Line of Service Advisory Industry/Sector Not Applicable Specialism IFS - Information Technology (IT) Management Level Manager Job Description & Summary Customer Support & Relationship Management Act as the regional escalation point for network-related customer issues, ensuring timely resolution and effective communication. Build and maintain strong customer relationships, understanding business needs and aligning network services with customer objectives. Lead regular service review meetings to assess performance, address concerns, and identify improvement opportunities.
Process Improvement Drive continuous improvement initiatives to enhance service quality, operational efficiency, and team productivity. Develop, maintain, and govern network operations and support SOPs, ensuring consistency and compliance. Apply industry best practices, frameworks (e.g., ITIL), and emerging technologies to optimize service delivery.
Monitoring & Reporting Produce and present KPI reports to management and customers, providing actionable insights on network performance. Oversee monitoring activities to ensure issues are proactively identified and resolved in line with SLAs. Analyze network trends and incident data to support strategic service improvement initiatives.
Compliance & Security Ensure compliance with industry regulations, standards, and data protection requirements, maintaining audit readiness. Collaborate with cybersecurity teams to strengthen network security controls and protect customer data and infrastructure. Monitor compliance and security risks, advising stakeholders on potential impacts and recommending mitigation actions aligned with organizational risk tolerance.
Key Responsibilities:
Line of Service
Advisory
Industry/Sector
Not Applicable
Specialism
IFS - Information Technology (IT)
Management Level
Manager
Job Description & Summary
Customer Support & Relationship Management
- Act as the regional escalation point for network-related customer issues, ensuring timely resolution and effective communication.
- Build and maintain strong customer relationships, understanding business needs and aligning network services with customer objectives.
- Lead regular service review meetings to assess performance, address concerns, and identify improvement opportunities.
Process Improvement
-
Drive continuous improvement initiatives to enhance service quality, operational efficiency, and team productivity.
- Develop, maintain, and govern network operations and support SOPs, ensuring consistency and compliance.
- Apply industry best practices, frameworks (e.g., ITIL), and emerging technologies to optimize service delivery.
Monitoring & Reporting
-
Produce and present KPI reports to management and customers, providing actionable insights on network performance.
- Oversee monitoring activities to ensure issues are proactively identified and resolved in line with SLAs.
- Analyze network trends and incident data to support strategic service improvement initiatives.
Compliance & Security
- Ensure compliance with industry regulations, standards, and data protection requirements, maintaining audit readiness.
- Collaborate with cybersecurity teams to strengthen network security controls and protect customer data and infrastructure.
- Monitor compliance and security risks, advising stakeholders on potential impacts and recommending mitigation actions aligned with organizational risk tolerance.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, Business, or a related field.
- Minimum of [5] years of experience in IT service management, network operations, or service delivery
- Demonstrated experience managing service delivery in a multi-customer, multi-vendor, or enterprise environment.
- Working knowledge of network infrastructure sufficient to understand operational impacts and communicate effectively with technical teams and customers.
- Awareness of cybersecurity principles, data protection regulations, and compliance frameworks relevant to network services.
- Strong expertise in IT Service Management industry-leading practices (ITIL v4), including incident, problem, change, and service level management.
- Proven experience defining and managing service level agreements (SLAs), operational level agreements (OLAs), and key performance indicators (KPIs).
- Track record of driving continuous service improvement (CSI) through data analysis, customer feedback, and process optimization.
- Experience developing service performance dashboards and executive-level reports that inform decision-making.
- Experience managing executive-level customer relationships, conducting service reviews, and translating technical performance into business value.
- Proficiency in requirements gathering, project management, and documentation within a service delivery context.
- Demonstrated success delivering projects and tasks on-time and as promised.
- Excellent interpersonal and communication skills, with a strong focus on customer service and stakeholder engagement.
- Ability to manage multiple priorities and perform effectively under pressure in a fast-paced environment.
- Strong analytical and problem-solving skills, with a data-driven approach to decision-making.
- Relevant certifications such as ITIL v4 (Foundation or higher), PMP, or Certified Service Manager (CSM) are highly desirable; technical networking certifications (e.g., CCNA, CISSP) are a plus but not required.
Working Conditions: This is a full-time position, with occasional requirements for after-hours work during emergencies or scheduled maintenance.
All qualified applicants will be considered for employment at PwC without regard to race; creed; color; religion; national origin; age; disability; neurodiversity; sexual orientation; gender identity or expression; marital status; or any other condition protected by law. PwC is proud to be an inclusive organization and an equal opportunity employer.
- Understanding the importance of proper information management.- Knowledge of information security and data protection.- Proper information security management.
Education (if blank, degree and/or field of study not specified)
Degrees/Field of Study required:
Degrees/Field of Study preferred:
Certifications (if blank, certifications not specified)
Required Skills
Optional Skills
Accepting Feedback, Accepting Feedback, Active Listening, Analytical Thinking, Coaching and Feedback, Communication, Computer Engineering, Computer Program Installation, Computer Programming, Computer Technical Support, Creativity, Embracing Change, Emotional Regulation, Empathy, Enterprise Architecture (EA), Incident Management and Resolution (IMR), Inclusion, Information and Communications Technology (ICT), Intellectual Curiosity, IT Infrastructure Upgrades, IT Operations, IT Operations Management, IT Project Lifecycle, IT Support, IT Troubleshooting {+ 16 more}
Desired Languages (If blank, desired languages not specified)
Travel Requirements
Not Specified
Available for Work Visa Sponsorship?
No
Government Clearance Required?
No
Job Posting End Date
Eligibility / Qualification Required:
- Qualifications: Bachelor's degree in Computer Science, Information Technology, Business, or a related field.
- Minimum of 5 years of experience in IT service management, network operations, or service delivery.
- Demonstrated experience managing service delivery in a multi-customer, multi-vendor, or enterprise environment.
- Working knowledge of network infrastructure sufficient to understand operational impacts and communicate effectively with technical teams and customers.
- Awareness of cybersecurity principles, data protection regulations, and compliance frameworks relevant to network services.
- Strong expertise in IT Service Management industry-leading practices (ITIL v4), including incident, problem, change, and service level management.
- Proven experience defining and managing service level agreements (SLAs), operational level agreements (OLAs), and key performance indicators (KPIs).
- Track record of driving continuous service improvement (CSI) through data analysis, customer feedback, and process optimization.
- Experience developing service performance dashboards and executive-level reports that inform decision-making.
- Experience managing executive-level customer relationships, conducting service reviews, and translating technical performance into business value.
- Proficiency in requirements gathering, project management, and documentation within a service delivery context.
- Demonstrated success delivering projects and tasks on-time and as promised.
- Excellent interpersonal and communication skills, with a strong focus on customer service and stakeholder engagement.
- Ability to manage multiple priorities and perform effectively under pressure in a fast-paced environment.
- Strong analytical and problem-solving skills, with a data-driven approach to decision-making.
- Relevant certifications such as ITIL v4 (Foundation or higher), PMP, or Certified Service Manager (CSM) are highly desirable; technical networking certifications (e.g., CCNA, CISSP) are a plus but not required.
- Required Skills: Accepting Feedback, Active Listening, Analytical Thinking, Coaching and Feedback, Communication, Computer Engineering, Computer Program Installation, Computer Programming, Computer Technical Support, Creativity, Embracing Change, Emotional Regulation, Empathy, Enterprise Architecture (EA), Incident Management and Resolution (IMR), Inclusion, Information and Communications Technology (ICT), Intellectual Curiosity, IT Infrastructure Upgrades, IT Operations, IT Operations Management, IT Project Lifecycle, IT Support, IT Troubleshooting, {+ 16 more}
- Other Qualifications: Understanding the importance of proper information management. Knowledge of information security and data protection. Proper information security management.
General Conditions:
- Working Conditions: This is a full-time position, with occasional requirements for after- hours work during emergencies or scheduled maintenance.
- All qualified applicants will be considered for employment at PwC without regard to race; creed; color; religion; national origin; age; disability; neurodiversity; sexual orientation; gender identity or expression; marital status; or any other condition protected by law.
- PwC is proud to be an inclusive organization and an an equal opportunity employer.
How to Apply:
Application instructions are not provided in the job description.
View Official Posting & Apply