Specialty/Competency: Managed Services
Industry/Sector: Not Applicable
Time Type: Full time
Travel Requirements: Up to 40%

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 Solutioning Center of Excellence within the Managed Services Platform will provide you direct interaction with senior leadership and other key stakeholders. You will work with cross-functional teams to execute on priority growth initiatives within this fast-growing platform.

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 Senior 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:

• Encourage everyone to have a voice and invite opinion from all, including quieter members of the team.
• Deal effectively with ambiguous and unstructured problems and situations.
• Initiate open and candid coaching conversations at all levels.
• Move easily between big picture thinking and managing relevant detail.
• Anticipate stakeholder needs, and develop and discuss potential solutions, even before the stakeholder realises they are required.
• Contribute technical knowledge in area of specialism.
• Contribute to an environment where people and technology thrive together to accomplish more than they could apart.
• Navigate the complexities of cross-border and/or diverse teams and engagements.
• Initiate and lead open conversations with teams, clients and stakeholders to build trust.
• Uphold the firm's code of ethics and business conduct.

Job Requirements and Preferences:

Basic Qualifications:

Minimum Degree Required:
Bachelor Degree

Minimum Years of Experience:
12 year(s)

Preferred Qualifications:

Preferred Knowledge/Skills:

Demonstrates intimate abilities and/or a proven record of success as a team leader:

• Manage the delivery of high-quality service & support for production systems, applications, and infrastructure;
• Manage end-to-end operational focus including application, infrastructure support, operational costs & productivity, utilization, quality, incident, and problem & service level management;
• Diagnose and formulate remediation plan arising from critical production issues;
• Provide SME technical support to second level production support team;
• Engage technical manager and technical teams to provide updates in case of major incidents via bridge call and update playbook throughout the call;
• Ensure that P1 and P2 incidents are being addressed by the vendor, are actively managed by the vendor, and that the vendor provides timely resolution;
• Ensure outage notifications are sent by the technical manager in case of major outages;
• Follow up with technical managers to get the status of the incident on regular intervals;  
• Develop and implement processes for collecting data from clients on their satisfaction with service delivery;
• Work with internal and client teams to develop new policies or procedures to improve service delivery efficiency;
• Work with Transformation Project teams to bring the operations in-line with the target state operating model;
• Consolidate & re-engineer to fit the operating model and/or client strategy;
• Work with stakeholders to manage escalation and risk;
• Support selection of new team members and education according to agreed plan;
• Monitor engagement budget, schedule, and quality;
• Respond to client inquiries or complaints in a timely manner to provide customer satisfaction;
• Review existing solutions, identify opportunities for continuous improvements, and perform enhancements to systems;
• Collaborate and work with business and cross-functional teams to identify and implement effective solutions that automates and optimizes performance/processes;
• Manage SLAs and guide the team to triage, identify and implement solutions;
• Discuss customer feedback and identify solutions to problems; and,
• Review customer feedback to identify trends or patterns that may require further investigation.

Learn more about how we work: https://pwc.to/how-we-work

PwC does not intend to hire experienced or entry level job seekers who will need, now or in the future, PwC sponsorship through the H-1B lottery, except as set forth within the following policy: https://pwc.to/H-1B-Lottery-Policy.

All qualified applicants will receive consideration for employment at PwC without regard to race; creed; color; religion; national origin; sex; age; disability; sexual orientation; gender identity or expression; genetic predisposition or carrier status; veteran, marital, or citizenship status; or any other status protected by law. PwC is proud to be an affirmative action and equal opportunity employer.

For positions based in San Francisco, consideration of qualified candidates with arrest and conviction records will be in a manner consistent with the San Francisco Fair Chance Ordinance.

Applications will be accepted until the position is filled or the posting is removed, unless otherwise set forth on the following webpage. Please visit this link for information about anticipated application deadlines: https://pwc.to/us-application-deadlines

The salary range for this position is: $103,500 - $233,000, plus individuals may be eligible for an annual discretionary bonus. For roles that are based in Maryland, this is the listed salary range for this position. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws. PwC offers a wide range of benefits, including medical, dental, vision, 401k, holiday pay, vacation and more. To view our benefits at a glance, please visit the following link: https://pwc.to/benefits-at-a-glance

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