Service Management Office Analyst

PWC · 6 days ago
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OperateBe it support with regulation, risk or compliance, Operate delivers. Human-led and tech-powered, it is the backbone of PwC’s unique approach to operational delivery - Execution Managed Services. Harnessing the power of tech and data, we work with some of the most recognisable organisations worldwide, wherever they need us to be. We deliver sustained outcomes through our managed solutions, as well as transforming and running complex operational processes that often create challenges or hinder client progress. Underpinning all of this is our commitment to ensuring our people are equipped with tomorrow's skills to drive success for our clients today.About the team Operate Digital is the central function that creates and runs technology. We also transform the way our clients use technology in delivering assets to our clients across a wide range of business processes. Working with industry leading, alliance partners across architecture, development, and multiple other technologies, we interact with all technology platforms and provide tangible technology delivery at scale.Essential skills and ExperienceExperience of working in an IT Service Operations environment (preferably with Global delivery teams)Experience of delivering in an ITIL environment (ideally ITIL V4 certified) and an appreciation of Agile methodologies and principles (Agile, Lean & DevOps) Knowledge of IT Service Management tools, specifically ServiceNowExperience of working for an IT Service Provider / Managed Services ProviderAbility to apply a logical and analytical approach to workGood knowledge of the MS Office and/or GSuite, in particular strong knowledge of Excel and PowerPointExcellent communication, presentation, interpersonal relationship and stakeholder management skillsCustomer focussed and passionate about delivering exceptional serviceResponsibilitiesWe are looking for an Analyst to join the governance and assurance function of our Service Management Office (SMO) within our rapidly expanding and growing Application Management Services (AMS) team. The Service Management Office is a centre of excellence chartered to improve the quality, effectiveness and efficiency of delivering our ITSM services to external and internal customers. The ideal candidate will have the ability to engage not just on the how, but also on the why with the courage to challenge. Your responsibilities will include:Proactively managing ITSM processes (Incident Management, Major Incident Management, Problem Management, Change Management, Release Management) ensuring adherence and momentumDriving continual service improvement to maintain and improve the effectiveness of each core ITSM processGenerating key KPI metrics and providing analysis, insight and opportunities for improvement to senior management/stakeholdersPreparing formal monthly Service Reports for each client including key performance metrics and trending dataProviding day-to-day governance and support to UK and Global delivery teams, identifying risks and issues, to ensure quality and service improvementSupporting the senior management team with ad-hoc requirementsNot the role for you?Did you know PwC offers flexible career arrangements and contract work? Learn more.The skills we look forIn addition to our global framework, the PwC Professional, there are a number of key Operate behaviours you'll be evaluated against during our assessment process. You can read about these here.The Deal‘The Deal’, our firmwide Employee Value Proposition’ empowers our people to be the best they can be. Learn more.Our commitment to youWe’re committed to building a culture that empowers all of our people to thrive and feel a sense of belonging at PwC. Learn more.Automated decision makingSome elements of our application process may utilise automated decision making. This will be based on responses on your application form or from your assessment test results. For more information please see our privacy statement.
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