Job Description:
The Service Manager will be responsible creating and governing ITSM policies, contributing to the requirements to develop automated deployment tools, continuously driving process and quality improvements through innovation and automation, and assisting with collaborative efforts to improve the business, in relation to change, incident and problem management. Core responsibilities and PwC Professional skills for this level include but are not limited to:
- Identify and Analyze Problems: Proactively identify and assess IT problems through data analysis, incident trends, and collaboration with technical teams. Conduct root cause analysis to determine underlying issues and contribute to problem resolution.
- Integrate Incident and Problem Management: Collaborate with the Incident Management team to ensure seamless integration between incident and problem management processes.
- Foster Collaboration and Communication: Engage with department heads, IT managers, and technical teams to promote collaboration and knowledge sharing. Conduct regular problem management meetings, workshops, and training sessions to increase awareness and understanding.
- Problem Resolution: Develop and document problem resolution plans, including resource identification, timelines, and dependencies. Coordinate with stakeholders to prioritize problem resolution activities and monitor progress throughout the problem lifecycle.
- Drive Continuous Improvement: Analyze problem trends and implement preventive measures. Identify opportunities for automation, process optimization, and enhanced monitoring to improve problem detection and resolution times.
- Reporting and Metrics: Define and track key performance indicators (KPIs) and metrics related to problem management. Prepare regular reports and presentations for management, highlighting performance, trends, and areas requiring attention.
Qualifications:
- Minimum 6 years of experience within the Service Management industry
- Must have ITIL certification
- Experience in improving the incident management process and KPIs
- Ability to support stakeholders and customers through product releases and platform upgrades
- Data analysis skills to build action plans toward IT Service Management adoption aligned to PwC Technology strategy
- Basic navigable skills in service tools including ServiceNow
- Experience with cross-team collaboration on large-scale efforts
- Stakeholder communication skills (Sharepoint, distribution groups, Microsoft suite, Google suite)
