At PwC, our people in managed services focus on a variety of outsourced solutions and support clients across numerous functions. These individuals help organisations streamline their operations, reduce costs, and improve efficiency by managing key processes and functions on their behalf. They are skilled in project management, technology, and process optimization to deliver high-quality services to clients. Those in managed service management and strategy at PwC will focus on transitioning and running services, along with managing delivery teams, programmes, commercials, performance and delivery risk. Your work will involve the process of continuous improvement and optimising of the managed services process, tools and services.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.
Service Introduction Engineer - Associate - PwC
Job Summary
PwC is seeking a motivated and technically skilled Service Introduction Engineer at the Associate level to join our team. This role focuses on ensuring the smooth transition of new IT services into the live production environment. As an Associate, you will work closely with project teams, operations teams, and business stakeholders, playing a key role in minimizing disruption and maximizing the value of new technology implementations. This position offers an excellent opportunity to develop your skills in service management within a leading professional services firm and gain exposure to a wide range of technologies and industries.
Responsibilities
- Planning and Preparation: Contribute to the development and execution of detailed service introduction plans, including timelines, checklists, risk assessments, and communication strategies. Assist in coordinating activities across different teams and tracking progress against the plan.
- Operational Readiness: Support the preparation of all operational aspects for go-live, including:
- Documentation Review: Review and validate documentation (run books, knowledge articles, training materials, etc.) for completeness, accuracy, and usability.
- Training Coordination: Assist in coordinating and delivering training sessions for support staff on new services.
- Monitoring and Alerting Setup: Support the configuration of monitoring tools, dashboards, and alerts, ensuring comprehensive coverage and actionable insights.
- Verification of Backup and Recovery: Assist in verifying the effectiveness of backup and recovery procedures, ensuring data integrity and business continuity.
- Security Validation: Support the validation of security controls and procedures, adhering to PwC's security standards and industry best practices.
- Go-Live Support: Provide on-site or remote support during the go-live phase, escalating issues as needed and contributing to quick resolutions. Participate in post-implementation reviews to identify areas for improvement.
- Early Life Support: Proactively monitor new services during the initial period post go-live, identifying and reporting any teething problems to senior team members. Collaborate with incident and problem management teams to ensure service stability and performance.
- Knowledge Transfer: Facilitate knowledge transfer between project and operational support teams, participating in knowledge sharing sessions, developing training materials, and documenting key information.
- Service Improvement: Contribute to identifying areas for improvement in the service introduction process and assist in implementing changes, leveraging ITIL best practices and industry standards.
Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 1-3 years of experience in IT, with exposure to IT service management, project delivery, or operations support.
- Foundational understanding of ITIL (Information Technology Infrastructure Library) frameworks and best practices, particularly around service transition.
- Demonstrated ability to work effectively in a team environment and manage multiple tasks simultaneously.
- Strong analytical and problem-solving skills, with attention to detail.
- Excellent communication and interpersonal skills, with the ability to interact effectively with both technical and non-technical stakeholders.
- Basic understanding of cloud technologies (AWS, Azure, GCP) is a plus.
Preferred Skills
- ITIL Foundation Certification.
- Experience with ServiceNow or other ITSM tools.
- Experience with Agile methodologies.
- Basic scripting or programming experience (e.g., Python, PowerShell).
- Understanding of networking concepts and infrastructure components.
Benefits At PwC
PwC offers a comprehensive and competitive benefits package:
- Competitive salary and bonus opportunities
- Comprehensive health, dental, and vision insurance
- Generous paid time off and holidays
- Retirement savings plan with employer matching
- Professional development programs and certifications
- A collaborative and inclusive work environment
To Apply
Please submit your resume and cover letter through the PwC careers portal at [Insert Link Here].Note: PwC is an equal opportunity employer committed to diversity and inclusion. We encourage all qualified individuals to apply.
