As a Manager, you’ll work as part of a team of problem solvers with extensive consulting and industry experience, helping our clients solve their complex business issues from strategy to execution. Specific responsibilities include but are not limited to:
• Proactively assist in the management of a portfolio of clients, while reporting to Senior Managers and above.
• Be involved in the financial metrics.
• Be actively involved in business development activities to help identify and research opportunities on new/existing clients.
• Contribute to the development of your own and team’s technical acumen.
• Use data and insights to inform conclusions and support decision-making.
• Adherence to SLAs, experience in incident management, change management and problem management.
• Develop new skills and strategies to solve complex technical challenges.
• Assist in the management and delivering of large projects.
• Train, coach, and supervise staff to recognize their strengths and encourage them to take ownership of their personal development.
• Act to resolve issues which prevent the team working effectively.
• Keep up to date with local and national business and economic issues.
• Continue to develop internal relationships and the PwC brand.
• Build a strong team environment that includes client interactions, workstream management, and cross-team collaboration.
• Actively engage in cross competency work and contribute to COE activities.
• Demonstrating project management skills including the ability to manage multiple projects simultaneously while being detail oriented.
Position Requirements:
Required Skills:
• 3 to 6 years of hands-on experience in Service Delivery Management
• Experience in supporting project management activities for multinational large scale SAP support projects
• Experience in performing project management activities from offshore that includes/ support project initiation, cost management, communication, preparing status, quality management/ monitoring, resource management, risk management, etc.
• Experience in project management tools such as SAP Solution Management, Microsoft Project Planning, JIRA, etc.
• Basic understanding of ITIL key components such as Service value system and the four Dimensions model
• Ability to manage end-to-end Service delivery. Identify the challenges in the existing delivery, and implement policies and standard operating procedures for continuous improvement.
• Develop and implement daily operations plans to manage tickets and the SLA of the contract.
• Able to manage hiring, training, and professional growth of employees.
• Prepare reports and conduct regular reviews with respect to SLA.
• Distribute service reports Daily/ Weekly/ Monthly to key internal personnel and clients and raise any potential risks/issues.
• Monitor, Measure & Manage delivery performance against client expectations/commitments.
• Hiring and retaining the best talent via performance management.
• Training and development of resources to meet the continuous demand.
• Managing the team and driving the achievement of their agreed goals and KPIs.
• Strongly focused on quality, customer success and driven by results
• In-depth professional experience in managing teams in the support area
• In depth experience with Service Now or similar tools
• Structured approach and excellent analytical and conceptual and methodological skills
• Working in virtual teams and global environments
• Customer-centric
• Experience managing difficult client situations
• Excellent relationship management
• Analytical thinking and decision-making ability
• Experience in driving process efficiencies for both internal and external stakeholders
• Experience in account P&L management
• Good experience in team management and account building
Preferred Skills:
• PMP Certified
• Hand of experience in Tools like Service now, Solution Manager, Jira, HP4, MQC etc.
• ITIL 4 Certified
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