Line of Service

Advisory

Industry/Sector

Not Applicable

Specialism

Operations

Management Level

Senior Manager

Job Description Summary

At PwC, our people in strategy consulting focus on providing strategic guidance and insights to organisations. They analyse market trends, assess business performance, and develop recommendations to help clients achieve their goals. These individuals work closely with clients to identify opportunities for growth, optimise operations, and enhance overall business performance. In technology strategy at PwC, you will specialise in developing and implementing strategic plans to leverage technology for business growth and innovation. You will analyse market trends, assess organisational needs, and provide guidance on technology investments and initiatives. Working in this area, you will collaborate with stakeholders to align technology strategies with overall business objectives to increase utilisation of technology resources, driving competitive advantage.

Responsibilities:

- Lead and manage IT Service Management operations with a specific focus on GCC region compliance, standards, and business needs.
- Develop, implement, and continuously improve ITSM processes aligned with ITIL best practices and tailored for the GCC market.
- Collaborate with cross-functional teams including Service Delivery, Incident Management, Change Management, and Problem Management to ensure smooth service operations.
- Drive GCC-specific Service Level Agreements (SLAs), Key Performance Indicators (KPIs),



and operational metrics to meet client expectations.
- Provide expert guidance and support to stakeholders on ITSM processes, policies, and reporting, ensuring GCC regional regulatory and governance adherence.
- Facilitate regular audits, reviews, and assessments of ITSM practices specific to GCC operations and implement necessary improvements.
- Liaise with GCC clients and vendors to manage service delivery and resolve escalated issues with a focus on GCC cultural and compliance factors.
- Support ITIL certifications and promote ITSM best practices within the organization.

Mandatory skill sets:

- Excellent stakeholder management and communication skills.

- Ability to analyze ITSM data and prepare reports tailored to GCC client requirements and compliance standards.

- Familiarity with GCC regulatory environment, data privacy, and compliance mandates impacting IT services.

Preferred skill sets

- Proven experience (typically 8+ years) in IT Service Management with specialization in GCC region-specific ITSM.

- Solid knowledge of ITIL frameworks and hands-on experience in implementing ITSM processes.

- Experience in managing IT service operations for GCC clients or within GCC business units.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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