7 days old

Americas Service Management Lead

Tampa, FL 33607

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. Youll 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.Our Operations Support team monitors the overall quality of our service. As a part of the team, youll be the primary contact for ensuring the quality of our services is maintained while also considering better ways to provide the same service in a more cost efficient manner and keeping customer satisfaction with our services high.

To really stand out and make us ?t for the future in a constantly changing world, each and every one of us at PwC needs to be an authentic and inclusive leader, at all grades/levels and in all lines of service. 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 Director, youll 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:

- Arrange appropriate assignments and experiences to support others learning and development.
- Seek out different ways to use current and relevant technological advances.
- Analyse marketplace trends - economical, social, cultural, technological - to identify opportunities and create value propositions.
- Deploy methods to keep up with, and stay ahead of, new developments and ideas.
- Offer a global perspective in stakeholder discussions and when shaping solutions/recommendations.
- Drive and take ownership for developing networks that help deliver what is best for stakeholders.
- Proactively manage stakeholders to create positive outcomes for all parties.
- Uphold the firms code of ethics and business conduct.

The SM director will lead, coach and direct the Service Managers in all of the territories in the region. The Service Managers are the key liaison between the region, the territory and are the first point of contact for all service quality issues and escalations - operations, support and project related. They own and manage the territory infrastructure operations budget. The SM director will provide strategic and operational support to the Americas region TSO Infrastructure Operations leader.

Job Requirements and Preferences:

Basic Qualifications:

Minimum Degree Required:
High School Diploma

Minimum Years of Experience:
8 year(s) of progressive roles leading IT operations quality control, process improvement, and compliance.

Preferred Qualifications:

Degree Preferred:
Bachelor Degree

Preferred Knowledge/Skills:

Demonstrates thought leader-level abilities as a team leader, emphasizing the following areas:

  • Handling the Americas region change management governance processes;
  • Leading and managing small and medium assigned projects and initiatives as required;
  • Providing budget oversight, playing a leading role in strategy and planning and helping to execute on the Americas region TSO strategic priorities,while driving continuous improvement activities across the organisation;
  • Leading, managing and setting the strategy and vision for the service management function in the Americas region;
  • Providing support for various technology committees such as ITAC;
  • Managing and resolving escalated service quality issues from each territory in the region;
  • Driving process and quality improvements through innovation and automation continuously;
  • Leveraging territory feedback to identify improvement opportunities across TSO technology services;
  • Managing project demand from the territories and assist with identifying the high level implementation costs to help CIOs make a decision;
  • Providing oversight for the IT change management governance process for the region;
  • Driving end user communications in each territory around major incidents by working closely and collaboratively with the MI team and the Core services team, providing regular feedback to help drive improvements;
  • Promoting technology services and capabilities across all territories in the region;
  • Providing coaching and mentoring to direct reports and oversee recruitment efforts;
  • Supporting TSO leadership team with organisational alignment to strategic direction (North Star);
  • Developing and executinga development plan for direct reports and leading functional teams;
  • Influencing and negotiating skills, especially at the CSUITE level;
  • Developing and sustaining effective business relationships at all levels of the firm;
  • Developing, maintaining, effectively managing and controlling budgets over 50 million and financial acumen;
  • Leading and managing projects and programs of work on behalf of the TSO director;
  • Working with toolssuch as Alteryx and Tableau;
  • Sharing and collaborating effectively with peers, business stakeholders, vendorsand staff to deliver results; and,
  • Developing the next level of leaders.

All qualified applicants will receive consideration for employment at PwC without regard to race; creed; color; religion; national origin; sex; age; disability; sexual orientation; gender identity or expression; genetic predisposition or carrier status; veteran, marital, or citizenship status; or any other status protected by law. PwC is proud to be an affirmative action and equal opportunity employer.

For positions based in San Francisco, consideration of qualified candidates with arrest and conviction records will be in a manner consistent with the San Francisco Fair Chance Ordinance.


Posted: 2019-11-03 Expires: 2019-12-04

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Americas Service Management Lead

Tampa, FL 33607

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