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Company

PwC · 1 day ago

Managed Services - Value Realization Office - Sr. Manager

United States

Full-time

Remote

Senior Level, Lead/Staff

$104K/yr - $233K/yr

12+ years exp

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AccountingBusiness Development

No H1B

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Responsibilities

Encourage everyone to have a voice and invite opinion from all, including quieter members of the team.

Deal effectively with ambiguous and unstructured problems and situations.

Initiate open and candid coaching conversations at all levels.

Move easily between big picture thinking and managing relevant detail.

Anticipate stakeholder needs, and develop and discuss potential solutions, even before the stakeholder realises they are required.

Contribute technical knowledge in area of specialism.

Contribute to an environment where people and technology thrive together to accomplish more than they could apart.

Navigate the complexities of cross-border and/or diverse teams and engagements.

Initiate and lead open conversations with teams, clients and stakeholders to build trust.

Uphold the firm's code of ethics and business conduct.

Manage the delivery of high-quality service & support for production systems, applications, and infrastructure;

Manage end-to-end operational focus including application, infrastructure support, operational costs & productivity, utilization, quality, incident, and problem & service level management;

Diagnose and formulate remediation plan arising from critical production issues;

Provide SME technical support to second level production support team;

Engage technical manager and technical teams to provide updates in case of major incidents via bridge call and update playbook throughout the call;

Ensure that P1 and P2 incidents are being addressed by the vendor, are actively managed by the vendor, and that the vendor provides timely resolution;

Ensure outage notifications are sent by the technical manager in case of major outages;

Follow up with technical managers to get the status of the incident on regular intervals;

Develop and implement processes for collecting data from clients on their satisfaction with service delivery;

Work with internal and client teams to develop new policies or procedures to improve service delivery efficiency;

Work with Transformation Project teams to bring the operations in-line with the target state operating model;

Consolidate & re-engineer to fit the operating model and/or client strategy;

Work with stakeholders to manage escalation and risk;

Support selection of new team members and education according to agreed plan;

Monitor engagement budget, schedule, and quality;

Respond to client inquiries or complaints in a timely manner to provide customer satisfaction;

Review existing solutions, identify opportunities for continuous improvements, and perform enhancements to systems;

Collaborate and work with business and cross-functional teams to identify and implement effective solutions that automates and optimizes performance/processes;

Manage SLAs and guide the team to triage, identify and implement solutions;

Discuss customer feedback and identify solutions to problems; and,

Review customer feedback to identify trends or patterns that may require further investigation.

Qualification

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High-quality service deliveryOperational focusIncident managementTechnical supportService level managementData collection processesContinuous improvementClient relationsRisk managementBudget monitoringCustomer feedback analysisCross-functional collaboration

Required

Bachelor Degree

12 year(s) of experience

Preferred

Manage the delivery of high-quality service & support for production systems, applications, and infrastructure

Manage end-to-end operational focus including application, infrastructure support, operational costs & productivity, utilization, quality, incident, and problem & service level management

Diagnose and formulate remediation plan arising from critical production issues

Provide SME technical support to second level production support team

Engage technical manager and technical teams to provide updates in case of major incidents via bridge call and update playbook throughout the call

Ensure that P1 and P2 incidents are being addressed by the vendor, are actively managed by the vendor, and that the vendor provides timely resolution

Ensure outage notifications are sent by the technical manager in case of major outages

Follow up with technical managers to get the status of the incident on regular intervals

Develop and implement processes for collecting data from clients on their satisfaction with service delivery

Work with internal and client teams to develop new policies or procedures to improve service delivery efficiency

Work with Transformation Project teams to bring the operations in-line with the target state operating model

Consolidate & re-engineer to fit the operating model and/or client strategy

Work with stakeholders to manage escalation and risk

Support selection of new team members and education according to agreed plan

Monitor engagement budget, schedule, and quality

Respond to client inquiries or complaints in a timely manner to provide customer satisfaction

Review existing solutions, identify opportunities for continuous improvements, and perform enhancements to systems

Collaborate and work with business and cross-functional teams to identify and implement effective solutions that automates and optimizes performance/processes

Manage SLAs and guide the team to triage, identify and implement solutions

Discuss customer feedback and identify solutions to problems

Review customer feedback to identify trends or patterns that may require further investigation