ITSM Service Design Manager at PricewaterhouseCoopers (PwC)

As a Manager, you’ll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. PwC Professional skills and responsibilities for this management level include but are not limited to:

•  Pursue opportunities to develop existing and new skills outside of your comfort zone.
•  Act to resolve issues which prevent effective team working, even during times of change and uncertainty.
•  Coach others and encourage them to take ownership of their development.
•  Analyse complex ideas or proposals and build a range of meaningful recommendations.
•  Use multiple sources of information including broader stakeholder views to develop solutions and recommendations.
•  Address substandard work or work that does not meet firm’s/client’s expectations.
•  Develop a perspective on key global trends, including globalisation, and how they impact the firm and our clients.
•  Manage a variety of viewpoints to build consensus and create positive outcomes for all parties
•  Focus on building trusted relationships.
•  Uphold the firm’s code of ethics and business conduct.

The IT Service Management (ITSM) Process Manager manages the analysis, planning, organizing and implementation of ITIL related processes; works with internal and LoS stakeholders in integrating ITSM methods and practices throughout the organisation; researches and promotes best practices regarding process and reports the progress and impact of efforts to leadership.

•  Provides day to day operational support for one or more processes within the ITIL lifecycle
•  Will oversee process discipline and continuous improvement across the ITSM function
•  Work within a wider ITSM team to implement process improvements in an effective manner
•  Provide guidance and coaching to staff across Africa to onboard staff onto ITSM related activities
•  Make timely decisions based on operational performance and benchmark data to ensure objectives are consistently achieved
•  Understand and maintain policy, procedures, and metrics associated with ITSM related processes
•  Run related process forums with stakeholders both internal and external to OneTechnology
•  Report the progress and impact of both operational and improvement efforts to leadership.
•  IT Degree or Similar – Required
•  ITIL Intermediate qualification
•  Min 5 years IT Experience, of which 3 years in a ITSM management related role
•  Preferred 2 years of experience on the ServiceNow platform
•  Show leadership qualities and perform the role of process manager within area of responsibility
•  Must be considered a Subject Matter Expert in his field
•  Perform coaching and development function for other members within team
•  Solve complex problems with effective decision making
•  Proactive, resilient and enthusiastic
•  Ability to handle pressure situations
•  Must have good people skills and possess ability for strategic and critical thinking
•  Effective report writing and ability to gather relevant information to supplement reports and statistical documentation.
•  High level of patience and professionalism
•  Teamwork and good communication skills