Job description

Google Service Manager

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Line of service
Internal Firm Services
Manager/Senior Professional
Technology - all specialisms
Technology and digital
Position type
Full Time
Job ID

Job description

Exciting opportunities await you as a member of PwC's Global IT team. Our team of technology professionals provides internal technology services and solutions that transform and achieve PwC's mission of becoming the leading technology-enabled professional services network. We enable PwC to achieve its goals by driving innovation, enhancing digital capabilities and integrating technologies to create competitive business advantages for PwC and our clients.

Within Global IT, we have exciting opportunities at all experience levels in our domains to deliver world-class IT solutions across a diverse range of portfolios and business areas.

Summary Description:

Governs, monitors, and shapes IT production services for a specific Line of Service as well as cross LOS applications hosted within the Data Center. The key responsibility of the role is to deliver satisfaction to sponsors, stakeholders or users through active management of an application or environment. Primary responsibilities include customer relationship management, problem management, management of small efforts and operational requests, financial management and facilitation of miscellaneous IT-driven requests. Follows Information Technology Infrastructure Library (ITIL) principals to deliver quality service to application sponsors, stakeholders and users, by acting as a primary point of contact for the production application or environment.

Strategic & Technical Orientation:

Has a deep knowledge of the business needs of assigned LOS sponsors. Has a deep knowledge of the technical environment for the services being offered. Has a broad knowledge of all technology needs as well as service offerings and the Firm's business. Responsible for the service management of all LOS-sponsored applications as well as some cross LOS and enterprise applications such as portal, myKcurve and VPN.

Range of Impact:

Resolves complex problems to address service issues or address service demands of assigned sponsor. Exercises independent judgment to escalate issues for resolution and meet service level agreements. Influences the operations and improvements to services for respective sponsors and stakeholders. Monitors cost recovery for the services managed. Manages relationships with key customer contacts and serves as a point of escalation for critical issues.

Scope of responsibility:

Is responsible for quality and consistent service delivery of managed IT services for key sponsors. Manages customer relationships, and provides a periodic review of committed service levels and assurance of the delivery of those service levels. Facilitates the financial management of the infrastructure components of the environment; plans and participates in activities surrounding maintenance, refresh, and upgrades of systems providing service managed services. Participates in project work impacting managed services as needed.

Service Management Responsibilities:
  • Manages customer relationships

  • Conducts periodic reviews of committed service levels and assurance of the delivery of those service levels

  • Monitors financial management of the infrastructure components of the environment

  • Applies appropriate processes such as following of change management procedures for the environment

  • Monitors and performs incident and problem tracking and management

  • Maintains architectural diagrams and appropriate configuration documentation

  • Performs regular application audits to ensure appropriate monitoring configurations and SOPs

  • Contributes to and/or facilitates security reviews, release management and capacity planning

  • Contributes to and/or facilitates infrastructure change scheduling as it relates to managed environments

  • Suggests and performs changes and enhancements to the Web Hosting and Service Management processes as required

Service Management Metrics:
  • Resolution of issues in acceptable periods of time

  • Effective financial recovery of assigned services

  • Availability Reports for services to meet SLAs

  • Sponsor satisfaction of services


Internal firm services

In order to deliver a first-class service to our clients, we need first-class support internally. Internal firm services is a network of specialist support professionals and includes marketing, recruitment, human capital, finance, technology, learning and development, procurement, to name but a few. Each team plays a vital role in making sure we have all the right resources, services and technology across our business.

The skills we look for in future employees

All our people need to demonstrate the skills and behaviours that support us in delivering our business strategy. This is important to the work we do for our business, and our clients. These skills and behaviours make up our global leadership framework, ‘The PwC Professional’ and are made up of five core attributes; whole leadership, technical capabilities, business acumen, global acumen and relationships.

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We work in a changing world which offers great opportunities for people with diverse backgrounds and experiences. We seek to attract and employ the best people from the widest talent pool, as well as those who reflect the diverse nature of our society. And we aim to encourage a culture where people can be themselves and be valued for their strengths. Creating value through diversity is what makes us strong as a business and as an organisation with an increasingly agile workforce, we're open to flexible working arrangements where appropriate.

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