Senior Manager – IT Service Management (ITSM) – Advisory

About the role

PwC is seeking a Senior Manager to lead its IT Service Management (ITSM) practice within the CEDA Central Advisory team in Bangalore. The role focuses on delivering ITSM operations that meet GCC region compliance, standards and business requirements while aligning technology initiatives with client objectives.

Key responsibilities

• Lead and manage ITSM operations for the GCC market, ensuring compliance with regional standards.
• Develop, implement and continuously improve ITSM processes based on ITIL best practices and tailored to GCC needs.
• Collaborate with Service Delivery, Incident, Change and Problem Management teams to ensure seamless service delivery.
• Define and monitor GCC‑specific Service Level Agreements (SLAs), Key Performance Indicators (KPIs) and operational metrics.
• Provide strategic guidance on technology investments and initiatives to drive business growth.

Required profile

• Proven experience at senior manager level in IT Service Management.
• Strong knowledge of ITIL frameworks and ability to adapt them to regional contexts.
• Demonstrated capability to work with cross‑functional teams and manage stakeholder expectations.
• Excellent analytical and communication skills.

Required skills

• ITIL

What we offer

• Opportunity to work in a global professional services firm with a focus on technology strategy.
• Inclusive benefits, flexible work arrangements and mentorship programs.
• Collaborative environment that encourages innovation and career growth.