Line of Service Internal Firm Services Industry Sector Not Applicable Specialism IFS - Internal Firm Services - Other Management Level Senior Manager Summary At PwC our people in information technology operations focus on managing and maintaining the technology infrastructure and systems to provide smooth operations and efficient delivery of IT services This includes monitoring network performance troubleshooting issues and implementing security measures In service management at PwC you will focus on overseeing and confirming the delivery of quality and timely services You will monitor vendor compliance with contractual agreements for service quality availability and reliability manage the business and delivery of services and lead service recovery in case of major incidents 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 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 setting 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 Summary Service Governance ensures that IT services are delivered effectively and efficiently adhering to established policies and standards As an ITSM Manager you will maintain and continuously improve ITSM processes Support our business through IT Service Management and Service Transition best practice You will consult on and provide ITSM solutions specifically governance frameworks for IT Service Delivery and IT Operations Drive the development of core services to be available to all business stakeholders Enable your team to deliver appropriate IT Service Management solutions Responsibilities Manage and improve ITSM processes such as incident problem and change management Report metrics associated with IT service levels Lead ITSM projects and initiatives Monitor on IT service performance Assist in design and maintenance of ITSM policies and procedures Understanding of IT infrastructure applications and service delivery models Ensure to meet requirements of audit compliance Experience in improving IT service management processes Understanding of budgeting and financial management Ability to be actively involved in large projects and or leading medium scale projects Mandatory skill sets Extensive experience in IT Service Management Excellent knowledge of ITIL frameworks Experience with ITSM tools Service Now JIRA and platforms Preferred skill sets Curiosity A natural curiosity and eagerness to learn explore recent ideas and see past the status quo o Collaboration A natural collaborator suited to work in a collaborative culture with a diverse and talented team that values collaboration constructive challenging and mutual respect o Challenge Demonstrates the capability to question and challenge ideas decisions and processes in a constructive manner fostering a culture of continuous improvement and innovation while maintaining respect and professionalism in all interactions o Value Driven Demonstrates a strong commitment to ethical principles and organisational values ensuring that all actions and decisions align with the company s mission and integrity standards o Tactical o Influential o Customer-focused o Collaborative o Process oriented Years of experience required 7 yrs Education qualification Bachelors Education if blank degree and or field of study not specified Degrees Field of Study required Bachelor Degree Degrees Field of Study preferred Certifications if blank certifications not specified Required Skills ITSM Optional Skills Accepting Feedback Accepting Feedback Active Listening Analytical Thinking Coaching and Feedback Communication Communications Planning Conflict Resolution Contract Management Contract Negotiation Creativity Crisis Management Customer Relationship Management Customer Service Excellence Customer Service Management Developing Service Standards Embracing Change Emotional Regulation Empathy Escalation Management Inclusion Influence Information Technology Infrastructure Library ITIL Intellectual Curiosity Internal Communication IC 32 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

📌 In-senior Manager Itsm In It Services Co Ifs Pan India (Kolkata)
🏢 PwC
📍 Kolkata