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Vaga de Manager Deskside
PwC em São Paulo - SP

Descrição da Vaga

Manager Deskside

Line of Service

Internal Firm Services

Industry/Sector

Not Applicable

Specialism

IFS - Information Technology (IT)

Management Level

Manager

Job Description & Summary

A career in Information Technology, within Internal Firm Services, will provide you with the opportunity to support our core business functions by deploying applications that enable our people to work more efficiently and deliver the highest levels of service to our clients. You'll focus on managing the design and implementation of technology infrastructure within PwC, developing and enhancing both client and internal facing applications within PwC, and providing technology tools that help create a competitive advantage for the Firm to drive strategic business growth.

Our Information Technology Relationship Management team oversees our relationships with vendors and resources that provide information technology operational services to PwC. As part of the team, you'll support and assist in the development of internal systems and applications used by the PwC partners and staff in the various function areas.

Responsibilities

As a Manager, you'll work as part of a team of problem solvers with extensive consulting and industry experience, helping our clients solve their complex business issues from strategy to execution. Specific responsibilities include but are not limited to:
* Proactively assist in the management of a portfolio of clients, while reporting to Senior Managers and above
* Be involved in the financial management of clients
* Be actively involved in business development activities to help identify and research opportunities on new/existing clients
* Contribute to the development of your own and team's technical acumen
* Develop strategies to solve complex technical challenges
* Assist in the management and delivering of large projects
* Train, coach, and supervise staff
* Keep up to date with local and national business and economic issues
* Continue to develop internal relationships and your PwC brand

Customer Experience Manager (Deskside Support / Service Desk Lead) Americas IT

  • Accountable for executing on the vision for the Customer Support function for the Americas region
  • Responsible for driving continuous process improvements to facilitate a consistent and positive customer experience through process simplification, automation and issue elimination
  • Responsible for driving end user communications for office specific IT service disruptions (not firmwide IT outages) by working closely and collaboratively with the Major Incident (MI) team
  • Provide service provider oversight and ensure that they meet their contractual agreements for service quality by monitoring SLAs
  • Drive the use of analytics to identify opportunities to improve the customer experience
  • Manage relationships with service providers and provide regular feedback to ensure service improvement effort activities are implemented
  • Ensure that service providers mitigate service quality issues and end user complaints by responding to customer escalations; ensure actions are taken to prevent recurrence
  • Seek out and implement ways to improve customer experience and delight the customer
  • Seek out customers to ask for service delivery feedback and suggestions
  • Ensure that service provider is keeping relevant internal and customer facing documentation (SOPs, KBs, Spark) current
  • Look for and implement ways to achieve consistency in process and customer experience across the Americas, including sharing and implementation of best practices
  • Advocate for the customer when interacting with other IT teams
  • Promote the brand of IT
  • Minimum of 3 days in PwC office

Education (if blank, degree and/or field of study not specified)

Degrees/Field of Study required:

Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Desired Languages (If blank, desired languages not specified)

English

Travel Requirements

Not Specified

Available for Work Visa Sponsorship?

No

Government Clearance Required?

No

Job Posting End Date

Leia mais

Avaliações da PwC


Satisfação geral dos funcionários

3.65
  • Remuneração e benefícios
    2.93
  • Oportunidade de carreira
    3.93
  • Cultura da empresa
    3.80
  • Qualidade de vida
    3.14

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