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 and operates highly available 24/7 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 models, validate technical and process readiness, and facilitate seamless service adoption into the GHS support framework.
The role combines service delivery, operational readiness, data‑driven 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 to demonstrate excellent communication abilities, and a proactive approach to problem-solving. They must also be capable of demonstrating influence outside the reach of their direct team, ensuring cohesive and efficient operations across various departments.
What You Will Be Doing
- Drive end‑to‑end 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 scope remains consistent 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
- Bachelor's degree (Information Technology, Computer Systems, Management Information Systems)
- 7 years in IT and 3 years in IT Service Management
- Certification(s) Preferred:
ITIL certification
SAFe or Project Management Professional (PMP)
Azure Fundamentals
Preferred Knowledge/Skills
- SAFe or 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 to identify and communicate complex technical issues to both technical and non-technical stakeholders.
- Ability to take abstract ideas from inception to 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