At PwC, our people in managed services focus on a variety of outsourced solutions and support clients across numerous functions. These individuals help organisations streamline their operations, reduce costs, and improve efficiency by managing key processes and functions on their behalf. They are skilled in project management, technology, and process optimization to deliver high-quality services to clients. Those in managed service management and strategy at PwC will focus on transitioning and running services, along with managing delivery teams, programmes, commercials, performance and delivery risk. Your work will involve the process of continuous improvement and optimising of the managed services process, tools and services.

Enhancing your leadership style, you motivate, develop and inspire others to deliver quality. You are responsible for coaching, leveraging team member’s unique strengths, and managing performance to deliver on client expectations. With your growing knowledge of how business works, you play an important role in identifying opportunities that contribute to the success of our Firm. You are expected to lead with integrity and authenticity, articulating our purpose and values in a meaningful way. You embrace technology and innovation to enhance your delivery and encourage others to do the same.

Skills

Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:

• Analyse and identify the linkages and interactions between the component parts of an entire system.
• Take ownership of projects, ensuring their successful planning, budgeting, execution, and completion.
• Partner with team leadership to ensure collective ownership of quality, timelines, and deliverables.
• Develop skills outside your comfort zone, and encourage others to do the same.
• Effectively mentor others.
• Use the review of work as an opportunity to deepen the expertise of team members.
• Address conflicts or issues, engaging in difficult conversations with clients, team members and other stakeholders, escalating where appropriate.
• Uphold and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance), the Firm's code of conduct, and independence requirements.
  
  

Job Summary

The IT Service Manager is responsible for overseeing IT service delivery, ensuring alignment with business needs, and driving continuous service improvements. This role requires strong expertise in the ITIL framework and extensive experience with ServiceNow ITSM, including Configuration Management Database (CMDB) management to maintain accurate IT asset and service relationships. The ideal candidate will ensure high availability, performance, and efficiency of IT services while leveraging ITSM tools for optimization.

Key Responsibilities

Service Delivery & Operations Management:

• Ensure the effective delivery of IT services in alignment with business objectives.
• Oversee IT service operations, including incident, problem, and change management.
• Ensure SLAs (Service Level Agreements) and OLAs (Operational Level Agreements) are met.
• Monitor and improve IT service performance, availability, and security.
• Manage IT service continuity and disaster recovery planning.
  
  

Incident, Problem, And Change Management

• Proficient in incident management frameworks, such as ITIL, and implementing best practices.
• Skilled in leading and coordinating incident response teams to mitigate and resolve incidents swiftly.
• Excellent communication, leadership, and problem-solving abilities.
• Lead the resolution of major incidents, ensuring timely communication and root cause analysis.
• Identify and address recurring IT service issues through problem management processes.
• Oversee change management processes to ensure minimal disruption to business operations.
• Collaborate with cross-functional teams, including IT, operations, and engineering, to address and resolve problems.
• Develop and maintain problem management processes and procedures in alignment with ITIL best practices.
• Monitor problem trends and implement proactive measures to prevent future issues.
• Create detailed documentation of problem resolution steps and communicate findings to stakeholders.
• experience in CMDB management, focusing on data integrity, process efficiency, and automation.
• Strong background in designing CMDB structures, data mapping, and relationship management.
• Proficient in implementing CMDB best practices and ensuring compliance with ITIL framework.
• Skilled in collaborating with cross-functional teams and stakeholders to ensure data accuracy and usability.
  
  

Stakeholder & Vendor Management

• Collaborate with business leaders to understand service needs and ensure IT alignment.
• Manage relationships with third-party vendors, ensuring contract compliance and performance.
• Act as the primary point of contact for escalations related to IT service performance.
  
  

Service Improvement & IT Governance

• Drive continuous service improvement (CSI) initiatives using ServiceNow analytics and reporting tools.
• Establish and refine ITIL-based service management processes to enhance efficiency.
• Conduct regular IT service reviews, audits, and risk assessments.
  
  

Team Leadership & People Management

• Lead and mentor IT service teams, ensuring high performance and knowledge development.
• Provide ServiceNow ITSM training and best practices guidance to team members.
• Foster a culture of collaboration, accountability, and customer-centricity.
  
  

Required Skills & Qualifications

• 10+ years of experience in IT service management, with hands-on expertise in ServiceNow ITSM.
• Strong knowledge of ITIL framework (ITIL v3/v4 certification preferred).
•  Experience in ServiceNow ITSM modules, including CMDB, Incident, Problem, Change, and Service Catalog.
•  Ability to create and manage ServiceNow reports, dashboards, and workflows for ITSM processes.
• Strong stakeholder management and vendor negotiation skills.
• Excellent communication, leadership, and analytical skills.
• Ability to work in a fast-paced, dynamic environment.
  
  

Preferred Qualifications

• ITIL v4 Certification (Foundation or higher).
• Advanced ServiceNow ITSM Administrator or Developer Certification is a plus.
• Experience in automation and scripting within ServiceNow workflows.
• Knowledge of cloud-based IT service management (AWS, Azure, Google Cloud).
• PMP or Agile/Lean certifications are a plus.