28 days old

Service Manager

PwC
Tampa, FL 33607

A career in Information Technology, within Internal Firm Services, will provide you with the opportunity to support our core business functions by deploying applications that enable our people to work more efficiently and deliver the highest levels of service to our clients. Youll focus on managing the design and implementation of technology infrastructure within PwC, developing and enhancing both client and internal facing applications within PwC, and providing technology tools that help create a competitive advantage for the Firm to drive strategic business growth.Our Operations Support team monitors the overall quality of our service. As a part of the team, youll be the primary contact for ensuring the quality of our services is maintained while also considering better ways to provide the same service in a more cost efficient manner and keeping customer satisfaction with our services high.


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 an authentic and inclusive leader, at all grades/levels and in all lines of service. 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:

  • Take action to ensure everyone has a voice, inviting opinion from all.
  • Establish the root causes of issues and tackle them, rather than just the symptoms.
  • Initiate open and honest 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.
  • Develop specialised expertise in one or more areas.
  • Advise stakeholders on relevant technical issues for their business area.
  • Navigate the complexities of global teams and engagements.
  • Build trust with teams and stakeholders through open and honest conversation.
  • Uphold the firm's code of ethics and business conduct.

Job Requirements and Preferences:

Basic Qualifications:

Minimum Degree Required:
High School Diploma

Minimum Years of Experience:
6 year(s) in vendor management and service management

Preferred Qualifications:

Degree Preferred:
Bachelor Degree

Preferred Fields of Study:
Information Technology

Certification(s) Preferred:

ITIL

Preferred Knowledge/Skills:

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

  • Playing a leading role in the development of the territory technology maintenance budget;
  • Providing insight into operational performance by applying data analytic techniques, industry leading practices and approaches;
  • Leading efforts in the US to manage, allocate and reconcile the monthly hosting charges;
  • Liaising with the project delivery organisation to establish that any project related issues /queries are addressed on behalf of the territory;
  • Analyzing ServiceNow data to identify trends and patterns and prepare required leadership reports and dashboards, leveraging tools like Alteryx, Tableau and Power BI;
  • Presenting CIO executive reports, ITAC and leadership presentations, TSO core ops, accomplishments as well as budget variance analysis on a monthly/quarterly/annual basis;
  • Playing a leading role in the development of the annual project budget for the territory in support of NIS and technology driven changes;
  • Helping to execute on the North Star strategy in the territory;
  • Driving alignment to established technology standards, practices and processes;
  • Driving continuous improvement efforts across the region;
  • Leading and managing assigned projects and initiatives as required;
  • Meeting regularly with the CIOs to share technology performance reports and identify improvement opportunities ;
  • Possessing communication and stakeholder management skills with the ability to communicate with impact and confidence;
  • Providing CIOs with the high level costs and information that they need to prioritise changes and to make a decision;
  • Developing and sustaining effective business relationships at all levels of the firm and across territories;
  • Demonstrating ability to develop, maintain and effectively manage and control budgets over 50 million; and,
  • Possessing influencing and negotiating skills, especially at the CSuite level.

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.

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Posted: 2020-01-22 Expires: 2020-02-22

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Service Manager

PwC
Tampa, FL 33607

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