Global Hosting Services Service Manager
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Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Job Description & Summary
The Opportunity
PwC IT Services Limited provides shared technology services to the PwC network of member firms in a secure legally compliant efficient and transparent manner.
The Service Manager will be a member of the Global Hosting Services (GHS) Service Management & Compliance team and comes to the organization having experience in IT Service Management with a background in IT infrastructure and cloud services.
The Global Hosting Service provides andoperateshighly available24/7 IaaS and PaaS across multiple Public Cloud Service Providers (CSPs) and global on-premises hosting centers.
The GHS Service Manager plays a critical role within the Global Hosting Services (GHS) Service Management team ensuring that new cloud services and major enhancements are thoroughly prepared for operational readiness. This role bridges Product Engineering Operations and global stakeholders to translate business requirements into operational modelsvalidatetechnical and process readiness andfacilitateseamless service adoption into the GHS support framework.
The role combines service delivery operational readiness datadriven decision support and customer consultation to ensure that new services are delivered efficiently securely and in alignment with PwC standards.
To excel in this role a Service Manager needs todemonstrateexcellent communication abilities and a proactive approach to problem-solving. They must also be capable ofdemonstratinginfluence outside the reach of their direct team ensuring cohesive and efficient operations across various departments.
What you will be doing
Drive endtoend operationalization of new cloud products and major enhancements ensuring they meet GHS Product Acceptance Checklist (PAC) requirements (documentation KT access monitoring support models SLAs/SLOs)
Translate stakeholder product and engineering requirements into actionable operational specifications ensuring clarity across all teams
Maintain Service Level Objective (SLO) documents to clearly define customer responsibilities while ensuring the support scoperemainsconsistent within GHS
Conduct risk impact and supportability assessments for new services
Document requirements and route requests to relevant GHS teams; track progress through operational readiness milestones
Participate in daily/weekly project Scrums and regularly report the progress
GHS adherence to PwC Technology ITSM processes
Knowledge of cloud fundamentals architectural principles and concepts.
General knowledge and experience in Information Technology experience in IT infrastructure and cloud fundamentals
Excellent communication interpersonal and presentation skills
What we need from you
Bachelors degree(Information Technology Computer Systems Management Information Systems)
7 years in IT and 3 years in IT Service Management
Certification(s) Preferred:
ITIL certification
SAFeor Project Management Professional (PMP)
Azure Fundamentals
Preferred Knowledge/Skills
SAFeor Agile framework
Cloud infrastructure fundamentals (Azure AWS GCP)
Experience in multiple ITIL processes
Establishing KPIs and driving continual service improvements
Analytical ability exercising professional skepticism strong judgment and leadership skills and the ability to work effectively with Leadership and team members.
Ability toidentifyand communicate complex technical issues to both technical and non-technical stakeholders.
Ability to take abstract ideas frominceptionto completion
Agile open-minded ready to bring and implement innovative ideas
Ability to work in a remote geographically dispersed environment
Efficient in self-management and independent task management
Having experience with ServiceNow is highly beneficial
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Required Experience:
Manager
Key Skills
About Company
At PwC, our purpose is to build trust in society and solve important problems. We’re a network of firms in 155 countries with over 284,000 people who are committed to delivering quality in assurance, advisory and tax services. Find out more and tell us what matters to you by vis ... View more
