Job Description & Summary

PwC IT Services:
Owns PwC’s three Global Hosting Centres.
Manages PwC’s global applications (applications used by member firms, including infrastructure, back office, or front office solutions.
Supports PwC Security Operations Centre, providing security monitoring services to the PwC network as a shared service.
Headquartered in the UK, with subsidiaries in the US and Singapore, and branches in Germany, Romania, and the Czech Republic.

IT Service Management - Release & Change Manager

Job Requirements and Preferences: 

Basic Qualifications: 

Minimum Degree Required: High School Diploma 

Minimum Years of Experience: 6 year(s) of experience and 2-4 years of experience in progressive roles focused on IT Service Management across multiple teams and products. 

Preferred Qualifications: 

Degree Preferred: Bachelor Degree 

Preferred Fields of Study: Information Technology, Management Information Systems 

Additional Educational Preferences: Data Science, Business, Program or Project Management 

Certification(s) Preferred: 

ServiceNow Implementer, ServiceNow Application Specialist ITIL Foundations v3 or higher certification Agile & Scrum Six Sigma yellow/green belt Data Analytics Azure DevOps 

Preferred Knowledge/Skills: 

• Demonstrates intimate abilities and/or a proven record of success as a team leader: Understanding and in depth knowledge of IT Service Management industry leading practices (ITIL), and SDLC Methodology; 
• Coordinating and/or playing a key role in ServiceNow product support, implementation, or process ownership; 
• Possessing experience with business change and community champion programs involving the ServiceNow platform; 
• Maintaining knowledge of product enhancements, vendor road maps, and product user community discussions; 
• Supporting stakeholders and customers through product releases and platform upgrades; Performing data analysis to build actions plans toward IT Service Management adoption aligned to PwC Technology strategy; 
• Maintaining and improving stakeholder communication channels (Sharepoint, distribution groups, etc.); 
• Coordinating and collaborating with a diverse global team to achieve outcomes; 
• Coordinating or supporting product updates and changes to the platform; 
• Aligning with product support including knowledge sharing and maturation of product support model; 
• Supporting the creation and maintenance of product roadmaps; 
• Collaborating with external partners, third party suppliers, and internal teams as needed to properly develop and maintain owned product(s); 
• Communicating and presenting business and technical information cogently to a wide variety of audiences; 
• Operating with independent authority and prudent judgment to resolve technical issues that pertain to the business applications under their area of responsibility; 
• Maintaining continuity of technical knowledge that is significant to the successful operation of a particular business area; 
• Leading teams in a rapidly changing environment including performance management, coaching for development, and resource assignment; and, 
• Mentoring operations or technical team members to increase business acumen including the ability to effectively communicate.