Line of Service

Advisory

Industry/Sector

FS X-Sector

Specialism

Operations

Management Level

Manager

Job Description & Summary

At PwC, our people in data and analytics engineering focus on leveraging advanced technologies and techniques to design and develop robust data solutions for clients. They play a crucial role in transforming raw data into actionable insights, enabling informed decision-making and driving business growth.

Those in intelligent automation at PwC will focus on conducting process mining, designing next generation small- and large-scale automation solutions, and implementing intelligent process automation, robotic process automation and digital workflow solutions to help clients achieve operational efficiencies and reduce costs.

Why PWC

At PwC, you will be part of a vibrant community of solvers that leads with trust and creates distinctive outcomes for our clients and communities. This purpose-led and values-driven work, powered by technology in an environment that drives innovation, will enable you to make a tangible impact in the real world. We reward your contributions, support your wellbeing, and offer inclusive benefits, flexibility programmes and mentorship that will help you thrive in work and life. Together, we grow, learn, care, collaborate, and create a future of infinite experiences for each other. Learn more about us.

At PwC, we believe in providing equal employment opportunities, without any discrimination on the grounds of gender, ethnic background, age, disability, marital status, sexual orientation, pregnancy, gender identity or expression, religion or other beliefs, perceived differences and status protected by law. We strive to create an environment where each one of our people can bring their true selves and contribute to their personal growth and the firm’s growth. To enable this, we have zero tolerance for any discrimination and harassment based on the above considerations.

Job Description & Summary: A career within…. 

  

Responsibilities: 

  

Service Delivery & Governance: 

Own the end-to-end service delivery for all supported platforms (RPA, WebApps, Agentic). 

Implement and drive ITIL-based governance for Incident, Problem, Change, Release, and Knowledge Management. 

Ensure SLA/OLA adherence, service stability, and high-quality delivery. 

Lead operational reviews (daily/weekly/monthly), publish performance dashboards, and proactively communicate risks. 

Maintain compliance with audit, security, and organizational policies across the managed services landscape. 

Stakeholder & Client Management: 

Serve as the primary point of contact for client leadership and business stakeholders. 

Conduct governance meetings, present service health, and drive alignment with business priorities. 

Handle escalations with structured communication and stakeholder confidence. 

Translate client expectations into actionable delivery plans, ensuring transparency and accountability throughout. 

Team Leadership & People Management: 

Lead and mentor cross-functional support teams (RPA analysts, support engineers, application specialists, AI operations). 

Manage staffing, workloads, performance reviews, career development, and capability-building initiatives. 

Foster a culture of ownership, collaboration, continuous learning, and customer-first thinking. 

Drive cross-training and knowledge-sharing to build a resilient, multi-skilled support team. 

Operational Excellence & Continuous Improvement: 

Identify service gaps, recurring issues, and operational inefficiencies; implement proactive improvements. 

Establish and refine standard operating procedures, runbooks, and knowledge repositories. 

Use automation, agentic workflows, intelligent monitoring, and process optimization to reduce manual effort. 

Track and improve KPIs such as MTTR, backlog levels, ticket leakage, availability, and system reliability. 

Transition, Planning & Delivery Oversight: 

Lead onboarding and transition of new automations, applications, or AI solutions into steady-state support. 

Work with development, cloud/infra, and QA teams to ensure smooth release and deployment cycles. 

Plan and forecast resources, budgets, and operational capacity for ongoing and future service needs. 

Risk Management & Escalations: 

Maintain risk registers and mitigation plans for critical business processes. 

Lead severity-1/critical incident war rooms, drive cross-functional collaboration, and ensure timely resolution. 

Deliver structured RCA documents and preventive action plans to stakeholders. 

Ensure proactive monitoring, alerting, and incident prevention mechanisms are in place and continuously improved. 

Required Qualifications: 

Minimum 12+ years of experience in IT operations, production support, or managed services. 

Strong background in managing distributed teams supporting RPA, web applications, and/or AI/agentic solutions. 

Proven experience in service governance, incident management, and SLA-driven delivery models. 

Strong stakeholder management with the ability to manage executive-level conversations. 

Deep understanding of ITIL processes and operational frameworks. 

Ability to lead teams, manage escalations, and handle high-impact situations with composure. 

Preferred Qualifications: 

ITIL v4 certification (highly preferred) 

Experience managing support for UiPath / Automation Anywhere / Blue Prism 

Exposure to AI agent frameworks, LLM-powered solutions, or AI Ops 

Familiarity with ITSM tools (ServiceNow, Jira Service Management) 

Basic understanding of WebApp architectures and cloud support (Azure/AWS) 

Key Competencies: 

Strong leadership and people management 

Excellent communication and stakeholder engagement skills 

Governance, planning, and service delivery mindset 

Analytical and problem-solving abilities 

Ability to work under pressure and manage crisis situations 

Continuous improvement and operational excellence focus 

Additional Information: 

This role requires flexibility to handle critical incidents outside business hours on exceptional occasions. 

Strong consulting-style communication, client-facing capability is expected and role is delivery and governance driven. 

 

Mandatory skill sets: 

  

Managed Services Lead 

 

Preferred skill sets: 

  

Managed Services Lead 

 

Years of experience required: 

  

8 to 13 

Education qualification: 

  

Btech/MBA/MCA 

 

Education (if blank, degree and/or field of study not specified)

Degrees/Field of Study required: MBA (Master of Business Administration), Bachelor of Engineering

Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills

Web Applications

Optional Skills

Accepting Feedback, Accepting Feedback, Active Listening, Agile Methodology, Analytical Thinking, Automation Algorithms, Automation Engineering, Automation Framework Design and Development, Automation Programming, Automation Solutions, Automation Studio, Automation System Efficiency, Blue Prism, Business Analysis, Business Performance Management, Business Process Analysis, Business Process Automation (BPA), Business Transformation, Business Value Optimization, C++ Programming Language, Coaching and Feedback, Cognitive Automation, Communication, Conducting Discovery, Configuration Management (CM) {+ 41 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