Engineering Operations - Tech Operations Manager - Manager

About this role

Line of Service
Advisory

Industry/Sector
Not Applicable

Specialism
Managed Services

Management Level
Manager

Job Description & Summary
A career in our Managed Services team will provide you an opportunity to collaborate with a wide array of teams to help our clients implement and operate new capabilities, achieve operational efficiencies, and harness the power of technology.

Our Managed Services team is the natural extension of PwC’s leading class global delivery capabilities. We provide premium, cost effective, high quality services that support process quality and delivery capability in support for client engagements.


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 a purpose-led and values-driven leader at every level. 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:

• Develop new skills outside of comfort zone.


• Act to resolve issues which prevent the team working effectively.


• Coach others, recognise their strengths, and encourage them to take ownership of their personal 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.


• Use data and insights to inform conclusions and support decision-making.


• Develop a point of view on key global trends, and how they impact clients.


• Manage a variety of viewpoints to build consensus and create positive outcomes for all parties.


• Simplify complex messages, highlighting and summarising key points.


• Uphold the firm's code of ethics and business conduct.

• Responsible for end-to-end focus on tracking service levels, process adherence, demand management, onboarding, costs, productivity, and continuous improvements.
• Work closely with all Tower Leads to track, create service level reports, and share with internal and external stakeholders.
• Monitor the creation and delivery of all weekly, monthly, and quarterly reports.
• Drive adherence to the onboarding trainings for all team members, being onboarded to the team.
• Work with the team leads to ensure adherence to all processes such as incident management, problem management, release management and service introductions.
• Identify process improvement opportunities and re-engineer processes to improve efficiency, productivity, and quality.
• Drive left-shift of SOP-based tickets to Level 1.5 or Level 1 teams.
• Working with internal and client teams to develop new policies or procedures to improve service delivery efficiency.
• Developing and implementing processes for collecting data from clients on their satisfaction with service delivery.
• Drive continuous improvements and innovation, by closely collaborating with all team leads.
• Consolidation & re-engineering to fit the operating model and/or client strategy.
• Work with stakeholders to manage escalation and risk.
• People development and coaching, high performance leadership and motivation of team members
• Monitor engagement budget, schedule, and quality.
• Collaborate and work with business and cross-functional teams to identify & implement effective solutions that automates and optimizes performance and processes.
• Discuss customer feedback and identify solutions to problems.
  

• Bachelor’s or master’s degree in computer science, Information Technology, Business Administration, or a related field.
• 10-12 years of relevant experience with following skillsets
  • Experience working in Managed services environment providing application support, with knowledge on IT Service Management (ITSM) process including incident, request, and problem management.
  • Experience working in Level 1.5 or helpdesk or Level 2/3 team, providing support services to large clients.
  • Experience in improving processes across delivery, Change/release management, demand management, service level management, procurement, and operations management.
  • Experience collaborating with cross functional teams.
  • Experience managing internal and external stakeholders and driving continuous improvement initiatives.
  • Possess effective communication and reporting skills.

Desired Languages (If blank, desired languages not specified)

Travel Requirements
Not Specified

Available for Work Visa Sponsorship?
No

Government Clearance Required?
No

Job Posting End Date