Job Description & Summary

About the team

At PwC, our people in information technology operations focus on managing and maintaining the technology infrastructure and systems to provide smooth operations and efficient delivery of IT services. This includes monitoring network performance, troubleshooting issues, and implementing security measures.

In service management at PwC, you will focus on overseeing and confirming the delivery of quality and timely services. You will monitor vendor compliance with contractual agreements for service quality, availability, and reliability, manage the business and delivery of services, and lead service recovery in case of major incidents.

Job description & summary

The Service Manager will be a member of the Global Hosting Services (GHS) Service Management & Compliance team and comes to the organization having experience in IT Service Management (ITSM) domains with a background in IT infrastructure and cloud services.

The role holder will report into the GHS Service Management Leader, manage a team, and work collaboratively across GHS Operations, Service Management and Compliance functions, global ITSM and other functions. 

The role holder will be responsible for Continual Service Improvement including: 

GHS adherence to PwC Technology ITSM processes 

Measurement and reporting related to ITSM processes (Incident management, Request Fulfillment, Change Management, Problem Management, etc.) and other relevant quality aspects of the service (e.g. automation success rate and performance) as a basis for continual service improvement 

Regularly conduct and document service reviews, track them for audits, and ensure follow-ups occur 

Responsible for continuous service improvement initiatives including service maturity assessments and alike 

Service reporting and periodic service reviews 

Acts as subject matter expert (SME) in the Service Management team for all ITSM related matters and drives related initiatives on behalf of the GHS. 

Responsible for Global Hosting Service (GHS) Service Level Management 

Leading a team of Service Managers, and responsible for operationalization of new and changed service offerings, lifecycle management and communications 

Requirements of the role

Bachelor's degree - Information Technology, Computer Systems, Management Information Systems 

10 years in IT and 5 years in IT Service Management   

Experience in multiple ITIL processes 

Establishing KPIs and driving continual service improvements 

General knowledge and experience in Information Technology, experience in IT infrastructure and cloud fundamentals is a plus 

Excellent communication skills, analytical ability, exercising professional skepticism, strong judgment and leadership skills, and the ability to work effectively with Leadership and team members. 

Ability to identify and communicate complex technical issues to both technical and non-technical stakeholders. 

Ability to take abstract ideas from inception to completion 

Agile, open-minded, ready to bring and implement innovative ideas 

Ability to work in a remote, geographically dispersed environment 

Efficient in self-management and independent task management 

Excellent communication, interpersonal, and presentation skills 

Demonstrated experience in leading teams and managing resources effectively 

Having experience with ServiceNow is highly beneficial 

Our Benefits and Fun

Stable, but challenging working environment providing plenty of opportunities for your continuous professional growth.

Fair salary plus annual bonus corresponding with your performance.

Paid time off 30 days, 3 well being days and 2 extra days off from the company at the end of the year.

High-end Ultrabook and iPhone with unlimited data.

The possibility to set your work schedule flexibly. We also offer part-time work from home.

Benefit program with 55.000 points that you can use for holidays, education, food vouchers, sports, health... Simply on what you enjoy.

Support for your education and development: we offer business and digital training and many other training and workshops to further develop your personal and professional skills

PwC is the largest audit team in the Czech Republic, law, tax, consulting and technology, data or forensic teams. Find out how easy it is to combine this knowledge when you're in the right place. With us, you will get the opportunity to see how business is done in large companies. We are part of an international network of companies with more than 364,000 colleagues in 151 countries. At PwC, we create an inclusive work environment where everyone can be themselves and find their place and opportunity to develop.

This year, we have successfully maintained the prestigious Equal Pay Certification, making us one of only four companies in the Czech Republic (and the only one from the Big 4) that demonstrably implements fair compensation practices regardless of gender.

Are you interested in our offer? Let us know about yourself and we will discuss more details together!​

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