INSenior Manager Service Manager – IT Services Co. IFS – PAN India

Line of Service

Industry/Sector

Specialism

Management Level

Job Description & Summary

Why PWC

At PwC you will be part of a vibrant community of solvers that leads with trust and creates distinctive outcomes forour clients and communities. This purpose-led and values-driven work powered by technology in an environment that drives innovation will enable you to make a tangible impact in the real world. We reward your contributions support your wellbeing and offer inclusive benefits flexibility programmes and mentorship that will help you thrive in work and life. Together we grow learn care collaborate and create a future of infinite experiences foreach other. Learn more about us.

At PwC we believe in providing equal employment opportunities without any discrimination on the grounds of gender ethnic background age disability marital status sexual orientation pregnancy gender identity or expression religion or other beliefs perceived differences and status protected by law. We strive to create an environment where each one of our people can bring their true selves and contribute to their personal growth and the firms growth. To enable this we have zero tolerance for any discrimination and harassment based on the above considerations.

Job Description & Summary:

As a Service Manager within Assurance Technology Enablement (ATE) you will be pivotal to the end-to-end operational success of our products and services from onboarding through to retirement. Your mission will be to deliver seamless customer experience by expertly integrating people process and technology. This role requires a focus on service delivery and customer experience acting as a crucial bridge between IT and the business to align operations with strategic needs manage expectations and handle escalations.

Responsibilities:

Key Responsibilities:

Service Strategy & Design:

Possess a deep understanding of the services value function and business purpose.

Align with product roadmaps identify cross-team dependencies and assess risks.

Engage stakeholders to ensure service design meets business and operational needs.

Position the service effectively within the broader organizational strategy and portfolio.

Release & Service Transition:

Lead the transition of new or changed services into operational support.

Oversee onboarding activities ensuring teams are prepared and processes are documented.

Coordinate between development and support teams for smooth handovers.

Facilitate initiation review and approval for change management processes ensuring compliance.

Ensure readiness for monitoring alerting and support frameworks.

Service Operations:

Oversee the day-to-day operations of the service including incident change and request management.

Act as the primary escalation point for service issues driving timely resolution.

Conduct regular Service Reviews with clear outcomes actions and follow-up.

Manage ATE incident communications trend analysis and root cause reporting.

Supplier Oversight:

Build and maintain productive relationships with external suppliers supporting the service.

Monitor and evaluate vendor performance against Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

Ensure suppliers meet contractual compliance and security obligations.

Collaborate on contract renewals new supplier onboarding and exit transitions.

Service Improvements:

Create and manage Continual Service Improvement (CSI) plans.

Identify main user issues and service patterns raising them with service owners.

Identify and implement opportunities for service enhancement and optimization.

Prioritize improvements that enhance customer experience and operational efficiency.

Service Compliance:

Ensure compliance with global PwC Technology NIS and ATE governance standards (onboarding CI management application catalogue maintenance access reviews vulnerability remediation).

Promote consistent processes and maintain service documentation and artifacts.

Stakeholder & Relationship Management:

Build strong working relationships with Product teams Portfolio leads Vendors and internal business/operations/support teams.

Maintain open lines of communication on service status plans and issues.

Represent customer interests in internal discussions and planning.

Drive alignment between technology delivery and business objectives.

Governance Reporting & Financial Oversight:

Manage service-related budgets and conduct regular financial reviews with leadership.

Monitor and report on service performance customer value and outcomes.

Ensure governance activities (staff rosters CMDB service catalogues compliance checks) are maintained.

Communicate service benefits risks and status updates to senior stakeholders.

Mandatory skill sets:

Service Management Expertise:

Deep understanding of ITIL frameworks and the service lifecycle (strategy design transition operation improvement).

Experience with incident change problem and release management.

Ability to run structured Service Reviews root cause analysis and performance reporting.

Stakeholder Management:

Strong interpersonal skills for managing relationships with business stakeholders product and platform teams vendors and third parties.

Confidence in handling conflict resolution and escalation management.

Communication & Influence:

Ability to translate technical language into business language.

Skilled in writing clear updates executive summaries and customer communications.

Ability to influence priorities without formal authority.

Analytical & Problem Solving:

Strong critical thinking for identifying service trends and systemic issues.

Comfortable digging into data to extract insights (service metrics SLA breaches cost impacts).

Proactive in spotting inefficiencies and recommending practical fixes.

Process & Governance Adherence:

Familiarity with firmwide governance policies (e.g. onboarding catalog management risk compliance).

Ability to document standardize and enforce service processes.

Experience leading or participating in audits or compliance reviews.

Tool Proficiency:

Experience with service management platforms such as ServiceNow (highly preferred) and Confluence.

Familiarity with monitoring & alerting tools (e.g. Datadog OpsGenie).

Competence in Excel PowerPoint SharePoint dashboards and reporting tools.

Preferred skill sets:

Behavioral Traits:

Customer-first mindset with empathy and accountability.

Adaptable and calm under pressure

Naturally curious always looking to improve systems.

Team-oriented but capable of leading from the middle.

Strategic yet hands-on able to see the big picture and engage in detailed work.

Years of experience required:

8 yrs

Education qualification:

Any UG/PG

Education (if blank degree and/or field of study not specified)

Certifications (if blank certifications not specified)

Required Skills

Optional Skills

Desired Languages (If blank desired languages not specified)

Travel Requirements

Available for Work Visa Sponsorship

Government Clearance Required

Job Posting End Date