PwC US Tech - Service Manager in Grand Rapids, Michigan
Specialty/Competency: IFS - Information Technology (IT)
Industry/Sector: Not Applicable
Time Type: Full time
Travel Requirements: Up to 20%
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. You’ll focus on managing the design and implementation of technology infrastructure within PwC, developing and enhancing both client and internal facing applications within PwC, and providing technology tools that help create a competitive advantage for the Firm to drive strategic business growth.
Our Systems Analysis team assists PwC with system updates and change management based on its technological needs. You’ll help the team with system configurations, implementations and other related process improvements.
To really stand out and make us fit for the future in a constantly changing world, each and every one of us at PwC needs to be a purpose-led and values-driven leader at every level. To help us achieve this we have the PwC Professional; our global leadership development framework. It gives us a single set of expectations across our lines, geographies and career paths, and provides transparency on the skills we need as individuals to be successful and progress in our careers, now and in the future.
As a Manager, you'll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. PwC Professional skills and responsibilities for this management level include but are not limited to:
Develop new skills outside of comfort zone.
Act to resolve issues which prevent the team working effectively.
Coach others, recognise their strengths, and encourage them to take ownership of their personal development.
Analyse complex ideas or proposals and build a range of meaningful recommendations.
Use multiple sources of information including broader stakeholder views to develop solutions and recommendations.
Address sub-standard work or work that does not meet firm's/client's expectations.
Use data and insights to inform conclusions and support decision-making.
Develop a point of view on key global trends, and how they impact clients.
Manage a variety of viewpoints to build consensus and create positive outcomes for all parties.
Simplify complex messages, highlighting and summarising key points.
Uphold the firm's code of ethics and business conduct.
Our Systems Consulting - Practice Support team helps build customizable specific system solutions that enhance the PwC’s capabilities to appropriately serve all client needs. As part of the team, you’ll use your deep knowledge of enterprise architecture across application areas to build delivery models that map to PwC’s business needs.
Job Requirements and Preferences :
Basic Qualifications :
Minimum Degree Required :
Additional Educational Requirements :
Bachelor's degree or in lieu of a degree, demonstrating, in addition to the minimum years of experience required for the role, three years of specialized training and/or progressively responsible work experience in technology for each missing year of college.
Minimum Years of Experience :
4 year(s) of progressive roles managing IT incident and service management, delivery, and execution using Agile methodology.
Preferred Qualifications :
Preferred Fields of Study :
Information Technology, Computer Systems Analysis, Management Information Systems
Certification(s) Preferred :
ITIL Certification and/or PMP.
Preferred Knowledge/Skills :
Demonstrates extensive abilities and/or a proven record of success as a team leader in planning and execution of projects to deliver technology solutions by:
Demonstrating knowledge and experience in the management of delivery, incident, and service of technology solutions using agile methods and both onshore and offshore providers;
Performing agile methods (Scrum, etc.) and establishing optimal flow (Kanban, etc.);
Using Microsoft based technologies including ASP.NET,C#, SQL Server, SSRS, etc.;
Developing new business capabilities using technology;
Demonstrating Cloud-based implementations and upgrades;
Demonstrating continuous Integration and DevOps;
Demonstrating traditional Waterfall/Iterative methods (RUP, etc.);
Demonstrating IT Service Management industry leading practices (ITIL);
Demonstrating SDLC Methodology;
Demonstrating operations Control Quality and Process Improvement Systems (ISO 9000, SEI CMM, Six Sigma);
Demonstrating technical security standards such as ISO 27001;
Utilizing service management/ticketing/queuing tools (such as ServiceNow) to track incidents, build dashboards and manage resolutions;
Leading the financial management; and,
Teaming and resourcing management including formal coaching.
Demonstrates extensive abilities and/or a proven record of success as a team leader in guiding application development and delivery/service teams by:
Managing development projects and all technical operational aspects for a specific business area's applications;
Managing a portfolio of development and operations teams along with managing the technical support for the business applications;
Managing delivery of services and financial cost recovery for specific business sponsors;
Managing Service Level Agreements (SLA) with external and internal resources and quality/acceptance of deliverables including customer relations, problem management, vendor management and financial management of the service they represent;
Operating with some independent authority and 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;
Managing teams in a rapidly changing environment including performance management, coaching for development, and resource assignment;
Building relationships with business stakeholders throughout the organization to influence them to take action to drive progress;
Contributing to and/or facilitating security reviews, release management, capacity planning, infrastructure change scheduling, etc.;
Coaching technical team members to increase business acumen including the ability to effectively communicate;
Improving customer experience using Business Services Technology applications within the Learning & Development portfolio;
Leading, coordinating, communicating high impact business incidents and service interruption windows; and,
Leading, coordinating, communicating schedule software/architecture scheduled maintenance activities and communication to stakeholders.
At PwC, our work model includes three ways of working: virtual, in-person, and flex (a hybrid of in-person and virtual). Visit the following link to learn more: https://pwc.to/ways-we-work.
PwC does not intend to hire experienced or entry level job seekers who will need, now or in the future, PwC sponsorship through the H-1B lottery, except as set forth within the following policy: https://pwc.to/H-1B-Lottery-Policy.
All qualified applicants will receive consideration for employment at PwC without regard to race; creed; color; religion; national origin; sex; age; disability; sexual orientation; gender identity or expression; genetic predisposition or carrier status; veteran, marital, or citizenship status; or any other status protected by law. PwC is proud to be an affirmative action and equal opportunity employer.
For positions based in San Francisco, consideration of qualified candidates with arrest and conviction records will be in a manner consistent with the San Francisco Fair Chance Ordinance.
For positions in Colorado, visit the following link for information related to Colorado's Equal Pay for Equal Work Act: https://pwc.to/coloradoproductstechmanager.