Application Managed Service (AMS) Service Tower Lead

20 أغسطس، 2023

0 0 3 دقائق

Line of Service
Internal Firm Services

Industry/Sector
Not Applicable

Specialism
IFS – Internal Firm Services – Other

Management Level
Senior Manager

Job Description & Summary
PwC Overview:
At PwC, we measure success by our ability to create the value that our clients and our people are looking for. Our reputation lies in building lasting relationships with our clients and a focus on delivering value in all we do. We’re a network of firms in 152 countries with more than 328,000 people who are committed to delivering world-class capabilities and quality in assurance, tax and advisory services
PwC Middle East Overview:
Established in the region for over 40 years, PwC Middle East employs
over 10,000 people across 12 countries: Bahrain, Egypt, Iraq, Jordan,
Kuwait, Lebanon, Libya, Oman, Qatar, Saudi Arabia, Palestine and the United Arab Emirates. Complementing our depth of industry expertise and breadth of skills is our sound knowledge of local business environments across the Middle East region. Our tailored solutions help our clients meet the challenges and opportunities of doing business in the Middle East market, and beyond
Corporate Culture & Working Environment:
Our culture is one of inclusivity and care, where we respect each other and our differences. It's one that supports collaboration, teamwork and innovation and one that embraces difference. We support everyone having a voice and feeling empowered to challenge the status quo, bringing new ideas to the table
As PwC staff, you will have the chance to collaborate across level, line of services, and global network. Not only in terms of work, get involved too in firm-wide events
Line of Service and Overview:
At PwC, we are investing in growing our Managed Services business. Managed Services is the delivery and execution business within PwC. It brings the best of PwC’s advisory capabilities and our operational delivery to help clients solve complex problems. Supported by our regional and global network of delivery centers, we support our clients in our own state of the art facilities or on their own sites as required. We are a mixed group of operational professionals from diverse industry backgrounds
Job Summary:
The AMS Service Tower Lead is responsible for overseeing the daily operations, offering strategic guidance, and providing subject matter expertise for AMS Managed Services. This role entails effective collaboration with stakeholders and leadership of a cross-functional team across various delivery centers
Roles and Responsibilities:

Develops and executes the delivery strategy for AMS Managed Services in line with business objectives
Oversees the day-to-day delivery, including key client deliverables / outputs, and provides recommendations on how AMS services can be improved
Assumes overall accountability for the oversight and successful execution of all AMS engagements within the Managed Services portfolio
Oversees output quality reviews and audits to ensure that delivery complies with established standards and client expectations and leads quality improvement initiatives based on feedback and observations
Sets overall resource planning strategies to match project demands with available talent within the AMS Service Tower
Leads the design, development, and implementation of comprehensive service delivery policies, standards, and processes that align with business objectives and industry best practices
Ensures that all AMS-related activities are in line with established policies, procedures, and compliance standards
Holds overall accountability for SLA / OLA compliance across AMS engagements and implements corrective actions to address any deviations, and continuously improves service delivery
Stays updated on industry trends and emerging technologies to maintain best practices
Identifies L&D needs and develops a comprehensive L&D plan that includes training themes, programs, and learning resources
Leads, mentors, and motivates the AMS service delivery team, fostering a culture of excellence, high performance, and continuous learning

Expected Skills:

Deep understanding and knowledge of key ERP applications (SAP, Oracle, Salesforce)
Familiarity with ITIL and ITSM

Expected Competencies:

Communicate with impact
Adaptability and learning
Drive organizational excellence
Strategic mindset
Results driven
Conflict resolution
Adding value

Required Language Skills:

Proficient in written and spoken English
Arabic is a plus

Minimum Education and Specific Qualification:

Bachelor’s Degree in Information Systems, Computer Science, Business Management or equivalent
Master’s Degree in Information Systems, Computer Science, Business Management or equivalent from an accredited university is preferred
Certifications in relevant technologies (e.g., SAP Activate, Microsoft
Azure Certified Solutions Architect, etc.) would be advantageous

Years of Experience: