Managed Services-Senior Manager-Quality Leader & Reviewer Operate

Industry/Sector

Specialism

Management Level

Job Description & Summary

Growing as a strategic advisor you leverage your influence expertise and network to deliver quality results. You motivate and coach others coming together to solve complex problems. As you increase in autonomy you apply sound judgment recognising when to take action and when to escalate. You are expected to solve through complexity ask thoughtful questions and clearly communicate how things fit together. Your ability to develop and sustain high performing diverse and inclusive teams and your commitment to excellence contributes to the success of our Firm.

Examples of the skills knowledge and experiences you need to lead and deliver value at this level include but are not limited to:

• Craft and convey clear impactful and engaging messages that tell a holistic story.
• Apply systems thinking to identify underlying problems and/or opportunities.
• Validate outcomes with clients share alternative perspectives and act on client feedback.
• Direct the team through complexity demonstrating composure through ambiguous challenging and uncertain situations.
• Deepen and evolve your expertise with a focus on staying relevant.
• Initiate open and honest coaching conversations at all levels.
• Make difficult decisions and take action to resolve issues hindering team effectiveness.
• Model and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance) the Firms code of conduct and independence requirements.

JD -Performance Improvement Team (PIT) - SM - Operate

Field CAN be edited

Field CANNOT be edited

Job Summary -

A career in our Managed Services team will give you an opportunity to collaborate with many delivery teams to help our clients implement and operate quality controls achieve operational efficiencies and establish continual improvement practices.

Within our global Managed Services platform Performance Improvement Team (PIT)s objective is to build a Service Excellence Culture through establishing Quality Governance framework driving training programs conducting reviews to assess Delivery Health at multiple stages (initiation execution and Closure) trigger/drive improvement initiatives and to inform the MSP leadership on current state of health while providing recommendations to mature the platform.

Minimum Degree Required (BQ) *:

Bachelors Degree

Degree Preferred: B.E

Required Field(s) of Study (BQ):

Computer Science

Preferred Field(s) of Study:

Graduate or Masters in Technology/ Engineering

Minimum Year(s) of Experience (BQ) *:

15 years of experience

Certification(s) Preferred: PMP ITIL Lean & Six Sigma

Preferred Knowledge/Skills *:

Job Description

• As a Senior Manager you will drive and advance our Managed Services Quality Program. This role will partner closely with delivery stakeholders and the broader PIT team to drive quality initiatives align with platform strategy and ensure adherence to the Firms Quality and Risk Management policies
• Plan conduct and follow through on engagement health reviews ensuring timely completion of resulting action items
• Drive program enhancements and develop core assets tools and collateral to support quality initiatives across the organization
• Design and deliver training sessions to promote awareness and adoption of quality principles and best practices
• Serve as a Subject Matter Advisor on quality in Managed Services delivery offering leadership guidance and industry best practices
• Ensure compliance with the Firms risk management and regulatory requirements
• Apply in-depth knowledge of the Capability Maturity Model Integration (CMMI) framework; certification strongly preferred
• Leverage significant experience in delivering Managed Services engagements (e.g. Technology Finance and Accounting etc.)
• Build strong collaborative relationships across business units and functional teams
• Communicate clearly and confidently with stakeholders at all levels
• Model and uphold the Firms Code of Ethics and Business Conduct
• Actively contribute to broader Firm and platform-level initiatives.

Position Requirements:

Required Skills:

• 15 years of delivery and quality experience encompassing quality framework definition and implementation process reviews quality tools implementation etc.
• Excellent understanding of Managed Service Delivery - ITIL Processes Project Management methodologies (SDLC Agile DevOps etc.) Business Processes (Finance Health Insurance) and Operating Models
• Good experience working with teams for implementing Quality for varied technologies (eg ERP applications bespoke applications Infra Cloud Testing Data Analytics)
• Good experience of working with Business Process Backoffice Operations teams fpr the purpose of implementing Quality
• Experience in running continuous improvement initiatives (Six Sigma Lean AI led automations etc.)
• Substantial experience in planning creating content for and conducting quality-related training sessions
• Strong collaboration communication and stakeholder management skills
• Problem solving and critical thinking skills

Preferred Skills:

• Change Management
• Experience of leading quality certifications especially CMMi ISO 20000

Travel Requirements

Job Posting End Date