Google Service Manager
About the team
PWC IT is responsible for the success of our central technology efforts in our federated business model.
The Google Apps Super Administrator Team is responsible for supporting the Google Apps for Work cloud service, with strategic planning, controlling, maintenance and monitoring of the services across PwC globally and is coordinated with other Google Apps administrators. The Google Apps Super Administrator Team guides overall process efficiency, quality and service levels to customers are maintained at an optimal level, in a cost effective manner and aligned to the target PwC IT Enterprise Architecture design.
About the role
This role is to lead the function of IT Service Management within their assigned group. Managing the delivery of services and financial cost recovery for specific business sponsors.
Primary responsibilities include customer relationship management, problem management, vendor management and financial management of the service they represent; and
Guide the team leveraging Information Technology Infrastructure Library (ITIL) principles to deliver quality service to application sponsors, stakeholders and users.
Develop a broad knowledge of all infrastructure technology that supports the firm’s IT services. Be responsible for the service management of all applications within this area.
Strong knowledge of enterprise services such as VPN and identity management.
Contribute to the establishment of new service offerings as well as the packaging and financial chargeback models.
Translate the business vision to deliver solutions for specific sponsor needs that are not fulfilled within general IT services.
Coordinate relationship management of key customer contacts and serves as a point of escalation for critical issues.
Scope of responsibility:
Responsible for quality and consistent delivery of managed applications.
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; plans and participates in activities surrounding upgrades of systems of the Environments providing services.
Responsible for cost recovery process. Participates in generation of project work as needed to improve services.
Service Management Responsibilities:
Manage customer relationships
Review committed service levels and assurance of the delivery of those service levels
Manage financial book of services of the infrastructure components of the environment
Guide the adherence of appropriate processes such as following of change management procedures for the environment
Manage incident and problem tracking and management
Oversees maintenance of appropriate configuration data.
Oversees 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
Develops suggested changes and enhancements to the service management processes as required
People and Performance Management Responsibilities:
Provide coaching and mentoring to team members
Develops team to strengthen relationships outside 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
Provides in the moment feedback to enable real time development.
Resolution of issues in acceptable periods of time
Effective management and financial recovery of assigned services
Availability Reports for services to meet SLAs
Sponsor satisfaction of services
Essential skills and experience
Demonstrates proven an proven abilities and success with managing and operating a global, highly-available SaaS service, including service configuration and deployments, license management, SLA management and reporting.
Applying relevant technical design skills in support of this administrator role, including basic programming and scripting skills, and an understanding of SMTP mail protocols.
Understanding of operations within a global network of professional services consulting firms that is a prime user of technology for promoting business advantage, emphasizing the cogent communication, facilitation, and presentation to and/or for all levels of industry audiences to support on-going interactions with globally dispersed service operations staff.
Who we’re looking for
We’re looking for someone who is:
Proven success in managerial roles involving, managing IT infrastructures and Google applications for businesses with highly complex global technical environments, preferably for a global network of professional services consulting firms, emphasizing the following areas: -
Managing and performing within the Google Apps for Work infrastructure and related services, such as the Google Cloud Platform and related functions applied to support and integrate global key business and strategic priorities
Understanding Service Level Agreements--SLAs--and the development of global dashboard reporting SLAs, usage statistics, administrator actions and other service-relevant data
Utilizing technical security operations and information security standards, such as the ISO 27001 information security standard.