IT Infrastructure Managed ServicesSenior Associate () PMO Operate

Industry/Sector

Specialism

Management Level

Job Description & Summary

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.

PMO Role

PMO Team member will play a key role in ensuring effective management of daily operations workload balancing reporting and communication across the service delivery team. This role involves coordination with internal PwC teams external service providers and clients to maintain seamless service delivery adherence to SLAs and proactive escalation handling.

Responsibilities

• Conduct daily team meetings to align priorities and ensure smooth communication.
• Balance workload distribution across all team members to maintain productivity and avoid bottlenecks.
• Track and follow up on ongoing service requests and ensure timely resolution.
• Manage the team calendar ensuring awareness of key deadlines patching schedules and client commitments.
• Send reminders for daily client requests and pending tasks.
• Prepare weekly client reports summarizing progress incidents and key metrics.
• Prepare monthly internal reports for PwC management highlighting team performance deliverables and SLA compliance.
• Maintain a Deliverables Tracker to monitor ongoing and completed tasks.
• Generate and update documentation procedures and internal process improvement plans (PIPs).
• Review and track service tickets on Jabbix Jira and Park Place ensuring proper categorization prioritization and timely resolution.
• Identify recurring issues and coordinate with the responsible team members for resolution.
• Ensure escalations are addressed promptly and communicated effectively.
• Attend meetings with service providers and ensure alignment on deliverables and performance.
• Conduct individual feedback meetings with team members to review performance identify improvement areas and promote engagement.
• Support onboarding by conducting initial meetings with new joiners and familiarizing them with operational processes.
• Collaborate with responsible parties for patching process follow-ups and reporting.
• Propose and refine Support Level Agreements (SLAs) and operational support frameworks.

Qualifications

• Bachelors degree in Computer Science or related technology field preferred
• Minimum 4 years of work experience in the below skillset
• Technical Skills:
• Proficiency in Jira Jabbix and Park Place ticketing tools.
• Advanced knowledge of MS Excel PowerPoint and Teams for reporting and presentations.
• Familiarity with IT service management (ITSM) frameworks and incident/change management processes.
• Understanding of patch management and system monitoring tools.

Travel Requirements

Job Posting End Date