Service Manager

The Application Managed Services team is a part of PwC Poland, involving 60 superheroes who react before anyone even notices a problem! Our work requires constant monitoring of the operation of applications and real-time response. We also improve existing products and introduce new functionalities, so that applications can advance in parallel with our clients’ growth. Our work is recognized worldwide – from Newfoundland to Singapore; we work in several languages. We repair, keep our fingers on the pulse, create CR, document, and sometimes teach our clients’ employees. That is why planes fly, satellites transmit a signal, publishing houses print books, and cars are delivered ahead of schedule. The better we work, the less you notice us. Plus, we simply love what we do. We deploy the most innovative Customer Experience solutions for our clients.

We are looking for:

Service Manager

Your future role:

• Manage support services and daily engagements including utilization, SLAs, demand, forecasting and other business metrics,
• Coordinate SLA creations (through interaction with the Client team),
• Oversee and guide all activities of the service team (2 and 3 line of support),
• Ensure team follows best practices and maintain service level agreements,
• Leading teams through incident, problem and change management, as well as root cause analysis,
• Continual improvement of problem & incident management processes,
• Monitor and manage Client complaints till resolution,
• Support of the sales process,
• Manage customer relationships and right communication channels.

Apply if you have:

• Minimum 3 years of experience as a Delivery Manager or Service Manager,
• Proven track record in IT Support projects in an international environment,
• Ability to see tasks through to the end and meet tight deadlines, taking responsibility for their completion and maintaining quality throughout,
• Good grasp of both the development (e.g. requirements definition, testing) and IT support (e.g. monitoring, continuous delivery) processes,
• Confident with working in a fast-paced environment,
• Knowledge of ITIL framework,
• Strong interpersonal skills and communication skills, verbal and written to both technical and non-technical audiences that are in geographically dispersed environments,
• Ability to speak and write English fluently (minimum C1),
• Ability to develop and nurture strong relationships at all levels,
• Excellent time management and personal organizational skills.

By joining us you gain:

• Work flexibility - hybrid working model, flexible start of the day, workation, sabbatical leave,
• Development and upskilling - our full support during onboarding process, mentoring from experienced colleagues, training sessions, workshops, certification co/financed by PwC and conversations with native speaker,
• Medical and wellbeing program - medical care package, mindfulness, psychological support, education through dedicated webinars and workshops, financial and legal counseling, 
• Possibility to create your individual benefits package (a.o. lunch pass, concierge, veterinary package for a pet, massages) and access to a cafeteria - vouchers, discounts on IT equipment and car purchase, 
• 3 paid hours for volunteering per month, 
• Additional paid Birthday Day off​,
• And when you start enjoying PwC as much as we do, you may recommend your friend to work with us.

Recruitment process:

In the first step of the recruitment process, you will have the opportunity to talk to our Recruiter on a short HR screening call.