IFS - IT Programme Leader / ITSM, Service Desk & Field Services
The IT Programme Leaders are directly responsible for the successful delivery of IT global programs in accordance with Global IT processes and governance to scope, quality, budgetary and time targets. Supports the Business Programme Leaders in the formulation of strategic roadmaps and the management of the solution lifecycle with a team of Solution Architects Business Analysts and Development resources.
In close collaboration with the CTO, Transformation Leaders, Solutions teams and key Business stakeholders design, establish & build Client Service Strategies aligned to the “One Infrastructure Mission.
Reinvent PwC Client Support model. Leverage external Thought Leaders to innovate in association with internal stakeholders. Define and implement new Customer facing Client Service processes and deliver; profiled use cases. Advise Client teams on technology issues and execute the strategy.
Identify opportunities and make proactive proposals for short and long term outcomes.
Provide direction in regards to Client processes and tools to help drive simplification and customer focus.
Implement company-wide consistent, recognized VOC measures in a multi-tooling approach (global survey, local regional plans etc.). In partnership with PwC I.T, business support teams, develop and run appropriate governance processes to track & monitor improvement plans to address negative VOC feedback. Drive Customer satisfaction to new targets, along VOC outputs.
Build “cultural shift plan”, to drive new mindset (Customer focus, everything with a roadmap and a product approach) along internal and external teams. Plan will include Development coaching, training recommendations (technical and soft skills).
Drive PwC territory integration from Client/EUSS perspective, leverage innovation and opportunities from this.
Act as the central Client Services team to maintain the inventory of all innovation activities in partnership with the PwC I.T. teams establish appropriate governance mechanism to ensure all improvement & innovation activities are aligned to strategic direction. Drive consistent transformation projects/programs deployment across all regions/business, working with transformation and operations teams.
Leveraging existing infrastructure, define and implement global Client Service metrics that focus on driving high customer experience and complement the existing contractual performance scorecards.
Extensive business knowledge and operational management experience Extensive understanding of Line of Service business model and the underlying suite of global applications. Working knowledge and practical experience in delivering global solutions. Responsible for preparing and presenting IT business proposals needed to support the achievement of Global Line of Service strategy through technology in order to maximize value for the business.
Proven success as a leader of high performance teams.
Demonstrate productivity, initiative, professionalism, customer service attitude, attention to detail and quality, ability to multitask, team focus, strong interpersonal skills, strong verbal and written communication skills and adherence to firm and US IT standard operating procedures.
Demonstrate competency in relationship management, stakeholder management, change management, and influencing without authority Ability to work effectively within tight deadlines and firm schedules.
Ability to serve as a role model, exhibiting ethical behavior and educating staff on Firm policies and procedures Ability to develop and strengthen relationships outside of the functional team, focusing on understanding the needs of those who depend on the team’s services and those who deliver services on which the team depends.
Demonstrate experience with team management concepts and principles including: strong facilitation skills, diplomacy, ability to influence others, creativity, well organized, deep knowledge of technology practices and software development processes Previous experience or education in managing a large budget.
Demonstrate ability to develop financial "high level" documents on proposed technology solutions and be prepared to present to the leadership team all aspects surrounding the technology including benefits, costs, and strategic business fit Ability to provide input into the decision-making process for the broader scope of PwC IT.
Ability to define needs and makes decisions which may impact organizations Network-Wide.
Ability to work on highly visible, complex projects of varying scope