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PwC Service Delivery Center
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IN-Manager || Ops Academy & Learning Interventions || IT Security

IN-Manager || Ops Academy & Learning Interventions || IT Security

PwC Service Delivery Center

8 - 13 years

35 - 40 Lacs

gurugram

Posted:13 hours ago| Platform:

Apply

Skills Required

it services crisis management contract management analytical web development ifs troubleshooting continuous improvement service quality information technology

Work Mode

Work from Office

Job Type

Full Time

Job Description

Internal Firm Services

Industry/Sector

& Summary

At PwC, our people in information technology operations focus on managing and maintaining the technology infrastructure and systems to provide smooth operations and efficient delivery of IT services. This includes monitoring network performance, troubleshooting issues, and implementing security measures.
In service management at PwC, you will focus on overseeing and confirming the delivery of quality and timely services. You will monitor vendor compliance with contractual agreements for service quality, availability, and reliability, manage the business and delivery of services, and lead service recovery in case of major incidents.

& Summary

This role is responsible for designing and delivering impactful learning experiences by converting knowledge and static materials into engaging formats such as gamification, interactive videos, and digital learning modules. The individual will also drive adoption of key firmwide tools and licenses through structured learning interventions and programmanage largescale initiatives such as Foundation Knowledge Programs, the Ops Academy, and firmwide recognition platforms like Ops Awards.

Design and develop engaging learning content leveraging multimedia, gamification, and digital learning platforms.
Transform incidentbased knowledge and process learnings into structured learning modules.
Drive adoption of productivity tools, platforms, and licenses through targeted learning campaigns.
Manage endtoend delivery of firmwide learning interventions including Foundation Knowledge Programs, Ops Academy initiatives, and recognition/award programs.
Partner with business and operations leaders to identify skill gaps and deliver contextual learning solutions.
Track and report the effectiveness of learning interventions, ensuring continuous improvement.
Collaborate with internal stakeholders and external vendors to scale and modernize learning delivery.

Mandatory skill sets

Strong instructional design and content development skills with proficiency in digital learning tools.
Proven program management skills with the ability to handle multiple stakeholders and timelines.
Analytical mindset to assess the effectiveness of learning programs and suggest improvements.

Preferred skill sets

Creative mindset with the ability to simplify complex knowledge into engaging learning experiences.
Strong communication and collaboration skills.
Adaptability to work in a fastpaced, global, and matrixed environment.

Years of experience required

8+ years of experience in Learning & Development, Instructional Design, or Program Management (preferably within professional services or corporate environments).
Experience in managing largescale learning initiatives.

Education qualification

Postgraduate in Education, HR, Business, or related fields.

Education

Degrees/Field of Study required Postgraduate (Certificate)

Degrees/Field of Study preferred

Required Skills

Web Development

Accepting Feedback, Accepting Feedback, Active Listening, Analytical Thinking, Coaching and Feedback, Communication, Communications Planning, Conflict Resolution, Contract Management, Contract Negotiation, Creativity, Crisis Management, Customer Relationship Management, Customer Service Excellence, Customer Service Management, Developing Service Standards, Embracing Change, Emotional Regulation, Empathy, Escalation Management, Inclusion, Information Technology Infrastructure Library (ITIL), Intellectual Curiosity, Internal Communication (IC), Issue Management {+ 29 more}

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IN-Manager || Ops Academy & Learning Interventions || IT Security