Managed Services Operations Delivery Lead – PwC

Title of the Job: Managed Services Operations Delivery Lead

Location: Toronto, ON

Job Description: Line of Service Internal Firm ServicesIndustry/Sector Not ApplicableSpecialism IFS – Information Technology (IT)Management Level Senior ManagerJob Description & Summary Join us in shaping the future by bringing the PwC strategy to life through the integration of cutting-edge products and technology into every aspect of our delivery. At PwC, we provide our clients with top talent and advanced technology to effectively tackle their most pressing business challenges. As a member of our Products and Technology team, you’ll be at the forefront of innovation, driving growth and transforming how we meet and exceed client expectations.In this newly created role within P&T, you’ll support Managed Services Operations delivery. Our Managed Services Operations team works closely with PwC product teams to operationalize, deploy, and automate our technology products and offerings. We pride ourselves on providing white-glove support, ensuring our client support services run smoothly and meet the highest standards.Meaningful work you’ll be part ofAs a Managed Services Operations Delivery Lead, you’ll work as part of a team of problem solvers, helping to solve business issues, deliver high quality client service and operational efficiency. Responsibilities include but are not limited to:Technology Delivery Management:Service Level Agreement (SLA) Compliance: Ensuring SLA compliance involves consistently meeting agreed-upon service levels and performance metrics to uphold client expectations and contractual obligations effectively, across the portfolio of Managed Services Offerings, across LOSOperational Uptime: Responsible for ensuring high operations uptime, minimizing downtime through proactive maintenance, and implementing robust resilience strategies to support continuous service availability, aligned to client contracted SLA’s and SLO’sIncident Management: Responsible for overseeing IT incident management processes, ensuring swift resolution and minimal impact on business operationOperational Costs: Responsible for managing operational costs associated with IT delivery, optimizing expenditures to align with budgetary constraints and business objectivesProcess Improvement: Number of implemented process improvementsProgram Management:Drive the strategic planning and execution of programs, ensuring alignment with organizational goals and client expectationsMonitor program milestones, risks, and dependencies to mitigate issues and optimize delivery timelinesFoster collaboration across teams and stakeholders to maintain seamless communication and alignment on program objectivesContinuously assess program performance against KPIs, implementing improvements to enhance service delivery efficiency and qualityOther Tasks and Responsibilities as assigned:Assist with special projects for the department as requiredExperiences and skills you’ll use to solveA bachelor’s degree in either Information Technology, Computer Science, Business Administration, or a related fieldITIL (Information Technology Infrastructure Library) or/and PMP (Project Management Professional)A master’s degree (MBA) or equivalent higher education in Business Management would be an advantageExtensive experience in IT service delivery, with increasing responsibilities in managing teams and projectsDemonstrated experience in program management, IT operations and service delivery management within a managed services environment in Big 4 consulting or tier 1 Service Integrator companyProven track-record of managing client relationships, SLA compliance, and continuous improvement initiativesExperience in budget management, resource allocation, and performance management to ensure efficient and effective service deliveryTechnical Expertise: Strong understanding of IT infrastructure, cloud technologies and enterprise applications relevant to the managed services being deliveredIT Service Management: Proficiency in ITIL framework practices for service strategy, design, transition, operation, and continual service improvementProject Management: Ability to effectively manage projects using methodologies such as Agile, Scrum, or traditional waterfall, ensuring timely delivery and stakeholder satisfactionRisk Management: Skills in identifying, assessing and mitigating risks associated with service delivery, ensuring proactive measures are in place to minimize impactStrong verbal and written communication skills to articulate complex concepts clearly, influence stakeholders and facilitate effective collaboration, with internal stakeholders and external clientsPwC Canada is committed to cultivating an inclusive, hybrid work environment. Exact expectations for your team can be discussed with your interviewerWhy you’ll love PwCWe’re inspiring and empowering our people to change the world. Powered by the latest technology, you’ll be a part of diverse teams helping public and private clients build trust and deliver sustained outcomes. This meaningful work, and our continuous development environment, will take your career to the next level. We reward your impact, and support your wellbeing, through a competitive compensation package, inclusive benefits and flexibility programs that will help you thrive in work and life. Learn more about our Application Process and Total Rewards Package at: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 SkillsOptional SkillsDesired Languages (If blank, desired languages not specified)Travel Requirements Not SpecifiedAvailable for Work Visa Sponsorship? NoGovernment Clearance Required? NoJob Posting End Date October 10, 2024At PwC Canada, our most valuable asset is our people and we grow stronger as we learn from one another. We’re committed to creating an equitable and inclusive community of solvers where everyone feels that they truly belong. We understand that experience comes in many forms and building trust in society and solving important problems is only possible if we reflect the mosaic of the society we live in.We’re committed to providing accommodations throughout the application, interview, and employment process. If you require an accommodation to be at your best, please let us know during the application process.To learn more about inclusion and diversity at PwC Canada: https://www.pwc.com/ca/en/about-us/diversity-inclusion.html. Be a part of The New Equation.Chez PwC Canada, notre atout le plus précieux, c’est notre personnel. Et c’est en apprenant les uns des autres que nous devenons plus forts. Nous avons à cœur de créer une communauté équitable et inclusive de professionnels de la résolution de problèmes, dans laquelle chacun se sent vraiment à sa place. Nous savons que l’expérience peut prendre diverses formes et, pour nous, donner confiance au public et résoudre des problèmes importants n’est possible que si notre milieu de travail reflète la diversité de la société dans laquelle nous vivons.Nous tenons à répondre à vos besoins tout au long du processus de demande d’emploi, d’entrevue et d’embauche. Si vous avez besoin de mesures d’adaptation pour être parfaitement à l’aise, faites-le-nous savoir à l’étape de la demande d’emploi.Pour en savoir plus sur l’inclusion et la diversité chez PwC Canada: https://www.pwc.com/ca/fr/about-us/diversity-inclusion.html. Faites partie de La Nouvelle équation.

Company Name: PwC

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