Service Management & Operations-Manager
Onsite
Chicago, IL, United States
Chicago, IL, United States
Job Details
Specialty/Competency: Advisory - OtherIndustry/Sector: Not ApplicableTime Type: Full timeTravel Requirements: Up to 80%A career in our Service Management practice, within Cloud Computing and Networking services, will provide you with the opportunity to focus on the joint business relationship between PwC and Google, HP, Microsoft, Oracle, SAP, and other cloud based platforms to bring new and innovative services to some of the largest companies. We help our clients adopt the cloud to transform Information Technology, scale and streamline operations and create new cloud based businesses through our strong alliances. You’ll be at the forefront of helping organisations around the globe adopt innovative technology solutions that optimise business processes or enable scalable technology. Our team helps organisations transform their Information Technology operations into additional sources of revenue by improving Information Technology service delivery, cost efficiency, and customer satisfaction. As part of the team, you’ll help our clients design and implement process strategies to address gaps in their cloud service delivery and service management proficiency. 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.
- ITIL 4
- COBIT
- ISO 27001
- ServiceNow Certification(s)
- BMC Helix Certification(s)
- Flexera Certification(s)
- Jira Service Management (JSM)
- Certification(s) from a leading cloud service provider (AWS, Azure, GCP)
- FinOps Certified Practitioner
- ServiceNow or similar tool’s IT Service Management modules and how they are implemented across different operating models (ITIL);
- DevSecOps transformations;
- Cloud platforms (AWS, Azure, Google Cloud Platform) and their key technologies, including: Observability, AIOps, APM;
- Industry leading discovery technologies (SCCM, Tanium, Armis, Intune) and how they integrate with ServiceNow;
- Developing and re-engineering IT processes, capabilities, and controls in a proven and efficient way;
- Implement and mature governance frameworks, including operating models for skills and people to support operations on premise and in the cloud as well as reporting capabilities; and,
- IT Financial Management- cost asset management and optimization.
- Bringing together the right perspectives, identify roadblocks, and integrate feedback from clients and team members;
- Managing delivery from project scoping to conclusion, while consistently keeping the client’s goals in mind;
- Having a passion for developing and growing team members;
- Communicating complex information simply;
- Finding yourself in the role of advisor and peer to others;
- Approaching new projects with an open mind;
- Believing empathy for coworkers and customers is key to your success;
- Valuing learning from mistakes and ask for help when needed;
- Persevering through challenges;
- Believing in the value created by diverse teams and can adapt to a variety of working styles; and,
- Developing thought leadership materials to further your knowledge and create new relationships.
- ServiceNow/BMC Helix/Jira Service Management (implementations, transformations, etc.);
- IT Service Management, ITIL 4, COBIT;
- IT Asset Management / IT Cloud Financial Management;
- Cloud Platforms (Amazon Web Services (AWS), Azure, GCP);
- DevSecOps Transformation;
- Cloud Discovery, including tagging integration and federated configuration;
- Cloud Application Performance Monitoring (APM);
- Cloud auto-scaling, ELB;
- Cloud AI Ops / AI Monitoring; and,
- Cloud Discovery.
Learn more about PwC
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