Senior Manager - Change & Release Management

At PwC, our people in information technology operations focus on managing and maintaining the technology infrastructure and systems to provide smooth operations and efficient delivery of IT services. This includes monitoring network performance, troubleshooting issues, and implementing security measures.

Requirements

• Demonstrates intimate abilities and/or a proven record of success as a team leader:
• Understanding and in depth knowledge of IT Service Management industry leading practices (ITIL), and SDLC Methodology;
• Coordinating and/or playing a key role in ServiceNow product support, implementation, or process ownership;
• Maintaining continuity of technical knowledge that is significant to the successful operation of a particular business area;
• Aligning with product support including knowledge sharing and maturation of product support model
• Possessing experience with business change and community champion programs involving the ServiceNow platform;
• Maintaining knowledge of product enhancements, vendor road maps, and product user community discussions;
• Supporting stakeholders and customers through product releases and platform upgrades;
• Performing data analysis to build actions plans toward IT Service Management adoption aligned to PwC Technology strategy;
• Maintaining and improving stakeholder communication channels (Sharepoint, distribution groups, etc);
• Coordinating and collaborating with a diverse global team to achieve outcomes;
• Coordinating or supporting product updates and changes to the platform;
• Supporting the creation and maintenance of product roadmaps;
• Communicating and presenting business and technical information cogently to a wide variety of audiences;
• Operating with independent authority and good judgment to resolve technical issues that pertain to the business applications under their area of responsibility;
• Leading teams in a rapidly changing environment including performance management, coaching for development, and resource assignment;
• Mentoring operations or technical team members to increase business acumen including the ability to effectively communicate.