Google Service Manager
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.
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