Engineering Operation - Service Delivery Lead - Senior Manager

Full time Full day

Line of Service



Not Applicable


Managed Services

Management Level

Senior Manager

Job Description & Summary

A career in our Managed Services team will provide you an opportunity to collaborate with a wide array of teams to help our clients implement and operate new capabilities, achieve operational efficiencies, and harness the power of technology.

Our Solutioning Center of Excellence within the Managed Services Platform will provide you direct interaction with senior leadership and other key stakeholders. You will work with cross-functional teams to execute on priority growth initiatives within this fast-growing platform.

To really stand out and make us fit for the future in a constantly changing world, each and every one of us at PwC needs to be a purpose-led and values-driven leader at every level. To help us achieve this we have the PwC Professional; our global leadership development framework. It gives us a single set of expectations across our lines, geographies and career paths, and provides transparency on the skills we need as individuals to be successful and progress in our careers, now and in the future.

As a Senior Manager, you'll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. PwC Professional skills and responsibilities for this management level include but are not limited to:

  • Encourage everyone to have a voice and invite opinion from all, including quieter members of the team.

  • Deal effectively with ambiguous and unstructured problems and situations.

  • Initiate open and candid coaching conversations at all levels.

  • Move easily between big picture thinking and managing relevant detail.

  • Anticipate stakeholder needs, and develop and discuss potential solutions, even before the stakeholder realises they are required.

  • Contribute technical knowledge in area of specialism.

  • Contribute to an environment where people and technology thrive together to accomplish more than they could apart.

  • Navigate the complexities of cross-border and/or diverse teams and engagements.

  • Initiate and lead open conversations with teams, clients and stakeholders to build trust.

  • Uphold the firm's code of ethics and business conduct.

Job Description:

  • Manage the delivery of high-quality service & support for production systems, applications, and infrastructure.

  • Responsible for end-to-end operational focus - Application, Infrastructure Support, Operational Costs & Productivity, Utilization, Quality, Incident, and Problem & Service Level Management.

  • Diagnose and formulate remediation plan arising from critical production issues.

  • Provide SME technical support to second level production support team.

  • Engage technical manager and technical teams to provide updates in case of major incidents via bridge call and update playbook throughout the call.

  • For P1/P2 incidents, where vendor is involved, ensuring that Incident being addressed by the vendor is actively managed and that the vendor provides timely resolution.

  • Ensuring Outage notifications are sent by the technical manager in case of major outages. Following up with technical managers to get the status of the incident on regular intervals.

  • Developing and implementing processes for collecting data from clients on their satisfaction with service delivery.

  • Working with internal and client teams to develop new policies or procedures to improve service delivery efficiency.

  • Work with Transformation Project teams to bring the operations in-line with the target state operating model.

  • Consolidation & re-engineering to fit the operating model and/or client strategy.

  • Work with stakeholders to manage escalation and risk.

  • People development and coaching, high performance leadership and motivation of team members

  • Support selection of new team members and education according to agreed plan

  • Monitor engagement budget, schedule, and quality.

  • Responding to client inquiries or complaints in a timely manner to ensure customer satisfaction.

  • Review existing solutions, identify opportunities for continuous improvements, and perform enhancements to systems.

  • Collaborate and work with business and cross-functional teams to identify & implement effective solutions that automates and optimizes performance and processes.

  • Manage SLAs and guide the team to triage, identify and implement solutions.

  • Discuss customer feedback and identify solutions to problems.

  • Reviewing customer feedback to identify trends or patterns that may require further investigation.

Skills and Experience:

  • Bachelor's or Master’s degree in Computer Science, Information Technology, Business Administration, or a related field.

  • 14+ years of relevant experience with following skillsets

    • Experience working in Managed services environment providing application support, with strong knowledge on IT Service Management (ITSM) process including incident, request, and problem management.

    • Experience managing large managed services support and maintenance engagements across custom applications, Commercial-Off-the-Shelf applications, Cloud, infrastructure, and end user services.

    • Experience in managing large client engagement, delivery management, Change/release management, Demand Management, service level management, finance, and operations management.

    • Experience working with cross functional teams.

    • Experience working in ITSM tools such as Service Now, Remedy

    • Ability to guide the teams technical in at least two of the below areas (1) custom application, (2) Commercial-Off-the-Shelf applications, and (3) Cloud & Infrastructure

    • Solid understanding of ITIL, Kanban, Agile and waterfall delivery methodologies

    • Preferred experience in IT monitoring tools, Cloud tools, and automation tools.

Education (if blank, degree and/or field of study not specified)

Degrees/Field of Study required:

Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills

Optional Skills

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Not Specified

Available for Work Visa Sponsorship?


Government Clearance Required?


Job Posting End Date

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