Job description

Application Operations Senior Manager

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Job Category:   Information Technology
Line of Service:   IFS
State & City:   CA-Los Angeles|FL-Tampa|GA-Atlanta|MA-Boston|MI-Detroit|NJ-Florham Park|NY-New York|PA-Pittsburgh|VA-McLean
Travel Requirements:   0-20%
Position Type:   Senior Manager
Req ID:   102175BR
PwC/LOS Overview
PwC is a network of firms committed to delivering quality in assurance, tax and advisory services.

We help resolve complex issues for our clients and identify opportunities. Learn more about us at www.pwc.com/us.

At PwC, we develop leaders at all levels. The distinctive leadership framework we call the PwC Professional (http://pwc.to/pwcpro) provides our people with a road map to grow their skills and build their careers. Our approach to ongoing development shapes employees into leaders, no matter the role or job title.

Are you ready to build a career in a rapidly changing world? Developing as a PwC Professional means that you will be ready
- to create and capture opportunities to advance your career and fulfill your potential. To learn more, visit us at www.pwc.com/careers.

It takes talented people to support the US firm of the largest professional services organization in the world. Not all of us work directly with external clients. Some of our best people choose to apply their talents inside PwC.

As part of Internal Firm Services, you're serving an organization on par with many of our external clients. Our Internal Firm Services team consists of first-rate marketers, human resource professionals, computer technologists, knowledge managers, accountants, financial planners, administrators and leaders. Internal Firm Services staff are the people who make it work for the people who make it work for our clients.

Job Description
PWC IT is responsible for the success of our central technology efforts in our federated business model.

The Application Support team has broad knowledge of the business functions to resolve critical and strategic business technology challenges. Delivery of support will be provided through a combination of staff, contractors and vendor managed service agreements. The team is responsible for adherence to Service Level Agreements (SLAs) for Level 2 and 3 application support services regardless of the delivery source.

Position/Program Requirements
Minimum Year(s) of Experience: 6


Minimum Degree Required: High School Diploma or GED


Degree Preferred: Bachelor's degree


Knowledge Preferred:

Demonstrates intimate knowledge and/or a proven record of success in the following areas:

- Application support with industry knowledge of ITIL service management principles; and,

- Technical understanding that spans multiple platforms and portfolio of applications with demonstrated knowledge of the business strategic priorities, in order to resolve complex problems.


Skills Preferred:

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

- Strategically direct the team while leading projects and initiatives related to operations and process improvements with internal staff, contractors and managed service vendors;

- Manage multiple application support areas covering a variety of applications and variety of sourcing models;

- Interact with senior leadership and peers across the organization to impact the strategic direction of application support processes;

- Drive compliance to SLA's for application support;

- Define short and long term plans for Application Support based on strategic priorities of business;

- Manage an IT budget; and,



- Lead a team to deliver Level 2 and Level 3 Application Support services to the lines of service, including formalized coaching ​and development activities for employees, within a team that consists of a combination of resources, contractors and Managed Service relationships with external vendors.




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