Director of Service Management & Operations

At PwC, our people in infrastructure focus on designing and implementing robust, secure IT systems that support business operations. They enable the smooth functioning of networks, servers, and data centres to optimise performance and minimise downtime. Those in cloud operations at PwC will focus on managing and optimising cloud infrastructure and services to enable seamless operations and high availability for clients. You will be responsible for monitoring, troubleshooting, and implementing industry leading practices for cloud-based systems.

Translating the vision, you set the tone, and inspire others to follow. Your role is crucial in driving business growth, shaping the direction of client engagements, and mentoring the next generation of leaders. You are expected to be a guardian of PwC's reputation, understanding that quality, integrity, inclusion and a commercial mindset are all foundational to our success. You create a healthy working environment while maximising client satisfaction. You cultivate the potential in others and actively team across the PwC Network, understanding tradeoffs, and leveraging our collective strength.

Skills, Knowledge, and Experiences

• Lead in line with our values and brand.
• Develop new ideas, solutions, and structures; drive thought leadership.
• Solve problems by exploring multiple angles and using creativity, encouraging others to do the same.
• Balance long-term, short-term, detail-oriented, and big picture thinking.
• Make strategic choices and drive change by addressing system-level enablers.
• Promote technological advances, creating an environment where people and technology thrive together.
• Identify gaps in the market and convert opportunities to success for the Firm.
• Adhere to and enforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance) the Firm's code of conduct, and independence requirements.

Minimum Qualifications

• Minimum Degree Required: Bachelor Degree
• Required Fields of Study: Computer and Information Science, Management Information Systems
• Minimum Years of Experience: 10 year(s)

Preferred Knowledge/Skills

• Demonstrates thought leader-level abilities with, and/or a proven record of success directing efforts in the following areas:
• Working knowledge of Cloud platforms and the technologies that make them work. (AWS, Azure, Google Cloud Platform)
• Working knowledge of IT Service Management and how it is implemented across different operating models. (ITIL, AIOps, FinOps, DevOps, ServiceNow and other platform/tool automation)

• Excelling in delivering high-value solutions in dynamic and ambiguous environments;
• Leading complex projects by bringing together the right perspectives, identifying roadblocks, and integrating feedback from clients and team members;
• Guiding delivery from project scoping to conclusion, while consistently keeping the client’s goals in mind;
• Having a passion for developing and growing team members;
• Communicating at an executive level;
• Serving as both a mentor and advocate for your team and PwC community;
• Excelling in creating and maintaining professional relationships and leverage your professional network to seek new business opportunities;
• Approaching new projects with an open mind, learn from your mistakes and ask for help when needed;
• Believing in empathy for coworkers and customers is key to your success;
• Believing in the value created by diverse teams and can adapt to a variety of working styles;
• Leading development of thought leadership and sales materials to grow the PwC Community, building new client relationships and business opportunities.

Areas of Expertise

• Cloud Platforms (Amazon Web Services (AWS), Azure, GCP);
• Cloud Strategy, Design, Architecture and Migration;
• DevOps, Automation CI/CI;
• AIOps, Machine Learning, IoT;
• ServiceNow, ITIL, SACM;
• COBIT, Remedy, Service Catalogue, CMDB;
• FinOps and IT Asset Management;
• Incident, Problem and Change Management.