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PwC Digital Products - Service Delivery Lead in Seattle, Washington

Specialty/Competency: Advisory - Other

Industry/Sector: Not Applicable

Time Type: Full time

Travel Requirements: Up to 20%

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 is responsible for defining and upholding data governance plans. Efforts transform the way the firm manages and capitalizes on its data/maximizes the income potential of data which spans a variety of people, processes, policies, and technologies.

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.

As a Manager, you'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:

  • Develop new skills outside of comfort zone.

  • Act to resolve issues which prevent the team working effectively.

  • Coach others, recognise their strengths, and encourage them to take ownership of their personal development.

  • Analyse complex ideas or proposals and build a range of meaningful recommendations.

  • Use multiple sources of information including broader stakeholder views to develop solutions and recommendations.

  • Address sub-standard work or work that does not meet firm's/client's expectations.

  • Use data and insights to inform conclusions and support decision-making.

  • Develop a point of view on key global trends, and how they impact clients.

  • Manage a variety of viewpoints to build consensus and create positive outcomes for all parties.

  • Simplify complex messages, highlighting and summarising key points.

  • Uphold the firm's code of ethics and business conduct.

Job Requirements and Preferences :

Basic Qualifications :

Minimum Degree Required :

Bachelor Degree

Additional Educational Requirements :

In lieu of a Bachelor Degree, 12 years of professional experience involving technology-focused process improvements, transformations, and/or system implementations.

Minimum Years of Experience :

5 year(s)

Preferred Qualifications :

Degree Preferred :

Master Degree

Preferred Fields of Study :

Mathematics, Computer and Information Science, Computer Engineering, Management Information Systems, Business Analytics, Engineering, Operations Management/Research

Preferred Knowledge/Skills :

Demonstrates extensive abilities and/or a proven record of success in the following areas:

  • Working with across teams along with customers to accomplish a variety of tasks employing industry leading practices associated with ITIL, DevOps and Agile;

  • Displaying foundational knowledge of several ITIL v4 General, Service and Technical Management Practices including: Continual Improvement, Measuring and Reporting, Service Desk/Level Management, Incident/Problem/Service Request Management, Monitoring/Event Management, Capacity/Performance/Change/Release Management/IT Asset Management, Availability/Deployment Management/Infrastructure/Platform Management;

  • Utilizing core DevOps principles; experience with large scale DevOps transformations with focus on maximizing customer value, systems thinking, value streams and increasing flow, creating feedback loops, & establishing a culture of learning and experimentation;

  • Displaying Agile and Kanban project methodologies and frameworks;

  • Possessing experience with cloud technologies such as AWS or Microsoft Azure;

  • Overseeing delivery of technical and support services;

  • Utilizing Service Management skills: capturing performance, ensuring delivery is meeting the business requirements; monitoring, reporting, and analyzing operational execution (metrics gathering and dashboarding), and collaborating with IT teams/vendors to facilitate effective issue resolution (identifying service delivery issues and define performance improvement plans);

  • Utilizing Service Measurement skills: creating and reporting on KPI’s associated with ITIL practices;

  • Utilizing Service Delivery skills such as coordinating Tier 1 Support for training and triage, including identification of issues that can be resolved via 1st call resolution, and delivering and maintaining application KB articles (working in conjunction with L2 Support Analysts);

  • Configuring tickets and reports to ensure proper ticketing flow as well as metrics gathering, defining escalation strategies for major incidents, identifying and engaging all external teams that will own a support component for the application (hosting, external vendors, etc.), maintaining and tracking application infrastructure and asset information via APM/CMDB tools, and coordinating Onboarding/Training/KT for support team (L2, L3, L4);

  • Building for Ops Readiness by ensuring operational readiness, establishing a relationship with Product Owners and reaching a common understanding of support requirements and expected outcomes;

  • Monitoring Product Roadmaps to understand upcoming features and release schedules, ensuring user stories employ a Definition of Done that includes Operational and Production readiness, enforcing Non-Functional Requirements Adherence, coordinating with QA leader to validate adequate testing scope, CI/CD Readiness Assessment, creating of production like environments for dev and test, and ensuring use of automation in lieu of manual processes/tasks;

  • Showing Service Level Adherence by implementing tools that will measure service delivery performance against stated SLOs/SLAs;

  • Utilizing staffing skills by 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;

  • Utilizing previous Risk and Compliance Management skills by ensuring that all activities are compliant with the Policies and Procedures (for the Firm and Client) and setting up and maintaining a risk mitigation plan (improvement, prevention and repair activities);

  • Understanding of Contract Management, ensuring that staff adhere to all terms and conditions;

  • Ensuring Disaster Recovery and Data Retention plans have been created and availability posture is understood (in conjunction with build/development team); and,

  • Creating Operations Guides (based on existing templates).

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:

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:

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.

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.

For positions in Colorado, visit the following link for information related to Colorado's Equal Pay for Equal Work Act: