Service Management & Operations- Senior Manager

A career in our Service Management practice, within Cloud Computing and Networking services, will provide you with the opportunity to focus on the joint business relationship between PwC and Google, HP, Microsoft, Oracle, SAP, and other cloud based platforms to bring new and innovative services to some of the largest companies. We help our clients adopt the cloud to transform Information Technology, scale and streamline operations and create new cloud based businesses through our strong alliances. You'll be at the forefront of helping organisations around the globe adopt innovative technology solutions that optimise business processes or enable scalable technology. Our team helps organisations transform their Information Technology operations into additional sources of revenue by improving Information Technology service delivery, cost efficiency, and customer satisfaction. As part of the team, you'll help our clients design and implement process strategies to address gaps in their cloud service delivery and service management proficiency.
To really stand out and make us fit for the future in a constantly changing world, each and every one of us at PwC needs to be a purpose-led and values-driven leader at every level. To help us achieve this we have the PwC Professional; our global leadership development framework. It gives us a single set of expectations across our lines, geographies and career paths, and provides transparency on the skills we need as individuals to be successful and progress in our careers, now and in the future.
As a Senior Manager, you'll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. PwC Professional skills and responsibilities for this management level include but are not limited to:

• Encourage everyone to have a voice and invite opinion from all, including quieter members of the team.
• Deal effectively with ambiguous and unstructured problems and situations.
• Initiate open and candid coaching conversations at all levels.
• Move easily between big picture thinking and managing relevant detail.
• Anticipate stakeholder needs, and develop and discuss potential solutions, even before the stakeholder realises they are required.
• Contribute technical knowledge in area of specialism.
• Contribute to an environment where people and technology thrive together to accomplish more than they could apart.
• Navigate the complexities of cross-border and/or diverse teams and engagements.
• Initiate and lead open conversations with teams, clients and stakeholders to build trust.
• Uphold the firm's code of ethics and business conduct.

As part of PwC's Technology Operations (IT4IT) practice, the Service Management and Operations capability helps our clients transform their business through innovative technology solutions and effective Service Management Operations. Part of that journey includes helping our clients enable innovation, reinventing their customer experience, and exploring new markets.
Job Requirements and Preferences:
Basic Qualifications:
Minimum Degree Required:
Bachelor Degree
Required Fields of Study:
Computer and Information Science, Management Information Systems
Minimum Years of Experience:
7 year(s)
Preferred Qualifications:
Certification(s) Preferred:

• ITIL 4
• COBIT
• ISO 27001
• ServiceNow Certification(s)
• BMC Helix Certification(s)
• Flexera Certification(s)
• Jira Service Management (JSM)
• Certification(s) from a leading cloud service provider (AWS, Azure, GCP)
• FinOps Certified Practitioner

Preferred Knowledge/Skills:
Demonstrates intimate-level abilities and/or a proven record of success managing efforts with identifying and addressing client needs including:

• Experience with ServiceNow or similar tool's IT Service Management modules and how they are implemented across different operating models (ITIL);
• DevSecOps transformations;
• Cloud platforms (AWS, Azure, Google Cloud Platform) and their key technologies, including: Observability, AIOps, APM;
• Industry leading discovery technologies (SCCM, Tanium, Armis, Intune) and how they integrate with ServiceNow;
• Develop and re-engineer IT processes, capabilities, and controls in an proven and efficient way;
• Implement and mature governance frameworks, including operating models for skills and people to support operations on premise and in the cloud as well as reporting capabilities; and,
• IT Financial Management- cost asset management and optimization.

Demonstrates intimate-level abilities and/or a proven record of success in the following areas:

• Identifying and developing opportunities to assist clients with organizational maturity;
• Bringing together the right perspectives, identify roadblocks, and integrate feedback from clients and team members;
• Managing delivery from project scoping to conclusion, while consistently keeping the client's goals in mind;
• Having a passion for developing and growing team members;
• Communicating complex information simply;
• Finding yourself in the role of advisor and peer to others;
• Approaching new projects with an open mind;
• Believing empathy for coworkers and customers is key to your success;
• Valuing learning from mistakes and ask for help when needed;
• Persevering through challenges;
• Believing in the value created by diverse teams and can adapt to a variety of working styles; and,
• Developing thought leadership materials to further your knowledge and create new relationships.

Demonstrates intimate-level abilities and/or a proven record of success in the following areas:

• IT Service Management, ITIL 4, COBIT;
• IT Asset Management / IT Cloud Financial Management;
• ServiceNow/BMC Helix/Jira Service Management (implementations, transformations, etc.);
• Cloud Platforms (Amazon Web Services (AWS), Azure, GCP);
• DevSecOps Transformation;
• Cloud Discovery, including tagging integration and federated configuration;
• Cloud Application Performance Monitoring (APM);
• Cloud auto-scaling, ELB;
• Cloud AI Ops / AI Monitoring; and,
• Cloud Discovery.

Learn more about how we work: https://pwc.to/how-we-work
PwC does not intend to hire experienced or entry level job seekers who will need, now or in the future, PwC sponsorship through the H-1B lottery, except as set forth within the following policy: https://pwc.to/H-1B-Lottery-Policy.
All qualified applicants will receive consideration for employment at PwC without regard to race; creed; color; religion; national origin; sex; age; disability; sexual orientation; gender identity or expression; genetic predisposition or carrier status; veteran, marital, or citizenship status; or any other status protected by law. PwC is proud to be an affirmative action and equal opportunity employer.
For positions based in San Francisco, consideration of qualified candidates with arrest and conviction records will be in a manner consistent with the San Francisco Fair Chance Ordinance.
Applications will be accepted until the position is filled or the posting is removed, unless otherwise set forth on the following webpage. Please visit this link for information about anticipated application deadlines: https://pwc.to/us-application-deadlines
For positions in California, Colorado, District of Columbia, Hawaii, Maryland, Nevada, New York State, or Washington State, or for opportunities that will report to a supervisor, office or other work site in New York State, please visit the following link for pay range information: https://pwc.to/payrange-v1-advisoryseniormanager
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