26 days old

Service Manager

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. You?ll 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 Systems Consulting - Practice Support team helps build customisable specific system solutions that enhance the PwC?s capabilities to appropriately serve all client needs. As part of the team, you?ll use your deep knowledge of enterprise architecture across application areas to build delivery models that map to PwC?s business needs.

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 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:

  • Pursue opportunities to develop existing and new skills outside of comfort zone.
  • Act to resolve issues which prevent effective team working, even during times of change and uncertainty.
  • Coach others and encourage them to take ownership of their 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.
  • Develop a perspective on key global trends, including globalisation, and how they impact the firm and our clients.
  • Manage a variety of viewpoints to build consensus and create positive outcomes for all parties.
  • Focus on building trusted relationships.
  • 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:
4 year(s) of progressive roles managing IT incident and service management, delivery, and execution using Agile methodology.

Required Knowledge and Skills:

Knowledge and experience in the management of delivery, incident, and service of technology solutions using agile methods and both onshore and offshore providers.

Preferred Qualifications:

Degree Preferred:
Bachelor Degree

Preferred Fields of Study:
Information Technology, Computer Systems Analysis, Management Information Systems

Certification(s) Preferred:

ITIL Certification and/or PMP

Preferred Knowledge/Skills:

Demonstrates extensive abilities and/or a proven record of success as a team leader in planning and execution of projects to deliver technology solutions including the following areas:

-Agile methods (Scrum, etc.) and establishing optimal flow (Kanban, etc.);

-Microsoft based technologies including ASP.NET,C#, SQL Server, SSRS, etc.;

-Development of new business capabilities using technology;

-Cloud-based implementations and upgrades;

-Continuous Integration and DevOps;

-Traditional Waterfall/Iterative methods (RUP, etc.);

-IT Service Management industry leading practices (ITIL);

-SDLC Methodology;

-Operations Control Quality and Process Improvement Systems (ISO 9000, SEI CMM, Six Sigma);

-Technical security standards such as ISO 27001;

- Utilizing service management/ticketing/queuing tools (such as ServiceNow) to track incidents and resolutions;

-Financial management; and,

-Team and resource management including formal coaching.

Demonstrates extensive abilities and/or a proven record of success as a team leader in guiding application development and delivery/service teams in the following areas:

-Managing development projects and all technical operational aspects for a specific business area's applications;

-Managing a portfolio of development and operations teams along with managing the technical support for the business applications;

-Managing delivery of services and financial cost recovery for specific business sponsors;

-Managing Service Level Agreements (SLA) with external and internal resources and quality/acceptance of deliverables including customer relations, problem management, vendor management and financial management of the service they represent;

-Operating with some independent authority and good judgement to resolve technical issues that pertain to the business applications under their area of responsibility;

-Maintaining continuity of technical knowledge that is significant to the successful operation of a particular business area;

-Managing teams in a rapidly changing environment including performance management, coaching for development, and resource assignment;

- Building relationships with business stakeholders throughout the organization to influence them to take action to drive progress;

-Contributing to and/or facilitating security reviews, release management, capacity planning, infrastructure change scheduling, etc.; and,

-Coaching technical team members to increase business acumen including the ability to effectively communicate.

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.


Posted: 2020-03-03 Expires: 2020-04-03

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Service Manager

Tampa, FL 33607

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