ITSM - SMO Lead, Senior Manager

Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:

• Craft and convey clear, impactful and engaging messages that tell a holistic story.
• Apply systems thinking to identify underlying problems and/or opportunities.
• Validate outcomes with clients, share alternative perspectives, and act on client feedback.
• Direct the team through complexity, demonstrating composure through ambiguous, challenging and uncertain situations.
• Deepen and evolve your expertise with a focus on staying relevant.
• Initiate open and honest coaching conversations at all levels.
• Make difficult decisions and take action to resolve issues hindering team effectiveness.
• Model and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance), the Firm's code of conduct, and independence requirements.

The Opportunity

As part of the Operations Consulting team you will oversee IT service delivery, maintaining alignment with business needs and driving continuous service improvements. As a Senior Manager, you will lead large projects and innovate processes, focusing on achieving results and maintaining operational excellence while interacting with clients at a significant level to drive overall project success. This is an exciting opportunity to leverage your knowledge in IT Service Management and the ITIL framework to enhance service quality and effectiveness, while developing teams that contribute to the success of our firm.

Responsibilities

- Drive continuous improvements in service quality and effectiveness

- Engage with clients to foster meaningful relationships and project success

- Implement strategies that promote operational excellence

- Analyze service delivery metrics to identify areas for improvement

What You Must Have

- Bachelor's Degree

- At least 10 years of experience in IT Service Management

What Sets You Apart

- Master's Degree preferred

- ITIL v3 / ITIL 4 certification

- Excelling in IT service delivery and alignment

- Managing IT service continuity and disaster recovery

- Driving continuous service improvement initiatives

- Leading incident management and response teams

- Working with cross-functional teams for problem resolution

- Overseeing change management processes for minimal disruption

- Experience managing multi-vendor service delivery models

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.

As PwC is an equal opportunity employer, all qualified applicants will receive consideration for employment at PwC without regard to race; color; religion; national origin; sex (including pregnancy, sexual orientation, and gender identity); age; disability; genetic information (including family medical history); veteran, marital, or citizenship status; or, any other status protected by law.

For only those qualified applicants that are impacted by the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles' Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, San Diego County Fair Chance Ordinance, and the California Fair Chance Act, where applicable, arrest or conviction records will be considered for Employment in accordance with these laws. At PwC, we recognize that conviction records may have a direct, adverse, and negative relationship to responsibilities such as accessing sensitive company or customer information, handling proprietary assets, or collaborating closely with team members. We evaluate these factors thoughtfully to establish a secure and trusted workplace for all.

Applications will be accepted until the position is filled or the posting is removed, unless otherwise set forth on the following webpage. Please visit this link for information about anticipated application deadlines: https://pwc.to/us-application-deadlines

The salary range for this position is: $124,000 - $280,000. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws. All hired individuals are eligible for an annual discretionary bonus. PwC offers a wide range of benefits, including medical, dental, vision, 401k, holiday pay, vacation, personal and family sick leave, and more. To view our benefits at a glance, please visit the following link: https://pwc.to/benefits-at-a-glance

Client-provided location(s): Atlanta, GA, Houston, TX, Boston, MA, Seattle, WA, San Diego, CA, San Francisco, CA, Philadelphia, PA, New York, NY, Portland, OR, Cleveland, OH, Charlotte, NC, Washington, DC, Los Angeles, CA, Denver, CO, Chicago, IL, Cincinnati, OH, Florham Park, NJ

Job ID: PricewaterhouseCoopers-91305290080

Employment Type: OTHER

Posted: 2026-02-03T19:49:11