Managed Services Operations Delivery Lead

Join us in shaping the future by bringing the PWC strategy to life through the integration of cutting-edge products and technology into every aspect of our delivery. At PWC, we provide our clients with top talent and advanced technology to effectively tackle their most pressing business challenges. As a member of our Products and Technology team, you’ll be at the forefront of innovation, driving growth and transforming how we meet and exceed client expectations. In this newly created role within P&T, you’ll support Managed Services Operations delivery. Our Managed Services Operations team works closely with PwC product teams to operationalize, deploy, and automate our technology products and offerings. We pride ourselves on providing white-glove support, ensuring our client support services run smoothly and meet the highest standards.

Meaningful work you’ll be part of

As a Managed Services Operations Delivery Lead , you’ll work as part of a team of problem solvers, helping to solve business issues, deliver high quality client service and operational efficiency. Responsibilities include but are not limited to:

Technology Delivery Management :

• Service Level Agreement (SLA) Compliance: Ensuring SLA compliance involves consistently meeting agreed-upon service levels and performance metrics to uphold client expectations and contractual obligations effectively, across the portfolio of Managed Services Offerings, across LOS
• Operational Uptime: Responsible for ensuring high operations uptime, minimizing downtime through proactive maintenance, and implementing robust resilience strategies to support continuous service availability, aligned to client contracted SLA’s and SLO’s
• Incident Management: Responsible for overseeing IT incident management processes, ensuring swift resolution and minimal impact on business operation
• Operational Costs: Responsible for managing operational costs associated with IT delivery, optimizing expenditures to align with budgetary constraints and business objectives
• Process Improvement: Number of implemented process improvements

Program Management :

• Drive the strategic planning and execution of programs, ensuring alignment with organizational goals and client expectations
• Monitor program milestones, risks, and dependencies to mitigate issues and optimize delivery timelines
• Foster collaboration across teams and stakeholders to maintain seamless communication and alignment on program objectives
• Continuously assess program performance against KPIs, implementing improvements to enhance service delivery efficiency and quality

Other Tasks and Responsibilities as assigned :

• Assist with special projects for the department as required

Experiences and skills you’ll use to solve

• A bachelor’s degree in either I nformation T echnology, Computer Science, Business Administration, or a related field
• ITIL (Information Technology Infrastructure Library) or/and PMP (Project Management Professional)
• A master’s degree (MBA) or equivalent higher education in Business Management would be an advantage
• Extensive experience in IT service delivery, with increasing responsibilities in managing teams and projects
• Demonstrated experience in program management, IT operations and service delivery management within a managed services environment in Big 4 consulting or tier 1 Service Integrator company
• Proven track-record of managing client relationships, SLA compliance, and continuous improvement initiatives
• Experience in budget management, resource allocation, and performance management to ensure efficient and effective service delivery
• Technical Expertise: Strong understanding of IT infrastructure, cloud technologies and enterprise applications relevant to the managed services being delivered
• IT Service Management: Proficiency in ITIL framework practices for service strategy, design, transition, operation, and continual service improvement
• Project Management: Ability to effectively manage projects using methodologies such as Agile, Scrum, or traditional waterfall, ensuring timely delivery and stakeholder satisfaction
• Risk Management: Skills in identifying , assessing and mitigating risks associated with service delivery, ensuring proactive measures are in place to minimize impact
• Strong verbal and written communication skills to articulate complex concepts clearly, influence stakeholders and facilitate effective collaboration, with internal stakeholders and external clients

Why you’ll love PwC

We’re inspiring and empowering our people to change the world. Powered by the latest technology, you’ll be a part of diverse teams helping public and private clients build trust and deliver sustained outcomes. This meaningful work, and our continuous development environment, will take your career to the next level. We reward your impact, and support your wellbeing, through a competitive compensation package, inclusive benefits and flexibility programs that will help you thrive in work and life. Learn more about our Application Process and Total Rewards Package at: https://jobs-ca.pwc.com/ca/en/life-at-pwc

The most connected firm through activity-based working

PwC Canada is committed to cultivating an inclusive, hybrid work environment – one that is collaborative, supportive and productive. We work in-person and virtually, as is best suited for our clients, teams and people. We want you to be intentional with your work, how you do it and where it’s done. PwC offices are hubs of connectivity and learning. We strongly encourage our people to prioritise in-person work. We know that hybrid work is all about balance, and capturing the benefits of in-person work is essential to your growth at the firm. Exact expectations for your team can be discussed with your interviewer.

At PwC Canada, our most valuable asset is our people and we grow stronger as we learn from one another. We’re committed to creating an equitable and inclusive community of solvers where everyone feels that they truly belong. We understand that experience comes in many forms and building trust in society and solving important problems is only possible if we reflect the mosaic of the society we live in.
We’re committed to providing accommodations throughout the application, interview, and employment process. If you require an accommodation to be at your best, please let us know during the application process.