Job
Description
As a Manager, you ll work as part of a team of problem solvers with extensive consulting and industry experience, helping our clients solve their complex business issues from strategy to execution Specific responsibilities include but are not limited to: Proactively assist in the management of a portfolio of clients, while reporting to Senior Managers and above Be involved in the financial metrics Be actively involved in business development activities to help identify and research opportunities on new/existing clients Contribute to the development of your own and team s technical acumen Use data and insights to inform conclusions and support decision-making Adherence to SLAs, experience in incident management, change management and problem management Develop new skills and strategies to solve complex technical challenges Assist in the management and delivering of large projects Train, coach, and supervise staff to recognize their strengths and encourage them to take ownership of their personal development Act to resolve issues which prevent the team working effectively Keep up to date with local and national business and economic issues Continue to develop internal relationships and the PwC brand Build a strong team environment that includes client interactions, workstream management, and cross-team collaboration Actively engage in cross competency work and contribute to COE activities Demonstrating project management skills including the ability to manage multiple projects simultaneously while being detail oriented Position Requirements: Required Skills: 3 to 6 years of hands-on experience in Service Delivery Management Experience in supporting project management activities for multinational large scale SAP support projects Experience in performing project management activities from offshore that includes/ support project initiation, cost management, communication, preparing status, quality management/ monitoring, resource management, risk management, etc Experience in project management tools such as SAP Solution Management, Microsoft Project Planning, JIRA, etc Basic understanding of ITIL key components such as Service value system and the four Dimensions model Ability to manage end-to-end Service delivery Identify the challenges in the existing delivery, and implement policies and standard operating procedures for continuous improvement Develop and implement daily operations plans to manage tickets and the SLA of the contract Able to manage hiring, training, and professional growth of employees Prepare reports and conduct regular reviews with respect to SLA Distribute service reports Daily/ Weekly/ Monthly to key internal personnel and clients and raise any potential risks/issues Monitor, Measure & Manage delivery performance against client expectations/commitments Hiring and retaining the best talent via performance management Training and development of resources to meet the continuous demand Managing the team and driving the achievement of their agreed goals and KPIs Strongly focused on quality, customer success and driven by results In-depth professional experience in managing teams in the support area In depth experience with Service Now or similar tools Structured approach and excellent analytical and conceptual and methodological skills Working in virtual teams and global environments Customer-centric Experience managing difficult client situations Excellent relationship management Analytical thinking and decision-making ability in driving process efficiencies for both internal and external stakeholders Experience in account P&L management Good experience in team management and account buildingPreferred Skills: PMP Certified Hand of experience in Tools like Service now, Solution Manager, Jira, HP4, MQC etc ITIL 4 Certified
