Job
Description
At PwC, our people in infrastructure focus on designing and implementing robust, secure IT systems that support business operations. They enable the smooth functioning of networks, servers, and data centres to optimise performance and minimise downtime. Those in cloud operations at PwC will focus on managing and optimising cloud infrastructure and services to enable seamless operations and high availability for clients. You will be responsible for monitoring, troubleshooting, and implementing industry leading practices for cloud-based systems. Driven by curiosity, you are a reliable, contributing member of a team. In our fast-paced environment, you are expected to adapt to working with a variety of clients and team members, each presenting varying challenges and scope. Every experience is an opportunity to learn and grow. You are expected to take ownership and consistently deliver quality work that drives value for our clients and success as a team. As you navigate through the Firm, you build a brand for yourself, opening doors to more opportunities. Skills Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to: Apply a learning mindset and take ownership for your own development. Appreciate diverse perspectives, needs, and feelings of others. Adopt habits to sustain high performance and develop your potential. Actively listen, ask questions to check understanding, and clearly express ideas. Seek, reflect, act on, and give feedback. Gather information from a range of sources to analyse facts and discern patterns. Commit to understanding how the business works and building commercial awareness. Learn and apply professional and technical standards (e.g. refer to specific PwC tax and audit guidance), uphold the Firm's code of conduct and independence requirements. Job Summary - A career in our Managed Services team will give you an opportunity to collaborate with many teams to help our clients implement and operate new capabilities, achieve operational efficiencies, and harness the power of technology. The Cloud Managed Services Operations team within Cloud Managed Services provides support to run the business including the following: financial management, billing and collections, practice communications, business development and sales strategy support, practice budgeting, utilization and leadership support Minimum Degree Required (BQ) *: Bachelor’s Degree Degree Preferred Required Field(s) of Study (BQ): Preferred Field(s) Of Study Minimum Year(s) of Experience (BQ) *: US Certification(s) Preferred Minimum of 1 year of experience Required Knowledge/Skills (BQ) Job Summary: The Release manager is responsible for overseeing release and change delivery component, ensuring alignment with business needs, and driving continuous service improvements. This role requires strong expertise in the ITIL framework and extensive experience with ServiceNow ITSM. The ideal candidate will ensure high availability, performance, and efficiency of IT services while leveraging ITSM tools for optimization. Key Responsibilities Change & Release Management: Experience in Release, Release Enablement, leading infra and apps with in dependent and operational requirement. Desire to tackle dependent issues problem for continuous service improvements. Leads agile release trains across towers for flawless releases. Understanding exposure of Apps, Infra, IT control and governance. Lead and Chair change and release cadences, refine and mature the practice. Measure industry outstanding metrics for change and release. Chair CAB and fitness for launch release calls for GO/NO GO along with tech and business leaders. Leadership skills, matrix management, service management, change, ITIL. Proven experience in managing team within dependent matrix. Skilled and experienced problem solving. Ensure SLAs (Service Level Agreements) and OLAs (Operational Level Agreements) are met. Detailed Responsibilities Ensure release processes are well detailed and kept up to date and improved inline with global release process. Focus on balancing efficiency, throughput, compliance and risk control for all the changes in defined scope. Lead release cadence in Agile way of working. Resolve dependency across teams for release planning and implementation. Drive continual service improvements change and release practices. Excellent communication, leadership, and problem-solving abilities. Oversee change management processes to ensure minimal disruption to business operations. Collaborate with cross-functional teams, including IT, operations, and engineering, to address and resolve problems. Skilled in collaborating with cross-functional teams and stakeholders to ensure data accuracy and usability. Stakeholder & Vendor Management Collaborate with business leaders to understand service needs and ensure IT alignment. Manage relationships with third-party vendors, ensuring contract compliance and performance. Act as the primary point of contact for escalations related to release and change. Required Skills & Qualifications 3 to 5 years (Associate) of experience in IT service management, with hands-on expertise in ServiceNow ITSM. Strong knowledge of ITIL framework (ITIL v3/v4 certification preferred). Experience in ServiceNow ITSM modules, including release, Change Ability to create and manage ServiceNow reports, dashboards, and workflows for ITSM processes. Strong stakeholder management and vendor negotiation skills. Excellent communication, leadership, and analytical skills. Ability to work in a fast-paced, dynamic environment. Preferred Qualifications ITIL v4 Certification (Foundation or higher). Knowledge of cloud-based IT service management . PMP or Agile/Lean certifications are a plus. Show more Show less
