IN_Senior Manager_ Service Manager_IN IT Services CO_IFS_PAN India

A career in Information Technology, within Internal Firm Services, will provide you with the opportunity to support our core business functions by deploying applications that enable our people to work more efficiently and deliver the highest levels of service to our clients. You ll focus on managing the design and implementation of technology infrastructure within PwC, developing and enhancing both client and internal facing applications within PwC, and providing technology tools that help create a competitive advantage for the Firm to drive strategic business growth.

The IT Service Manager is responsible for overseeing the operational activities of IT services and products, ensuring efficient service delivery from onboarding to retirement. This role emphasizes a customercentric approach, blending people, processes, and technology to enhance the customer experience. The IT Service Manager acts as a primary point of contact for customers and stakeholders, addressing service requests, escalations, and queries while working closely with operational and product teams to drive continuous improvement. The IT Service Manager will work within a strong crossregional team and report to the BAO Portfolio Lead.

Mandatory skill sets

Service Operations & Improvement

Support the successful operation and continuous improvement of IT services and products.

Partner with product and operations teams to align on service roadmaps and dependencies.

Understand the product/service purpose, value for customers, key functionality, integrations, usage, and important dates.

Conduct consistent service reviews to identify improvement opportunities and implement action plans.

Contribute to and/or facilitate security initiatives, reviews, release management, capacity planning, and infrastructure changes.

Occasionally need to flex working hours to support major incidents, changes/implementations, or cover for other team members as needed.

Customer & Stakeholder Engagement

Build and maintain strong relationships with key stakeholders, understanding their objectives and acting as a point of escalation.

Host service review and transition meetings, ensuring clear communication of customer satisfaction, service levels, and operational acceptance for new deployments.

Advise stakeholders on technical issues relevant to their business areas.

Incident Management & Reporting

Support major incident responses and communications, ensuring timely resolution and stakeholder updates, in alignment with BAO standards.

Participate in scheduled oncall rotations to engage in major incidents as required.

Perform incident analysis and trending, assisting with root cause analysis and problem management deliverables establish root causes of issues and tackle them, rather than just the symptoms.

Develop and refine service KPI reporting capabilities and tools.

Knowledge Management

Collaborate with operations and application support teams to define and maintain knowledge base articles.

Host knowledge sessions as part of service transition activities.

Governance & Compliance

Ensure adherence to global & BAO governance processes and standards, including onboarding, transition to operations, and continuous improvement management.

Contribute to security initiatives, audits, and compliance reviews, supporting the successful completion of internal audits.

Collaboration

Support other team members to enhance business acumen and crossteam collaboration.

Influence and coordinate across multiple teams to improve service effectiveness and efficiencies.

Preferred skill sets