A career in Products and Technology is an opportunity to bring PwC's strategy to life by driving products and technology into everything we deliver. Our clients expect us to bring the right people and the right technology to solve their biggest problems; Products and Technology is here to help PwC meet that challenge and accelerate the growth of our business. We have skilled technologists, data scientists, product managers and business strategists who are using technology to accelerate change. Our team has responsibility and ownership for the strategy, management and delivery of technology services that are essential to business systems and applications.

To really stand out and make us fit for the future in a constantly changing world, each and every one of us at PwC needs to be a purpose-led and values-driven leader at every level. To help us achieve this we have the PwC Professional; our global leadership development framework. It gives us a single set of expectations across our lines, geographies and career paths, and provides transparency on the skills we need as individuals to be successful and progress in our careers, now and in the future.

As a Senior 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:

• Encourage everyone to have a voice and invite opinion from all, including quieter members of the team.
• Deal effectively with ambiguous and unstructured problems and situations.
• Initiate open and candid coaching conversations at all levels.
• Move easily between big picture thinking and managing relevant detail.
• Anticipate stakeholder needs, and develop and discuss potential solutions, even before the stakeholder realises they are required.
• Contribute technical knowledge in area of specialism.
• Contribute to an environment where people and technology thrive together to accomplish more than they could apart.
• Navigate the complexities of cross-border and/or diverse teams and engagements.
• Initiate and lead open conversations with teams, clients and stakeholders to build trust.
• Uphold the firm's code of ethics and business conduct.

The Operations Team is responsible for serving as a strategic business partner across IT and other functional units as well as the lines of service. The primary focus of this team is to identify trends in performance of qualitative and quantitative data related to IT Operations and propose innovative solutions/services to IT leadership and business stakeholders.

Job Requirements and Preferences:

Basic Qualifications:

Minimum Degree Required:
High School Diploma

Minimum Years of Experience:
6 year(s) of relevant experience in progressive roles managing IT operations quality control, process improvement, and compliance.

Preferred Qualifications:

Degree Preferred:
Bachelor Degree

Preferred Fields of Study:
Information Technology

Preferred Knowledge/Skills:

Demonstrates intimate abilities and/or a proven record of success as a team leader through changing work environment:

• Possessing ability to improve and build on delivering quality customer experience;
• Driving team goals and objectives which align with Firm and Technology strategies;
• Driving continuous process improvements to facilitate a consistent and positive internal customer technology support experience through process simplification, automation and issue elimination;
• Directing, motivating, delegating and empowering team members in the successful performance of their responsibilities;
• Managing budgets and service agreements for work delivered by vendors;
• Setting strategy for service delivery;
• Overseeing office technology business continuity plan;
• Planning and delivering team building events;
• Driving the use of analytics to identify and execute on opportunities to improve the customer experience;
• Providing regular feedback to team and service providers and ensuring improvements are implemented;
• Ensuring that the team mitigates service quality issues and that actions are taken to prevent recurrence;
• Overseeing vendor delivery of print for all offices and infrastructure support for offices without on site tech support;
• Overseeing the coordination of resources to respond to major incidents that occur in unstaffed offices;
• Setting strategy and overseeing execution of for offsite event tech support;
• Delivering strategic service improvement projects;
• Setting strategy for IT peripherals;
• Recovering relationships with customers after poor service delivery;
• Seeking out customers to ask for service delivery feedback and suggestions;
• Managing team to achieve key performance metrics;
• Building strong relationships with stakeholders;
• Encouraging innovation and knowledge sharing;
• Working with the other Sr. managers to execute our IT support strategy consistently across all offices;
• Managing and delivering projects by developing the project team, assessing project engagement risks throughout, driving conclusions, and reviewing/challenging the output produced by the team;
• Demonstrating the ability to actively participate in the human resources processes including hiring, annual performance reviews, and terminating of team;
• Collaborating with others to get complete work tasks and projects;
• Displaying an interest in innovation and commitment to continuous learning; and,
• Possessing ability to quickly grasp new technologies and sharing knowledge.

Learn more about how we work: https://pwc.to/how-we-work

PwC does not intend to hire experienced or entry level job seekers who will need, now or in the future, PwC sponsorship through the H-1B lottery, except as set forth within the following policy: https://pwc.to/H-1B-Lottery-Policy.

All qualified applicants will receive consideration for employment at PwC without regard to race; creed; color; religion; national origin; sex; age; disability; sexual orientation; gender identity or expression; genetic predisposition or carrier status; veteran, marital, or citizenship status; or any other status protected by law. PwC is proud to be an affirmative action and equal opportunity employer.

For positions in Albany (NY), California, Colorado, Nevada, New York City, Washington State, or Westchester County (NY), please visit the following link for pay range information: https://pwc.to/payrange-v1-productstechseniormanager