Job Description & SummaryAbout the teamPwC IT Services Limited provides shared technology services to the PwC network of member firms in a secure, legally compliant, efficient, and transparent manner.The Service Manager will be a member of the Global Hosting Services (GHS) Service Management & Compliance team and comes to the organization having experience in IT Service Management with a background in IT infrastructure and cloud services.The Global Hosting Service provides and operates highly available 24/7 IaaS and PaaS across multiple Public Cloud Service Providers (CSPs) and global on-premises hosting centers.Job description & summaryThe GHS Service Manager plays a critical role within the Global Hosting Services (GHS) Service Management team, ensuring that new cloud services and major enhancements are thoroughly prepared for operational readiness. This role bridges Product, Engineering, Operations, and global stakeholders to translate business requirements into operational models, validate technical and process readiness, and facilitate seamless service adoption into the GHS support framework.The role combines service delivery, operational readiness, data‑driven decision support, and customer consultation to ensure that new services are delivered efficiently, securely, and in alignment with PwC standards.To excel in this role, a Service Manager needs to demonstrate excellent communication abilities, and a proactive approach to problem-solving. They must also be capable of demonstrating influence outside the reach of their direct team, ensuring cohesive and efficient operations across various departments.Key ResponsibilitiesDrive end‑to‑end operationalization of new cloud products and major enhancements, ensuring they meet GHS Product Acceptance Checklist (PAC) requirements (documentation, KT, access, monitoring, support models, SLAs/SLOs)Translate stakeholder, product, and engineering requirements into actionable operational specifications, ensuring clarity across all teamsMaintain Service Level Objective (SLO) documents to clearly define customer responsibilities while ensuring the support scope remains consistent within GHSConduct risk, impact, and supportability assessments for new servicesDocument requirements and route requests to relevant GHS teams; track progress through operational readiness milestonesParticipate in daily/weekly project Scrums and regularly report the progressGHS adherence to PwC Technology ITSM processesRequirements of the roleBachelor's degree in Information Technology, Computer Systems, Management Information Systems7 years in IT and 3 years in IT Service ManagementKnowledge of cloud fundamentals, architectural principles, and concepts.General knowledge and experience in Information Technology, experience in IT infrastructure and cloud fundamentalsExcellent communication, interpersonal, and presentation skillsSAFe or Agile frameworkCloud infrastructure fundamentals (Azure, AWS, GCP)Experience in multiple ITIL processesEstablishing KPIs and driving continual service improvementsAnalytical ability, exercising professional skepticism, strong judgment and leadership skills, and the ability to work effectively with Leadership and team members.Ability to identify and communicate complex technical issues to both technical and non-technical stakeholders.Ability to take abstract ideas from inception to completionAgile, open-minded, ready to bring and implement innovative ideasAbility to work in a remote, geographically dispersed environmentEfficient in self-management and independent task managementHaving experience with ServiceNow is highly beneficialOur Benefits and FunStable, but challenging working environment providing plenty of opportunities for your continuous professional growth.Fair salary plus annual bonus corresponding with your performance.Paid time off 30 days, 3 well being days and 2 extra days off from the company at the end of the year.High-end Ultrabook and iPhone with unlimited data.The possibility to set your work schedule flexibly. We also offer part-time work from home.Benefit program with 55.000 points that you can use for holidays, education, food vouchers, sports, health... Simply on what you enjoy.Support for your education and development: we offer business and digital training and many other training and workshops to further develop your personal and professional skillsPwC is the largest audit team in the Czech Republic, law, tax, consulting and technology, data or forensic teams. Find out how easy it is to combine this knowledge when you're in the right place. With us, you will get the opportunity to see how business is done in large companies. We are part of an international network of companies with more than 364,000 colleagues in 151 countries. At PwC, we create an inclusive work environment where everyone can be themselves and find their place and opportunity to develop.This year, we have successfully maintained the prestigious Equal Pay Certification, making us one of only four companies in the Czech Republic (and the only one from the Big 4) that demonstrably implements fair compensation practices regardless of gender.Are you interested in our offer? Let us know about yourself and we will discuss more details together!/#LI-PN1
