At PwC, our people in managed services focus on a variety of outsourced solutions and support clients across numerous functions. These individuals help organisations streamline their operations, reduce costs, and improve efficiency by managing key processes and functions on their behalf. They are skilled in project management, technology, and process optimization to deliver high-quality services to clients.
As a managed service delivery generalist at PwC, you will execute outsourced processes, such as client and customer interaction; data review, enrichment and processing; implementing and monitoring quality controls; and resolving escalations and queries.
PwC is looking for an Operations Management professional to join their team and act as a first point of contact for IT service requests and incidents. The role focuses on operational support, user assistance, and coordination with internal teams to ensure service continuity and quality delivery.
This role provides day-to-day IT operational support across enterprise systems. You will manage incidents and service requests, perform initial troubleshooting, support user access and navigation, and ensure issues are resolved or escalated in line with ITSM processes. You will also support documentation, testing, and change or release activities when required.
The Operations Management team is part of PwC's Managed Service Delivery Tower, responsible for ensuring a reliable, efficient, and user-focused service experience across all supported systems. Their focus is on responsiveness, clear communication, and continuous service improvement.

Eligibility / Qualification Required:

Skills and Experience Required:

• Experience in an IT service desk, operations, or IT support role.
• Good understanding of ITSM processes (Incident, Request, Change, Problem).
• Strong communication, coordination, and problem-solving skills.
• Customer-focused mindset with strong attention to detail.
• Experience with ticketing tools such as ServiceNow is an advantage.

Key Responsibilities:

• Act as first-line support for IT-related queries, incidents, and service requests.
• Log, categorize, prioritize, and manage tickets through the service management tool.
• Perform initial analysis and troubleshooting, escalating issues where necessary.
• Support user access requests and basic system navigation issues.
• Collaborate with internal IT and service teams to ensure timely resolution.
• Maintain and update support documentation, knowledge articles, and user guidance.
• Support system changes, testing, or rollout activities as needed.

Education & Certifications:

• Degrees/Field of Study required: Not specified.
• Degrees/Field of Study preferred: Not specified.
• Certifications: Not specified.

Additional Requirements:

• Required Skills: Accepting Feedback, Active Listening, Business Process Outsourcing, Claims Performance Management, Communication, Complaint Management, Compliance Auditing, Compliance Review, Contract Review, Corrective Actions, Customer Data Management (CDM), Customer Due Diligence, Customer Handling, Data Entry, Data Quality, Data Quality Assessment, Delivery Excellence, Emotional Regulation, Empathy, Inclusion, Intellectual Curiosity, Legal Document Review, Managed Services, Optimism (+ 15 more skills).
• Desired Languages: Not specified.
• Travel Requirements: Not specified.
• Work Visa Sponsorship: Not available.
• Government Clearance: Not required.

General Conditions:

General conditions are not specified in the job description.

How to Apply:

Application instructions are not provided in the job description.
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