P&T Service Manager

**Specialty/Competency:** IFS - Information Technology (IT)

**Industry/Sector:** Not Applicable

**Time Type:** Full time

**Travel Requirements:** Up to 20%

A career in Products and Technology is an opportunity to bring PwC's strategy to life by driving products and technology into everything we deliver. Our clients expect us to bring the right people and the right technology to solve their biggest problems; Products and Technology is here to help PwC meet that challenge and accelerate the growth of our business. We have skilled technologists, data scientists, product managers and business strategists who are using technology to accelerate change.

Our team has responsibility and ownership for the strategy, management and delivery of technology services that are essential to business systems and applications.

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 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:

Develop new skills outside of comfort zone.

Act to resolve issues which prevent the team working effectively.

Coach others, recognise their strengths, and encourage them to take ownership of their personal development.

Analyse complex ideas or proposals and build a range of meaningful recommendations.

Use multiple sources of information including broader stakeholder views to develop solutions and recommendations.

Address sub-standard work or work that does not meet firm's/client's expectations.

Use data and insights to inform conclusions and support decision-making.

Develop a point of view on key global trends, and how they impact clients.

Manage a variety of viewpoints to build consensus and create positive outcomes for all parties.

Simplify complex messages, highlighting and summarising key points.

Uphold the firm's code of ethics and business conduct.

This team has broad knowledge of the business functions to resolve critical and strategic business technology challenges. Delivery of support will be provided through a combination of staff, contractors and vendor managed service agreements. This team is responsible for adherence to Service Level Agreements for Level 2 and 3 application support services regardless of delivery source.

**Job Requirements and Preferences** :

**Basic Qualifications** :

**Minimum Degree Required** :

High School Diploma

**Minimum Years of Experience** :

4 year(s) of progressive roles managing IT operations quality control, process improvement, and compliance.

**Preferred Qualifications** :

**Degree Preferred** :

Bachelor Degree

**Preferred Fields of Study** :

Information Technology

**Preferred Knowledge/Skills** :

Demonstrates extensive-level abilities and/or proven record of success as a team leader in the following areas:

Mobilizing highly skilled technical resources to determine root cause and apply permanent solutions;

Possessing analytical and decision making skills with the ability to influence without authority;

Being responsible for tracking problems within infrastructure technology and identify areas of opportunity;

Understanding the link between incidents, changes and problems to identify prevention opportunities;

Preparing statistics, KPI and trend reports for use in the problem management process;

Coordinating, convening and facilitate problem review meetings;

Developing trend analysis and preparing service improvement plans to address identified gaps;

Managing and maintaining information stored in the problem database;

Being responsible for assessment related to prioritization and escalation of problem records;

Leveraging proactive problem management practices and processes to prevent future incidents;

Providing feedback to problem management owner in order to improve process effectiveness and quality;

Being responsible for reviewing historical problems and root cause analysis to identify trends and opportunities for improvements across technology;

Improving application stability and resiliency across the organization by reducing incident volumes;

Demonstrating communication, presentation, and relationship management skills;

Collaborating effectively across teams; and,

Leading reviews of RCA efforts and identify lessons learned to prevent recurrences.

At PwC, our work model includes three ways of working: virtual, in-person, and flex (a hybrid of in-person and virtual). Visit the following link to learn more: [ Link removed ] - Click here to apply to P&T Service Manager />
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: [ Link removed ] - Click here to apply to P&T Service Manager />
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.

For positions in Colorado, visit the following link for information related to Colorado's Equal Pay for Equal Work Act: [ Link removed ] - Click here to apply to P&T Service Manager />
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