Job
Description
Job Description At PwC, your role in managed services involves focusing on a variety of outsourced solutions and supporting clients across numerous functions. You will help organizations streamline their operations, reduce costs, and improve efficiency by managing key processes and functions on their behalf. Your skills in project management, technology, and process optimization will be utilized to deliver high-quality services to clients. As part of managed service management and strategy at PwC, you will be responsible for transitioning and running services, managing delivery teams, programs, commercials, performance, and delivery risk. Your work will revolve around the process of continuous improvement and optimizing managed services processes, tools, and services. Key Responsibilities - Craft and convey clear, impactful, and engaging messages that tell a holistic story. - Apply systems thinking to identify underlying problems and/or opportunities. - Validate outcomes with clients, share alternative perspectives, and act on client feedback. - Direct the team through complexity, demonstrating composure through ambiguous, challenging, and uncertain situations. - Deepen and evolve your expertise with a focus on staying relevant. - Initiate open and honest coaching conversations at all levels. - Make difficult decisions and take action to resolve issues hindering team effectiveness. - Model and reinforce professional and technical standards, the Firm's code of conduct, and independence requirements. Qualifications Required - Minimum Degree: Bachelor's Degree - Preferred Degree: B.Tech/B.E - Required Field(s) of Study: Computer Science - Preferred Field(s) of Study: Graduate or Masters in Technology/Engineering - Minimum Years of Experience: 15+ years of experience - Preferred Certifications: PMP, ITIL, Lean & Six Sigma Additional Details The Performance Improvement Team (PIT) at PwC operates within the global Managed Services platform with the objective of building a Service Excellence Culture. This involves establishing a Quality Governance framework, driving training programs, conducting reviews to assess Delivery Health at multiple stages, triggering/driving improvement initiatives, and providing recommendations to mature the platform. As a Senior Manager, you will drive and advance the Managed Services Quality Program by partnering closely with delivery stakeholders and the broader PIT team. Your responsibilities will include planning, conducting, and following through on engagement health reviews, driving program enhancements, designing and delivering training sessions, serving as a Subject Matter Advisor on quality in Managed Services delivery, ensuring compliance with the Firm's risk management and regulatory requirements, leveraging knowledge of the Capability Maturity Model Integration (CMMI) framework, and building strong relationships across business units and functional teams. Position Requirements Required Skills: - 15+ years of delivery and quality experience - Excellent understanding of Managed Service Delivery, ITIL Processes, Project Management methodologies, Business Processes, and Operating Models - Experience in continuous improvement initiatives - Strong collaboration, communication, and stakeholder management skills Preferred Skills: - Change Management - Experience leading quality certifications, especially CMMi and ISO 20000,
