Delivery Lead

<br>A career in Products and Technology is an opportunity to bring PwC's strategy to life by driving products and technology into everything we deliver. Our clients expect us to bring the right people and the right technology to solve their biggest problems; Products and Technology is here to help PwC meet that challenge and accelerate the growth of our business. We have skilled technologists, data scientists, product managers and business strategists who are using technology to accelerate change. Our team has responsibility and ownership for the strategy, management and delivery of technology services that are essential to business systems and applications.<br><br><p>To really stand out and make us fit for the future in a constantly changing world, each and every one of us at PwC needs to be a purpose-led and values-driven leader at every level. To help us achieve this we have the PwC Professional; our global leadership development framework. It gives us a single set of expectations across our lines, geographies and career paths, and provides transparency on the skills we need as individuals to be successful and progress in our careers, now and in the future.</p><p></p><p>As a Manager, you&
39;ll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. PwC Professional skills and responsibilities for this management level include but are not limited to:</p><p></p><ul><li>Develop new skills outside of comfort zone.</li><li>Act to resolve issues which prevent the team working effectively.</li><li>Coach others, recognise their strengths, and encourage them to take ownership of their personal development.</li><li>Analyse complex ideas or proposals and build a range of meaningful recommendations.</li><li>Use multiple sources of information including broader stakeholder views to develop solutions and recommendations.</li><li>Address sub-standard work or work that does not meet firm&
39;s/client&
39;s expectations.</li><li>Use data and insights to inform conclusions and support decision-making.</li><li>Develop a point of view on key global trends, and how they impact clients.</li><li>Manage a variety of viewpoints to build consensus and create positive outcomes for all parties.</li><li>Simplify complex messages, highlighting and summarising key points.</li><li>Uphold the firm&
39;s code of ethics and business conduct.</li></ul><p></p><p></p><p></p><br><br><p></p><p><span>The Delivery Lead will work with the product, technical and leadership teams along with customers to accomplish a variety of tasks employing industry leading practices associated with ITIL, DevOps and Agile.  </span><br /><br /><b><u>Job Requirements and Preferences</u></b><span>:</span><br /><br /><b><u>Basic Qualifications</u></b><span>:</span><br /><br /><b>Minimum Degree Required</b><span>:</span><br /><span>Bachelor Degree</span><br /><br /><b>Additional Educational Requirements</b><span>:</span><br /><span>Bachelor&
39;s degree or in lieu of a degree, demonstrating, in addition to the minimum years of experience required for the role, three years of specialized training and/or progressively responsible work experience in technology for each missing year of college.</span><br /><br /><b>Minimum Years of Experience</b><span>:</span><br /><span>5 year(s)</span><br /><br /><b>Required Knowledge and Skills</b><span>:</span><br /><span>Demonstrates extensive abilities and/or a proven record of success in the following areas by:</span></p><ul><li>Understanding of several ITIL v4® General, Service and Technical Management Practices: Continual Improvement, Measuring and Reporting, Service Desk, Service Level Management, Incident Management, Problem Management, Service Request Management, Monitoring and Event Management, Capacity and Performance Management, Change Management, Release Management, IT Asset Management, Availability Management, Deployment Management, Infrastructure and Platform Management;</li><li>Understanding of core DevOps principles and experience with large scale DevOps Transformations with focus on: maximizing customer value, systems thinking, value streams and increasing flow, creating feedback loops, and establishing a culture of learning and experimentation;</li><li>Understanding of Agile and Kanban project methodologies and frameworks; and,</li><li>Understanding or experience of cloud technologies such as AWS or Microsoft Azure.</li></ul><p><b><u>Preferred Qualifications</u></b><span>:</span><br /><br /><b>Degree Preferred</b><span>:</span><br /><span>Master Degree</span><br /><br /><b>Preferred Knowledge/Skills</b><span>:</span><br /><span>​Demonstrates extensive abilities and/or a proven record of success as a team leader by:</span></p><ul><li>Overseeing the delivery of Technical and Support services;</li><li>Capturing performance, ensure delivery is meeting the business requirements; Monitor, report, analyze operational execution; Metrics gathering and dashboarding; Collaborate with IT teams/vendors to facilitate effective issue resolution; Identify service delivery issues and define performance improvement plans;</li><li>Creating and reporting on KPI’s associated with ITIL Practices listed above;</li><li>Coordinating with Tier 1 Support (3rd Party Vendor) for training and triage as well as identification of issues that can be resolved via 1st call resolution;</li><li>Overseeing delivery and maintenance of application KB articles (working in conjunction with L2 Support Analysts);</li><li>Configuring ServiceNow (tickets and reports) to ensure proper ticketing flow as well as metrics gathering;</li><li>Defining escalation strategies for major incidents;</li><li>Identifying and engaging all external teams that will own a support component for the application (hosting, external vendors, etc);</li><li>Maintaining and tracking application infrastructure and asset information via ServiceNow APM/CMDB tools; </li><li>Coordinating Onboarding/Training/KT for support team (L2, L3, L4); </li><li>Building for Ops Readiness: ensure operational readiness. Establish a relationship with Product Owners and reach a common understanding of support requirements and expected outcomes. Monitor Product Roadmaps to understand upcoming features and release schedules. Ensure user stories employ a Definition of Done that includes Operational and Production readiness. Enforce Non Functional Requirements Adherence: includes performance, capacity, monitoring, architecture and security criteria. Coordination with QA leader to validate adequate testing scope. CI/CD Readiness Assessment. Creation of production like environments for dev and test. Ensure se of automation in lieu of manual processes/tasks;</li><li>Implementing tools that will measure service delivery performance against stated SLOs/SLAs;</li><li>Defining, planning, forecasting staffing requirements based on needed skill sets and budget requirements; Identify, document, and assign roles and responsibilities. Monitor staff performance and identify training opportunities; </li><li>Ensuring that all activities are compliant with the Policies and Procedures (for the Firm and Client);</li><li>Setting up and maintain a risk mitigation plan (improvement, prevention and repair activities);</li><li>Ensuring that staff adhere to all terms and conditions in the contracts;</li><li>Ensuring Disaster Recovery and Data Retention plans has been created and availability posture is understood (in conjunction with build/development team); and,</li><li>Creating Operations Guides (based on existing templates).</li></ul><br>At PwC, our work model includes three ways of working: virtual, in-person, and flex (a hybrid of in-person and virtual). Visit the following link to learn more: https://pwc.to/ways-we-work.<br><br>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.<br><br>All qualified applicants will receive consideration for employment at PwC without regard to race; creed; color; religion; national origin; sex; age; disability; sexual orientation; gender identity or expression; genetic predisposition or carrier status; veteran, marital, or citizenship status; or any other status protected by law. PwC is proud to be an affirmative action and equal opportunity employer.<br><br>For positions based in San Francisco, consideration of qualified candidates with arrest and conviction records will be in a manner consistent with the San Francisco Fair Chance Ordinance.<br><br>For positions in California, Colorado, New York City, Washington State, and Westchester County (NY), please visit the following link for pay range information: https://pwc.to/payrange-v1-productstechmanager<br><br>
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