Managed Services â GDM Transition COE _Senior Associate-Service Management/ITIL- Operate
Managed Services â GDM Transition COE _Senior Associate-Service Management/ITIL- Operate
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Job Description
Line of Service
AdvisoryIndustry/Sector
Not ApplicableSpecialism
Managed ServicesManagement Level
Senior AssociateJob 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 high-quality 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 -
A career in our Managed Services team will give you an opportunity to collaborate with many teams to help our clients implement and operate new capabilities achieve operational efficiencies and harness the power of business and technology. Within our global Managed Services platform Transitions objective is to successfully enable operations to meet contracted service requirements through the documented solution and demonstrated Operational Readiness prior to Commencement of Service Delivery. Transition operates with quality and within a standard across all towers of the Managed Services Practice regardless of the size of the engagement and the size of the customer.
Minimum Degree Required (BQ) *:
Bachelors Degree
Degree Preferred:
B-TECH
Required Field(s) of Study (BQ): Btech BCA MCA
Preferred Field(s) of Study:
IT B-Tech Technology Operations
Minimum Year(s) of Experience (BQ) *: US
Minimum of 5-8 year(s) of experience
Certification(s) Preferred:
ITIL V4 Mandatory & Prince 2 / PMP are preferred
Preferred Knowledge/Skills *:
ITSM Service Management (Incident Problem and Change) Service Now Reporting and Dashboards
Job Requirements and Preferences:
- Develop implement and manage IT service management processes including Incident Management Problem Management Change Management Release and Configuration Management.
- Collaborate with cross-functional teams to ensure seamless service delivery and support addressing incidents and service requests promptly.
- Establish change management process including assessment approval scheduling and communication of changes.
- Setup process to help service delivery team with Coordinating release and deployment activities ensuring proper testing and documentation.
- Setup Service Introduction process for introduction of changes and releases.
- Monitor service performance and analyze key metrics to identify areas for improvement and optimize service delivery.
- Collaborate with cross-functional teams to define service offerings service level agreements (SLAs) and service catalogs.
- Establish and maintain service level agreements (SLAs) and key performance indicators (KPIs) to measure and report on service performance.
- Generate regular reports on service performance incident trends and problem resolution during the service transition phase.
- Use data-driven insights to identify areas for improvement and enhance service quality.
- Drive continuous improvement initiatives to enhance service quality efficiency and effectiveness.
- Manage and prioritize service-related projects ensuring timely delivery and successful implementation.
- Provide leadership and mentorship to service support teams fostering a culture of collaboration and excellence.
- Stay up to date with industry trends best practices and emerging technologies in service management and IT operations
Preferred Qualifications:
Preferred Knowledge/Skills:
- As an Sr Associate you will work as part of a team of problem solvers helping execute critical client facing and internal transition programs
- Collaborate effectively with key stakeholders across the board
- Identify and make suggestions for improvements and help build key assets and collaterals for Transition Center of Excellence
- Handle/analyze data and information responsibly.
- Follow risk management and compliance procedures.
- Communicate confidently in a clear and concise manner.
- Uphold the firms code of ethics and business conduct.
- Work in a team environment that includes client interactions manage deliverables independently and cross-team collaboration.
- Good Team player. Take up cross competency work and contribute to COE activities
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 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:
Senior IC
Employment Type
Full-Time
