
To excel in this role a Service Manager needs to demonstrate strong leadership skills excellent communication abilities and a proactive approach to problemsolving. They must also be capable of demonstrating influence outside the reach of their direct team ensuring cohesive and efficient operations across various departments.
Job Requirements and Preferences
Basic Qualifications
Minimum Degree Required:
Bachelors degree
Minimum Years of Experience:
10 years in IT and 5 years in IT Service Management
Preferred Qualifications
Preferred Fields of Study:
Information Technology Computer Systems Management Information Systems
Certification(s) Preferred:
ITIL certification
Preferred Knowledge/Skills
Demonstrates intimate abilities and/or a proven record of success in ITSM area including the following areas:
Experience in multiple ITIL processes
Establishing KPIs and driving continual service improvements
General knowledge and experience in Information Technology experience in IT infrastructure and cloud fundamentals is a plus
Excellent communication skills analytical ability exercising professional skepticism strong judgment and leadership skills and the ability to work effectively with Leadership and team members.
Ability to identify and communicate complex technical issues to both technical and nontechnical stakeholders.
Ability to take abstract ideas from inception to completion
Agile openminded ready to bring and implement innovative ideas
Ability to work in a remote geographically dispersed environment
Efficient in selfmanagement and independent task management
Excellent communication interpersonal and presentation skills
Demonstrated experience in leading teams and managing resources effectively
Having experience with ServiceNow is highly beneficial
Responsibilities
GHS adherence to PwC Technology ITSM processes
Measurement and reporting related to ITSM processes (Incident management Request Fulfillment Change Management Problem Management etc. and other relevant quality aspects of the service (e.g. automation success rate and performance as a basis for continual service improvement
Regularly conduct and document service reviews track them for audits and ensure followups occur
Responsible for continuous service improvement initiatives including service maturity assessments and alike
Service reporting and periodic service reviews
Acts as subject matter expert (SME) in the Service Management team for all ITSM related matters and drives related initiatives on behalf of the GHS.
Responsible for Global Hosting Service (GHS) Service Level Management
Leading a team of Service Managers and responsible for operationalization of new and changed service offerings lifecycle management and communications
Required Experience:
Manager
Employment Type
Full-Time
