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For Companies At a Glance
- Tasks: Lead IT Service Management processes and oversee Change Advisory Boards for successful product releases.
- Company: Join PwC, a global leader in professional services, focused on innovation and technology.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and development.
- Why this job: Be part of a purpose-driven team that values leadership and innovation in a rapidly changing world.
- Qualifications: Experience in IT Service Management and strong leadership skills are essential.
- Other info: This role offers the chance to mentor and develop future leaders in technology.
The predicted salary is between 48000 - 84000 £ per year.
Senior Manager – Change & Release Management
Job Description & Summary
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.
Those in IT support at PwC will focus on providing front-line technical assistance and troubleshooting to facilitate smooth functioning of computer systems software and hardware. Working in this area, you will be responsible for providing support to internal and external clients to address and resolve issues in a timely and efficient manner through a variety of mediums/channels. The guidance will help to resolve technical issues and maintain efficient IT operations at the L2 up to L4 support levels.
Our Information Technology Service Management (ITSM) team helps develop and drive service management processes, workflows and support tools to enable application teams to serve external clients. 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 will serve as a process owner, creating and governing ITSM policies, contributing to the requirements to develop automated deployment tools, continuously driving process and quality improvements through innovation and automation, and assisting with collaborative efforts to improve the business, in relation to change, incident and problem management. Focusing on Change and Release Management, the Senior Manager will oversee Change Advisory Boards, consider business risks and ensure large-scale product releases follow process for successful implementation.
Responsibilities:
- 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; and,
- Mentoring operations or technical team members to increase business acumen including the ability to effectively communicate.
Line of Service
Internal Firm Services
Industry/Sector
Not Applicable
Specialism
IFS – Information Technology (IT)
Management Level
Senior Manager
Job Description & Summary
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.
Those in IT support at PwC will focus on providing front-line technical assistance and troubleshooting to facilitate smooth functioning of computer systems software and hardware. Working in this area, you will be responsible for providing support to internal and external clients to address and resolve issues in a timely and efficient manner through a variety of mediums/channels. The guidance will help to resolve technical issues and maintain efficient IT operations at the L2 up to L4 support levels.
Our Information Technology Service Management (ITSM) team helps develop and drive service management processes, workflows and support tools to enable application teams to serve external clients. 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 will serve as a process owner, creating and governing ITSM policies, contributing to the requirements to develop automated deployment tools, continuously driving process and quality improvements through innovation and automation, and assisting with collaborative efforts to improve the business, in relation to change, incident and problem management. Focusing on Change and Release Management, the Senior Manager will oversee Change Advisory Boards, consider business risks and ensure large-scale product releases follow process for successful implementation.
Responsibilities:
- 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; and,
- Mentoring operations or technical team members to increase business acumen including the ability to effectively communicate.
Education:
- Information Technology, Information Systems Management, Data Science, Business, Program or Project Management
Required Skills
Optional Skills
Accepting Feedback, Accepting Feedback, Active Listening, Analytical Thinking, Coaching and Feedback, Communication, Computer Engineering, Computer Program Installation, Computer Programming, Computer Technical Support, Creativity, Embracing Change, Emotional Regulation, Empathy, Enterprise Architecture, Incident Management and Resolution (IMR), Inclusion, Influence, Information and Communications Technology (ICT), Intellectual Curiosity, IT Infrastructure Upgrades, IT Operations, IT Operations Management, IT Project Lifecycle, IT Support {+ 19 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
Seniority level
-
Seniority level
Mid-Senior level
Employment type
-
Employment type
Full-time
Job function
-
Job function
Other
-
Industries
Professional Services
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Senior Manager - Change & Release Management employer: PwC
Contact Detail:
PwC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Manager - Change & Release Management
✨Tip Number 1
Familiarise yourself with ITIL and SDLC methodologies, as these are crucial for the Senior Manager role. Being able to discuss how you've applied these frameworks in past experiences will demonstrate your expertise and alignment with PwC's expectations.
✨Tip Number 2
Network with current or former PwC employees, especially those in IT Service Management roles. They can provide valuable insights into the company culture and specific challenges faced in the position, which you can address during interviews.
✨Tip Number 3
Showcase your experience with ServiceNow and any relevant automation tools. Highlighting specific projects where you've improved processes or implemented new technologies will set you apart from other candidates.
✨Tip Number 4
Prepare to discuss your leadership style and how you've successfully managed teams in dynamic environments. PwC values purpose-led leaders, so be ready to share examples of how you've inspired and developed your team members.
We think you need these skills to ace Senior Manager - Change & Release Management
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT Service Management, particularly with ITIL and SDLC methodologies. Use specific examples that demonstrate your leadership skills and technical knowledge.
Craft a Compelling Cover Letter: In your cover letter, express your passion for change and release management. Discuss how your previous roles have prepared you for this position and how you can contribute to PwC's goals.
Showcase Your Technical Skills: Clearly outline your technical skills related to ServiceNow and IT operations. Mention any certifications or training you've completed that are relevant to the role.
Highlight Leadership Experience: Since this is a senior manager position, emphasise your experience in leading teams and managing projects. Provide examples of how you've successfully driven process improvements and mentored team members.
How to prepare for a job interview at PwC
✨Showcase Your ITIL Knowledge
Make sure to highlight your understanding of IT Service Management best practices, particularly ITIL. Be prepared to discuss how you've applied these principles in previous roles, especially in Change and Release Management.
✨Demonstrate Leadership Experience
As a Senior Manager, you'll need to lead teams effectively. Share specific examples of how you've managed teams in a fast-paced environment, focusing on performance management and coaching for development.
✨Familiarise Yourself with ServiceNow
Since the role involves coordinating with ServiceNow, brush up on your knowledge of this platform. Be ready to discuss any experience you have with its implementation or process ownership.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills in real-world scenarios. Think about past challenges you've faced in IT operations and how you resolved them, particularly in relation to change and incident management.
