Industry/Sector

Not Applicable

Specialism

Managed Services

Management Level

Senior Manager

Job Description & Summary

At PwC, our people in managed services focus on a variety of outsourced solutions and support clients across numerous functions. These individuals help organisations streamline their operations, reduce costs, and improve efficiency by managing key processes and functions on their behalf. They are skilled in project management, technology, and process optimization to deliver high-quality services to clients.

Those in managed service management and strategy at PwC will focus on transitioning and running services, along with managing delivery teams, programmes, commercials, performance and delivery risk. Your work will involve the process of continuous improvement and optimising of the managed services process, tools and services.

Growing as a strategic advisor, you leverage your influence, expertise, and network to deliver quality results. You motivate and coach others, coming together to solve complex problems. As you increase in autonomy, you apply sound judgment, recognising when to take action and when to escalate. You are expected to solve through complexity, ask thoughtful questions, and clearly communicate how things fit together. Your ability to develop and sustain high performing, diverse, and inclusive teams, and your commitment to excellence, contributes to the success of our Firm.

Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:

- Craft and convey clear, impactful and engaging messages that tell a holistic story.
- Apply systems thinking to identify underlying problems and/or opportunities.
- Validate outcomes with clients, share alternative perspectives, and act on client feedback.




- Direct the team through complexity, demonstrating composure through ambiguous, challenging and uncertain situations.
- Deepen and evolve your expertise with a focus on staying relevant.
- Initiate open and honest coaching conversations at all levels.
- Make difficult decisions and take action to resolve issues hindering team effectiveness.
- Model and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance), the Firm's code of conduct, and independence requirements.

SLM and Reporting:

Role Overview
The Service Level Management (SLM) & Reporting Lead is responsible for end-to-end monitoring, analysis, and reporting of IT service performance. This role ensures service levels are accurately measured, proactively managed, and continuously improved through data-driven insights, robust governance, and close collaboration with stakeholders and service partners.

Key Responsibilities

- Own and manage service level monitoring and reporting across IT services, ensuring accuracy, completeness, and transparency

- Track and report service performance against agreed SLAs, KPIs, and common service levels

- Develop, document, and maintain SLM procedures, metrics, and reporting standards, aligned to service management policies

- Define and manage data sets and input variables for service level measurement and reporting





- Implement trend analysis and early-warning indicators to proactively identify potential SLA risks and breaches

- Produce clear, accurate, and timely service performance reports for operational and leadership reviews

- Lead monthly service level reviews and recommend improvement actions across services and suppliers

- Drive and track service level improvement plans, ensuring timely implementation and measurable outcomes

- Enable integrated dashboards and performance analytics, leveraging automation and smart reporting tools

- Ensure stakeholders have access to reliable performance data and reporting systems

- Deliver quarterly service performance improvement reports highlighting trends, improvements, and optimization opportunities

- Ensure ongoing reporting compliance and data validation, supporting audit and governance requirements

Required Skills & Experience

- 8+ years of experience in Service Level Management, Reporting, or ITSM roles

- Proven ability to manage SLA/KPI monitoring, reporting, and improvement planning

- Strong analytical skills with experience in trend analysis and performance insights

- Experience working with ITSM tools and reporting dashboards (e.g., ServiceNow or similar)

- Demonstrated experience in Client Data Protection (CDP) and adherence to data privacy, security, and compliance standards

- Excellent stakeholder communication and coordination skills

- Experience working in large, complex, or multi-vendor IT environments

- Experience supporting 24x5 global operations

Preferred Qualifications

- ITIL certification (ITIL 4 preferred)

- Experience with service analytics, automation, or performance reporting platforms

Travel Requirements

Not Specified

Job Posting End Date

📌 MS SLM/Reporting Lead - Senior Manager - Operate (Hyderabad)
🏢 Recognized
📍 Hyderabad