Examples of tasks you will work on as part of the team

• Develop IT Service Management (ITSM) frameworks according to best practices: Work closely with stakeholders to understand business needs, optimise or design ITIL-based processes and procedures (such as Demand, Incident, Problem, Change, Service Request, Capacity Configuration Management etc.) to improve IT service delivery and support of our Clients’ Technology (IT) Units/Divisions/Departments.
• Participate in the Design of ITSM Solutions: Collect requirements and liaise with Technical Teams to support the design, implementation or customisation of ITSM solutions. Adapt IT Service Management related processes and procedures to align with ITSM Platform’s tested good practices.
• Identify Process Improvement Opportunities: Identify opportunities to enhance ITSM processes through automation and relevant ITSM tools, improving response times and reducing manual effort.
• Provide training and support: Develop training materials and conduct training sessions for staff on ITSM/ IT Governance processes and best practices.
• Operationalize ITSM Frameworks: Assist our clients with the practical implementation of ITSM frameworks, ensuring that ITSM processes (such as Demand, Incident, Problem, and Change Management etc) are effectively integrated into day-to-day operations, supporting the transition from design to execution and ensuring teams follow ITSM framework guidelines.
• Design and maintain Reporting and Metrics: Create detailed reports and dashboards to track the performance of ITSM processes, identifying areas for improvement based on key metrics and KPIs.
• Evaluate and enhance IT structures: Assess and design Technology Operating Model(s), covering People, Governance, Processes and Technology aspects.
• Contribute to Technology Consulting business development activities: Actively participate in the development of detailed technical and financial proposals and work plans, as well as product playbooks, selling pitching decks, etc. to support our business development efforts in the areas of ITSM, IT Governance and IT Operating Model consulting services.

For Managers and above:

• Interact and engage with C-Suite stakeholders: Provide expert guidance / strategic advice to our clients’ senior stakeholders on ITSM and IT Governance aspects, aligning IT service management processes with their business goals and operational needs, ensuring long-term service improvement and value delivery. Act as a key point of contact for senior clients’ stakeholders, driving discussions on ITSM strategy, aligning expectations, and managing relationships to ensure project success and satisfaction.
• Lead the development of ITSM Frameworks: Manage and lead the development and implementation/operationalisation of ITSM Framework interacting with senior stakeholders in our client’s environment. Leverage previous experience to provide necessary guidelines during the design and implementation of ITSM practices and tools.
• Support ITSM Tool Selection and Customization: Advise our clients on the selection and customization of ITSM tools, ensuring the chosen solution meets business requirements and enhances operational capabilities.
• Lead and coordinate complex ITSM Consulting projects: Manage large-scale projects, ensuring alignment with business objectives and successful delivery of outcomes, utilizing appropriate project management methods.
• Change and transformation leadership: Drive change management and transformation initiatives, supporting clients in navigating cultural shifts and ensuring successful adoption of new ITSM processes and tools across our clients’ organization.
• Drive high-impact Technology Consulting business development activities: Develop detailed technical and financial proposals and work plans, as well as product playbooks, selling pitching decks, etc. to support our business development efforts in the areas of ITSM, IT Governance and IT Operating Model consulting services.
• Mentor and coach team members: Provide guidance and support to other senior or junior members of the team, ensuring high-quality deliverables for clients.

What we are looking for

• Experience in Energy or Banking sector is highly appreciated
• University degree in Computer Science or other relevant fields, advanced degrees (MBA, and/or other Master’s Degree) are viewed favourably.
• Relevant experience in IT Service Management/IT Governance: Demonstrated experience implementing ITSM frameworks (such as ITIL) and governance structures.
• Proven track record of executing high-impact projects across various industry practices (e.g., Financial Services, Consumer Industrial Products and Services, Public Sector & Healthcare, Energy & Utilities) from a consulting or technical implementation perspective on ITSM related projects.
• Experience with ITSM Tools such as ServiceNow, BMC Remedy, Jira or similar is highly regarded.
• Leadership and team management: Experience leading project teams and mentoring junior staff, ensuring successful project delivery and professional growth.
• Expertise in building something from scratch and seeing it through; envisioning the big picture, setting goals and developing programs from concept to execution.
• Clear and concise spoken and written communication style tailored to each specific audiences, with the ability to convey technical concepts to both technical and non-technical stakeholders.

What’s in it for you 

At PwC is all about people, encouraging high performance and quality work.

Being part of our team includes:

🕑 Hybrid working model

💸 Competitive total compensation package

🏥 Health and life insurance 

🤵 Dress for the day - wear what makes you feel comfortable and dress for your day

💻 Company mobile phone and laptop 

🌴 Extra days of annual leave

🚗 Company Car (Manager level and above)

📈 Performance bonus eligibility (Manager level and above)

🧘🏼 Wellness Initiatives like gym sessions & nutritionist

🏃🏽‍♂️ Actions Teams eligible to participate (e.g. Running, Trekking) 

📚 Career development opportunities & continuous training whilst learning from a wide range of top professionals and through tailor made training programmes

🌎 Global mobility opportunities

If you're looking for a team that values your work and solves meaningful problems, apply now!

We believe the best work is human-led and tech-powered. If you’re keen to apply and need reasonable adjustments or would like to note which pronouns you use at any point in the application or interview process, please let us know.