PwC—IN-Senior Manager-ITSM-CEDA CENTRAL– Advisory– Bangalore

Job description

Description: Line of Service Advisory Industry/Sector Not Applicable Specialism Operations Management Level Senior Manager Job Description & Summary At PwC, our people in strategy consulting focus on providing strategic guidance and insights to organisations. They analyse market trends, assess business performance, and develop recommendations to help clients achieve their goals. These individuals work closely with clients to identify opportunities for growth, optimise operations, and enhance overall business performance. In technology strategy at PwC, you will specialise in developing and implementing strategic plans to leverage technology for business growth and innovation. You will analyse market trends, assess organisational needs, and provide guidance on technology investments and initiatives. Working in this area, you will collaborate with stakeholders to align technology strategies with overall business objectives to increase utilisation of technology resources, driving competitive advantage. *Why PWC At PwC, you will be part of a vibrant community of solvers that leads with trust and creates distinctive outcomes for our clients and communities. This purpose-led and values-driven work, powered by technology in an environment that drives innovation, will enable you to make a tangible impact in the real world. We reward your contributions, support your wellbeing, and offer inclusive benefits, flexibility programmes and mentorship that will help you thrive in work and life. Together, we grow, learn, care, collaborate, and create a future of infinite experiences for each other. Learn more about us. At PwC, we believe in providing equal employment opportunities, without any discrimination on the grounds of gender, ethnic background, age, disability, marital status, sexual orientation, pregnancy, gender identity or expression, religion or other beliefs, perceived differences and status protected by law. We strive to create an environment where each one of our people can bring their true selves and contribute to their personal growth and the firm’s growth. To enable this, we have zero tolerance for any discrimination and harassment based on the above considerations. " Job Description & Summary A career within Ceda Central Services will provide you with the opportunity to help our clients leverage transformation to enhance their customer experiences. *Responsibilities: - Lead and manage IT Service Management operations with a specific focus on GCC region compliance, standards, and business needs. - Develop, implement, and continuously improve ITSM processes aligned with ITIL best practices and tailored for the GCC market. - Collaborate with cross-functional teams including Service Delivery, Incident Management, Change Management, and Problem Management to ensure smooth service operations. - Drive GCC-specific Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and operational metrics to meet client expectations. - Provide expert guidance and support to stakeholders on ITSM processes, policies, and reporting, ensuring GCC regional regulatory and governance adherence. - Facilitate regular audits, reviews, and assessments of ITSM practices specific to GCC operations and implement necessary improvements. - Liaise with GCC clients and vendors to manage service delivery and resolve escalated issues with a focus on GCC cultural and compliance factors. - Support ITIL certifications and promote ITSM best practices within the organization. Mandatory skill sets: - Excellent stakeholder management and communication skills. - Ability to analyze ITSM data and prepare reports tailored to GCC client requirements and compliance standards. - Familiarity with GCC regulatory environment, data privacy, and compliance mandates impacting IT services. . *Preferred skill sets - Proven experience (typically 8+ years) in IT Service Management with specialization in GCC region-specific ITSM. - Strong knowledge of ITIL frameworks and hands-on experience in implementing ITSM processes. - Experience in managing IT service operations for GCC clients or within GCC business units. Years of experience required 12+ years Location : Bangalore Employment Type : Full Time, Permanent *Education Qualification B.E/MBA Education (if blank, degree and/or field of study not specified) Degrees/Field of Study required: Master of Business Administration Degrees/Field of Study preferred: Certifications (if blank, certifications not specified) Required Skills IT Service Management (ITSM) Optional Skills Accepting Feedback, Accepting Feedback, Active Listening, Analytical Thinking, Analytics Strategy, Architecture Development, Business Architecture, Business Model Innovation, Business Transformation, Cloud Computing, Coaching and Feedback, Commercial Strategies, Communication, Creativity, Digital Customer Experience, Digital Strategies, E-Commerce, Embracing Change, Emotional Regulation, Empathy, Implementing Technology, Inclusion, Influence, Information Technology Applications, Intellectual Curiosity {+ 19 more} Desired Languages (If blank, desired languages not specified) Travel Requirements Available for Work Visa Sponsorship? Government Clearance Required? Job Posting End Date September 5, 2026