CMS - Senior Associate (Sr. Analyst) - Service Management Sr Analyst - Operate
CMS - Senior Associate (Sr. Analyst) - Service Management Sr Analyst - Operate
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Job Description
Line of Service
AdvisoryIndustry/Sector
TechnologySpecialism
Managed ServicesManagement Level
Senior AssociateJob Description & Summary
At PwC our people in infrastructure focus on designing and implementing robust secure IT systems that support business operations. They enable the smooth functioning of networks servers and data centres to optimise performance and minimise downtime.Those in cloud operations at PwC will focus on managing and optimising cloud infrastructure and services to enable seamless operations and high availability for clients. You will be responsible for monitoring troubleshooting and implementing industry leading practices for cloud-based systems.
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.
Minimum years experience required
Change and Release Manager - Job Description
Job Summary:
The Release manager is responsible for overseeing release and change delivery component 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. The ideal candidate will ensure high availability performance and efficiency of IT services while leveraging ITSM tools for optimization.
Key Responsibilities:
Change & Release Management:
Experience in Release Release Enablement leading infra and apps with in dependent and operational requirement. Desire to tackle dependent issues problem for continuous service improvements.
Leads agile release trains across towers for flawless releases.
Understanding exposure of Apps Infra IT control and governance.
Lead and Chair change and release cadences refine and mature the practice.
Measure industry outstanding metrics for change and release.
Chair CAB and fitness for launch release calls for GO/NO GO along with tech and business leaders.
Leadership skills matrix management service management change ITIL.
Proven experience in managing team within dependent matrix.
Skilled and experienced problem solving.
Ensure SLAs (Service Level Agreements) and OLAs (Operational Level Agreements) are met.
Detailed Responsibilities:
Ensure release processes are well detailed and kept up to date and improved inline with global release process.
Focus on balancing efficiency throughput compliance and risk control for all the changes in defined scope.
Lead release cadence in Agile way of working.
Resolve dependency across teams for release planning and implementation.
Drive continual service improvements change and release practices.
Excellent communication leadership and problem-solving abilities.
Oversee change management processes to ensure minimal disruption to business operations.
Collaborate with cross-functional teams including IT operations and engineering to address and resolve problems.
Skilled in collaborating with cross-functional 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 third-party vendors ensuring contract compliance and performance.
Act as the primary point of contact for escalations related to release and change.
Required Skills & Qualifications:
5 to 10 years (SA) of experience in IT service management with hands-on expertise in ServiceNow ITSM.
Strong knowledge of ITIL framework (ITIL v3/v4 certification preferred).
Experience in ServiceNow ITSM modules including release Change
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 fast-paced dynamic environment.
Preferred Qualifications:
ITIL v4 Certification (Foundation or higher).
Knowledge of cloud-based IT service management .
PMP or Agile/Lean certifications are a plus.
Additional application instructions
- Add here AND change text color to black or remove bullet and section title if not applicable
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 Cloud Administration Cloud-Based Service Management Cloud Engineering Cloud Infrastructure Cloud Infrastructure Architecture Design Cloud Infrastructure Optimization Cloud Migration Cloud Operations (CloudOps) Cloud Performance Optimization Cloud Service Delivery Cloud Strategy Communication Creativity Embracing Change Emotional Regulation Empathy Inclusion Infrastructure Management Infrastructure Performance Intellectual Curiosity Learning Agility 9 moreDesired Languages (If blank desired languages not specified)
Travel Requirements
Available for Work Visa Sponsorship
Government Clearance Required
Job Posting End Date
Required Experience:
Senior IC
Employment Type
Full-Time
