IN_Senior Manager -Service Manager - IT Services

Industry/Sector

Specialism

Management Level

& Summary

Why PWC

& Summary

As a Service Manager within Assurance Technology Enablement (ATE), you will be pivotal to the endtoend operational success of our products and services, from onboarding through to retirement. Your mission will be to deliver seamless customer experience by expertly integrating people, process, and technology. This role requires a focus on service delivery and customer experience, acting as a crucial bridge between IT and the business to align operations with strategic needs, manage expectations, and handle escalations.

Service Strategy & Design

Possess a deep understanding of the services value, function, and business purpose.

Align with product roadmaps, identify crossteam dependencies, and assess risks.

Engage stakeholders to ensure service design meets business and operational needs.

Position the service effectively within the broader organizational strategy and portfolio.

Release & Service Transition

Lead the transition of new or changed services into operational support.

Oversee onboarding activities, ensuring teams are prepared and processes are documented.

Coordinate between development and support teams for smooth handovers.

Facilitate initiation, review, and approval for change management processes, ensuring compliance.

Ensure readiness for monitoring, alerting, and support frameworks.

Service Operations

Oversee the daytoday operations of the service, including incident, change, and request management.

Act as the primary escalation point for service issues, driving timely resolution.

Conduct regular Service Reviews with clear outcomes, actions, and followup.

Manage ATE incident communications, trend analysis, and root cause reporting.

Supplier Oversight

Build and maintain productive relationships with external suppliers supporting the service.

Monitor and evaluate vendor performance against Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

Ensure suppliers meet contractual, compliance, and security obligations.

Collaborate on contract renewals, new supplier onboarding, and exit transitions.

Service Improvements

Create and manage Continual Service Improvement (CSI) plans.

Identify main user issues and service patterns, raising them with service owners.

Identify and implement opportunities for service enhancement and optimization.

Prioritize improvements that enhance customer experience and operational efficiency.

Service Compliance

Ensure compliance with global PwC Technology, NIS, and ATE goverce standards (onboarding, CI management, application catalogue maintece, access reviews, vulnerability remediation).

Promote consistent processes and maintain service documentation and artifacts.

Stakeholder & Relationship Management

Build strong working relationships with Product teams, Portfolio leads, Vendors, and internal business/operations/support teams.

Maintain open lines of communication on service status, plans, and issues.

Represent customer interests in internal discussions and planning.

Drive alignment between technology delivery and business objectives.

Goverce, Reporting & Ficial Oversight

Manage servicerelated budgets and conduct regular ficial reviews with leadership.

Monitor and report on service performance, customer value, and outcomes.

Ensure goverce activities (staff rosters, CMDB, service catalogues, compliance checks) are maintained.

Communicate service benefits, risks, and status updates to senior stakeholders.

Mandatory skill sets

Service Management Expertise

Deep understanding of ITIL frameworks and the service lifecycle (strategy, design, transition, operation, improvement).

Experience with incident, change, problem, and release management.

Ability to run structured Service Reviews, root cause analysis, and performance reporting.

Stakeholder Management

Strong interpersonal skills for managing relationships with business stakeholders, product and platform teams, vendors, and third parties.

Confidence in handling conflict resolution and escalation management.

Communication & Influence

Ability to translate technical language into business language.

Skilled in writing clear updates, executive summaries, and customer communications.

Ability to influence priorities without formal authority.

Analytical & Problem Solving

Strong critical thinking for identifying service trends and systemic issues.

Comfortable digging into data to extract insights (service metrics, SLA breaches, cost impacts).

Proactive in spotting inefficiencies and recommending practical fixes.

Process & Goverce Adherence

Familiarity with firmwide goverce policies (e.g., onboarding, catalog management, risk compliance).

Ability to document, standardize, and enforce service processes.

Experience leading or participating in audits or compliance reviews.

Tool Proficiency

Experience with service management platforms such as ServiceNow (highly preferred) and Confluence.

Familiarity with monitoring & alerting tools (e.g., Datadog, OpsGenie).

Competence in Excel, PowerPoint, SharePoint, dashboards, and reporting tools.

Preferred skill sets

Behavioral Traits

Customerfirst mindset with empathy and accountability.

Adaptable and calm under pressure

Naturally curious, always looking to improve systems.

Teamoriented, but capable of leading from the middle.

Strategic yet handson, able to see the big picture and engage in detailed work.

Years of experience required

8+ yrs

Education qualification

Any UG/PG

Education

Certifications (if blank, certifications not specified)

Required Skills

Optional Skills

Travel Requirements

Available for Work Visa Sponsorship

Government Clearance Required

Date