IN_Senior Manager -Service Manager – IT Services Co. _ IFS – PAN India

Line of Service

Internal Firm Services

Industry/Sector

Not Applicable

Specialism

Operations

Management Level

Senior Manager

Job Description & Summary

At PwC, our people in business application consulting specialise in consulting services for a variety of business applications, helping clients optimise operational efficiency. These individuals analyse client needs, implement software solutions, and provide training and support for seamless integration and utilisation of business applications, enabling clients to achieve their strategic objectives.

In ServiceNow consulting at PwC, you will gain extensive experience in ServiceNow applications and assist clients in optimising operational efficiency through analysis, implementation, training, and support tailored to ServiceNow software.

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:

As a Service Manager within Assurance Technology Enablement (ATE), you will be pivotal to the end-to-end operational success of our products and services, from onboarding through to retirement. Your mission will be to deliver seamless customer experience by expertly integrating people, process, and technology. This role requires a focus on service delivery and customer experience, acting as a crucial bridge between IT and the business to align operations with strategic needs, manage expectations, and handle escalations.

Responsibilities:

Key Responsibilities:

Service Strategy & Design:

· Possess a deep understanding of the service's value, function, and business purpose.

· Align with product roadmaps, identify cross-team dependencies, and assess risks.

· Engage stakeholders to ensure service design meets business and operational needs.

· Position the service effectively within the broader organizational strategy and portfolio.

Release & Service Transition:

· Lead the transition of new or changed services into operational support.

· Oversee onboarding activities, ensuring teams are prepared and processes are documented.

· Coordinate between development and support teams for smooth handovers.

· Facilitate initiation, review, and approval for change management processes, ensuring compliance.

· Ensure readiness for monitoring, alerting, and support frameworks.

Service Operations:

· Oversee the day-to-day operations of the service, including incident, change, and request management.

· Act as the primary escalation point for service issues, driving timely resolution.

· Conduct regular Service Reviews with clear outcomes, actions, and follow-up.

· Manage ATE incident communications, trend analysis, and root cause reporting.

Supplier Oversight:

· Build and maintain productive relationships with external suppliers supporting the service.

· Monitor and evaluate vendor performance against Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

· Ensure suppliers meet contractual, compliance, and security obligations.

· Collaborate on contract renewals, new supplier onboarding, and exit transitions.

Service Improvements:

· Create and manage Continual Service Improvement (CSI) plans.

· Identify main user issues and service patterns, raising them with service owners.

· Identify and implement opportunities for service enhancement and optimization.

· Prioritize improvements that enhance customer experience and operational efficiency.

Service Compliance:

· Ensure compliance with global PwC Technology, NIS, and ATE governance standards (onboarding, CI management, application catalogue maintenance, access reviews, vulnerability remediation).

· Promote consistent processes and maintain service documentation and artifacts.

Stakeholder & Relationship Management:

· Build strong working relationships with Product teams, Portfolio leads, Vendors, and internal business/operations/support teams.

· Maintain open lines of communication on service status, plans, and issues.

· Represent customer interests in internal discussions and planning.

· Drive alignment between technology delivery and business objectives.

Governance, Reporting & Financial Oversight:

· Manage service-related budgets and conduct regular financial reviews with leadership.

· Monitor and report on service performance, customer value, and outcomes.

· Ensure governance activities (staff rosters, CMDB, service catalogues, compliance checks) are maintained.

· Communicate service benefits, risks, and status updates to senior stakeholders.

Mandatory skill sets:

Service Management Expertise:

· Deep understanding of ITIL frameworks and the service lifecycle (strategy, design, transition, operation, improvement).

· Experience with incident, change, problem, and release management.

· Ability to run structured Service Reviews, root cause analysis, and performance reporting.

Stakeholder Management:

· Strong interpersonal skills for managing relationships with business stakeholders, product and platform teams, vendors, and third parties.

· Confidence in handling conflict resolution and escalation management.

Communication & Influence:

· Ability to translate technical language into business language.

· Skilled in writing clear updates, executive summaries, and customer communications.

· Ability to influence priorities without formal authority.

Analytical & Problem Solving:

· Strong critical thinking for identifying service trends and systemic issues.

· Comfortable digging into data to extract insights (service metrics, SLA breaches, cost impacts).

· Proactive in spotting inefficiencies and recommending practical fixes.

Process & Governance Adherence:

· Familiarity with firmwide governance policies (e.g., onboarding, catalog management, risk compliance).

· Ability to document, standardize, and enforce service processes.

· Experience leading or participating in audits or compliance reviews.

Tool Proficiency:

· Experience with service management platforms such as ServiceNow (highly preferred) and Confluence.

· Familiarity with monitoring & alerting tools (e.g., Datadog, OpsGenie).

· Competence in Excel, PowerPoint, SharePoint, dashboards, and reporting tools.

Preferred skill sets:

Behavioral Traits:

· Customer-first mindset with empathy and accountability.

· Adaptable and calm under pressure

Naturally curious, always looking to improve systems.

· Team-oriented, but capable of leading from the middle.

Strategic yet hands-on, able to see the big picture and engage in detailed work.

Years of experience required:

8+ yrs

Education qualification:

Any UG/PG

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

Degrees/Field of Study required: Bachelor Degree, Postgraduate (Certificate)

Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills

ServiceNow Platform

Optional Skills

Accepting Feedback, Accepting Feedback, Active Listening, Agile Methodology, Analytical Thinking, Application Security, Coaching and Feedback, Communication, Configuration Management (CM), Creativity, Cybersecurity, Embracing Change, Emotional Regulation, Empathy, Enterprise Architecture, Human Resources (HR) Consulting, Inclusion, Influence, Intellectual Curiosity, IT Change Management, Learning Agility, Optimism, Professional Courage, Rapid Experimentation, Relationship Building {+ 8 more}

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Not Specified

Available for Work Visa Sponsorship?

No

Government Clearance Required?

No

Job Posting End Date