Managed Services - GDM Transition COE _Senior Associate

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 highquality 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

• Respond effectively to the diverse perspectives, needs, and feelings of others
  
  
• Use a broad range of tools, methodologies and techniques to generate new ideas and solve problems
  
  
• Use critical thinking to break down complex concepts
  
  
• Understand the broader objectives of your project or role and how your work fits into the overall strategy
  
  
• Develop a deeper understanding of the business context and how it is changing
  
  
• Use reflection to develop self awareness, enhance strengths and address development areas
  
  
• Interpret data to inform insights and recommendations
  
  
• Uphold and reinforce professional and technical standards (e
  
  g
  
  refer to specific PwC tax and audit guidance), the Firms code of conduct, and independence requirements
  
  

• Develop, implement, and manage IT service management processes, including Incident Management, Problem Management, Change Management, Release and Configuration Management
  
  
• Collaborate with crossfunctional teams to ensure seamless service delivery and support, addressing incidents and service requests promptly
  
  
• Establish change management process, including assessment, approval, scheduling, and communication of changes
  
  
• Setup process to help service delivery team with Coordinating release and deployment activities, ensuring proper testing and documentation
  
  
• Setup Service Introduction process for introduction of changes and releases
  
  
• Monitor service performance and analyze key metrics to identify areas for improvement and optimize service delivery
  
  
• Collaborate with crossfunctional teams to define service offerings, service level agreements (SLAs), and service catalogs
  
  
• Establish and maintain service level agreements (SLAs) and key performance indicators (KPIs) to measure and report on service performance
  
  
• Generate regular reports on service performance, incident trends, and problem resolution during the service transition phase
  
  
• Use datadriven insights to identify areas for improvement and enhance service quality
  
  
• Drive continuous improvement initiatives to enhance service quality, efficiency, and effectiveness
  
  
• Manage and prioritize servicerelated projects, ensuring timely delivery and successful implementation
  
  
• Provide leadership and mentorship to service support teams, fostering a culture of collaboration and excellence
  
  
• Stay up to date with industry trends, best practices, and emerging technologies in service management and IT operations

• As an Sr Associate, you will work as part of a team of problem solvers, helping execute critical client facing and internal transition programs
• Collaborate effectively with key stakeholders across the board
• Identify and make suggestions for improvements and help build key assets and collaterals for Transition Center of Excellence
• Handle/analyze data and information responsibly
  
  
• Follow risk management and compliance procedures
  
  
• Communicate confidently in a clear and concise manner
  
  
• Uphold the firms code of ethics and business conduct
  
  
• Work in a team environment that includes client interactions, manage deliverables independently, and crossteam collaboration
  
  
• Good Team player
  
  Take up cross competency work and contribute to COE activities