You are competitive candidate who wants to apply for a position to work as a service manager at PWC, here is the job description:Our purpose focuses on how we contribute to society, and how our business decisions can contribute to greater trust and solving important problems. In order to achieve our purpose and deliver a first-class service to our clients, we need first-class support internally. The people who power us - our internal teams - have a vital role to make sure we have all the right resources, services and technology to be the best we can be. Not all of us work directly with external clients.
Service Manager - IT

A Service Manager operates independently, they manage the delivery of an IT service and may be responsible for one or more services depending on the size of the service.

What a Service Manager does

A Service Manager defines, owns and makes available services to stakeholders, you will:

Manage a fully functioning multi-sourced service support team with a customer-centric support approach across multiple locations, focused on service availability and performance

Ensure all service and support functions remain responsive to customer needs

Think strategically, taking an overall perspective on business issues, events and activities and discuss their wider implications and long-term impact with Product Management

Identify and manage relationships between stakeholders and suppliers, know how to clarify mutual needs and commitments through consultation and consideration of impacts

Support the Product Management function

Drive the success of the service managing a fully functioning multi-sourced service support team with a customer centric approach

Clearly articulate the business value to the wider teams so that they can understand the intent behind the service.

Service Managers - Key Responsibilities

Define and negotiate service level agreements (SLAs), service level expectations (SLEs) and operational level agreements (OLAs)

Create and maintain the service catalogue and wider IT service operations knowledge

Provide adequate reporting based on needs, to maintain service standards 

Define and collect quantitative and qualitative data and metrics to understand service availability and performance.

Ensure the service operates within the service management framework/processes

Ensure a programme of continual service improvement is put in place across the wider service delivery function

Maintain an understanding of the service dependencies and ensure collaboration with service teams (including business teams)

Maintain alignment with new ways of working by introducing Agile practices wherever possible.

Continued analysis, learning and measuring any internal/external factors that may have an impact on your service including seeking improvement opportunities.

Responsible for ensuring that we deliver services into operations and production systems are operationally reliable, available and secure inline with Information Security Policy Controls Standard and Operations Delivery Processes. Innovate within these  standards utilizing ITIL, Agile and DevOps practices to their full value.

Can demonstrate compliance with Information Security Policy Controls Standard and Operations Delivery Processes. Providing necessary evidence to support audit activities as required.