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. Our Information Technology Generalist - Practice Support team focuses on managing the design and implementation of technology infrastructure within PwC, developing and enhancing internal applications, and providing technology tools that help create a competitive advantage for PwC to drive strategic business growth.

PwC Technology focuses on developing world-class technology solutions, services and applications that enable our business to bring to our clients greater value at a lower cost, and to drive a truly technology-enabled experience. 

The Technology & Security Operations team (TSO) runs and maintains PwC’s technology platforms - providing more value and higher quality, a more tech enabled experience, all at a lower cost -- while keeping our firm and client information secure. 

This role encompasses Global Service Desk (GSD) and Major Incident Management (MIM).  This role reports up to the TSO - Service Strategy and Projects organization.

Global Service Desk Lead

The Role

PwC Technology  is looking for a highly motivated Global Service Desk Leader (GSD) and Major Incident Manager (MIM). The role owns both the GSD and MIM functions for a 24/7 Technology  Operations Organisation supporting 3 Global Hosting Centers around the globe (Central, West, East), connected Cloud workloads and Global Applications. Position requires integration with Global Service Desk, Major Incident Managers from territories, Monitoring and Response team and various resolver groups and related ITIL processes (Incident, Problem, Change Management, etc).

The role will also be responsible for incident and problem trend analysis and continuous process improvement. Critical to this role is understanding incident impact in a complex environment and ability to quickly assess what IT functions will be needed for the timely resolution of major incidents.

Experience to be successful in GSD aspects of the role

• Accountable for executing on the vision of the Customer Support function for PwC Globally

• Responsible for driving continuous process improvements to facilitate a consistent and positive customer experience through process simplification, automation and issue elimination

• Responsible for driving end user communications for Territory disruptions by working closely and collaboratively with the Major Incident (MI) team

• Provide service provider oversight and ensure they meet their contractual agreements for service quality by monitoring SLAs

• Drive the use of analytics to identify opportunities to improve the customer experience

• Manage relationships with service providers and provide regular feedback to ensure service improvement effort activities are implemented

• Ensure service providers mitigate service quality issues and end user complaints by responding to customer escalations; ensure actions are taken to prevent recurrence

• Seek out and implement ways to improve customer experience and delight the customer

• Seek out customers to ask for service delivery feedback and suggestions

• Ensure that service provider is keeping relevant internal and customer facing documentation (SOPs, KBs, Spark) current

• Advocate for the customer when interacting with other Technology teams

• Promote the brand of PwC Technology 

Experience to be successful in MIM aspects of the role

• Continuous improvement of overall major incident process and communication.

• Owning and leading the major incidents throughout their lifecycle as per the major incident process.

• Providing regular updates on major incidents in an executive communication style.

• Weekly/Monthly reporting of all major incidents

• Ensuring completion of major incidents reports, quality checks, archiving all post incident reports

• Incident and Problem Trend Analysis

• Regular review of active, historical incidents and root cause analysis to identify trends and opportunities for improvements across the IT functions

• Extract data from ticketing system ( ServiceNow) as well as work with other supporting organizations to analyze the data when needed

• Pro-active communication of known issues or trends with the Global Service Desk, territory Service Desks, M&R, Infrastructure and all other functions as needed

• Proactively review the daily queue stats and tickets in order to identify potential chronic issues which may deter future major incidents and improve the customer experience

• The position may require work outside of normal business and/or support an on-call schedule.

We require

• Proficiency in English (spoken and written)

• Agility and Lean approach to work

• Associates degree in Information Technology or equivalent, or 6  years of experience in similar IT support role

• 2+ years’ experience leading resolution of major incidents in complex IT environments

• ITIL Foundations certification is a plus

• Six Sigma certification or experience a plus

• Excellent communication skills both written and verbal  including Ability to summarize complicated technical information to people with less technical knowledge.

• Exceptional customer focus

• Have a passion for leading resolution of critical problems and motivating team members

• Excellent analytical skills and ability to ask probing questions and drive logical problem solving.

• Ability to create tables to analyze and present data.

• Demonstrate strong interpersonal skills to interact and motivate others.

• Complex, large enterprise business environment experience a plus

• Ability to effectively communicate with people with a wide range of skills, experience, cultures and capabilities

We offer

•  Interesting and challenging work and project implementation experience

• A professional and team-oriented work environment 

• Career development and professional growth in a global team setting

• Leading exciting multi-territory projects related to all HR systems area

• Competitive salary and benefits package

• Opportunity to work on a top-notch technology stack, modern cloud solutions and an agile project

• Inspiring and friendly work environment

• Your career development plan tailored to your preferences and ambitions