IT Service Management Analyst - Manager
Core
IT Service Management role ensuring continuity, quality, and improvement of global technology services, acting as a nexus between clients, support teams, delivery teams, and providers.
Role type
Manager, IT Service Management
Builds
Corporate SaaS solutions (Docusign, Qualtrics, Customer Hub, DPE, Adobe Analytics, OneTrust)
Domain
IT Operations / Service Delivery
Required skills
IT Service Management, ITIL framework, Incident Management, Problem Management, Change Management, Stakeholder coordination, SaaS operations
Preferred skills
Advanced English, Information security knowledge (via careerplan.io/jobs/766495WD-it-service-management-analyst-manager-at-pwc)
Technologies
Docusign, Qualtrics, Customer Hub, DPE, Adobe Analytics, OneTrust
Responsibilities
Serve as primary contact for stakeholders and users; coordinate incident, escalation, and problem management; ensure service continuity and quality; manage and monitor SLAs and service metrics; coordinate work between L2, L3, Delivery, and external providers; participate in service reviews and improvement plans; facilitate operational preparation for new releases and changes; manage Change Management processes and governance; facilitate knowledge transfer and service documentation; maintain visibility on platform roadmaps and updates.
