1 day old

US IT Application Service Manager

Tampa, FL 33602
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PwC/LOS Overview
PwC is a network of firms committed to delivering quality in assurance, tax and advisory services.

We help resolve complex issues for our clients and identify opportunities. Learn more about us at www.pwc.com/us.

At PwC, we develop leaders at all levels. The distinctive leadership framework we call the PwC Professional (http://pwc.to/pwcpro) provides our people with a road map to grow their skills and build their careers. Our approach to ongoing development shapes employees into leaders, no matter the role or job title.

Are you ready to build a career in a rapidly changing world? Developing as a PwC Professional means that you will be ready
- to create and capture opportunities to advance your career and fulfill your potential. To learn more, visit us at www.pwc.com/careers.

It takes talented people to support the US firm of the largest professional services organization in the world. Not all of us work directly with external clients. Some of our best people choose to apply their talents inside PwC.

As part of Internal Firm Services, you're serving an organization on par with many of our external clients. Our Internal Firm Services team consists of first-rate marketers, human resource professionals, computer technologists, knowledge managers, accountants, financial planners, administrators and leaders. Internal Firm Services staff are the people who make it work for the people who make it work for our clients.

Job Description
Exciting opportunities await you as a member of PwC's US IT team. Our team of technology professionals provides internal technology services and solutions that transform and achieve PwC's mission of becoming the leading technology-enabled professional services network. We enable PwC to achieve its goals by driving innovation, enhancing digital capabilities and integrating technologies to create competitive business advantages for PwC and our clients.

Within US IT, we have exciting opportunities at all experience levels in our domains to deliver world-class IT solutions across a diverse range of portfolios and business areas.

The Internal Firm Services (IFS) Service Management group works across the Domain, and with service stakeholders, to deliver high quality operational services. The group provides an end-to-end proactive view of service support by applying knowledge of services and delivery methods to improve the end-to-end quality in their IT Domain. The Service management group support serves as a stakeholder escalation point assisting with the preparation of IT Operations for Project to Operations transitions for complex projects, coordination of service interruption windows, creating stakeholder communications for unplanned service interruptions, and service metric analysis.On a daily basis the service management group works across their IT Domain, with other support organizations, and with Key Stakeholders to identify support issues and trends to improve the end-to-end quality of their IT Domain.

Position/Program Requirements
Minimum Year(s) of Experience: 4

Minimum Degree Required: High School Diploma or GED

Degree Preferred: Bachelor's degree

Knowledge Preferred:

Demonstrates extensive knowledge and/or a proven record of success in the following areas:

- Executing the role of a subject matter specialist for in scope applications;

- Understanding the service offerings, including major components, workflows, dependencies, and costs;

- Collecting, analyzing, and reacting to customer satisfaction feedback;

- Participating in the resolution of major incidents and problem resolution;

- Facilitating incident escalation; and,

- Demonstrating awareness and knowledge of the business strategic priorities.

Skills Preferred:

Demonstrates extensive abilities and/or a proven record of success

in the following areas:

- Delivering quality service to application sponsors, stakeholders, and users, by proactively collecting, analyzing, and reacting to customer satisfaction feedback;

- Assessing support trends and providing recommendations to improve the customer experience for the production application and/or environment;

- Exercising independent judgment to escalate issues for resolution, maintaining accountability for problem resolution, and actively participating in resolution of major incidents;

- Performing and/or reviewing regular audits of application support providers to establish appropriate monitoring configurations, SOPs, security reviews, release management, and that capacity planning is in place for the production application and/or environment;

- Building and maintaining relationships with service providers, application owners, and other key stakeholders;

- Establishing service providers are generating and maintaining knowledge and documentation related to service offerings; and,

- Working with other Service Managers both in and across Domains to optimize services between service offerings.

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US IT Application Service Manager

Tampa, FL 33602

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Tampa, FL

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