Control Tower Lead

20 أغسطس، 2023

0 1 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:
Managed Services is the delivery and execution business within PwC, providing operational solutions for clients. It brings the best of PwC’s advisory capabilities, our technology expertise and our operational delivery to help clients solve complex problems
Job Summary:
The Control Tower Lead is responsible for managing the day-to-day operations and ensuring the smooth delivery of Managed Services. This role involves leading the delivery framework, overseeing service delivery, providing sufficient resources to meet demand, and leading resource management and reporting across delivery centers. This role also involves leading the Control Tower team responsible for all delivery center operations
Roles and Responsibilities:

Leads the Control Tower team to provide continuous monitoring and support for Managed Services operations across all delivery centers, including coordinating resource arrangements
Provides oversight and guidance to all Control Tower functions
Establishes clear roles and responsibilities for team members and fosters a collaborative and high-performance culture
Implements incident management processes and protocols to promptly identify, escalate, and resolve incidents affecting service delivery in a timely manner
Monitors and enforces SLA compliance through the Operational Excellence function, ensuring that all incidents and service requests are resolved within agreed timelines
Proactively addresses potential SLA breaches and implements corrective actions
Identifies opportunities for process optimization and service improvement, driving efficiency and excellence in the Managed Services environment
Implements best practices and standardized procedures across the Control Tower function
Presents performance insights to leadership and stakeholders to facilitate informed decision-making
Conducts quality reviews and audits to ensure that service delivery aligns with established standards and client expectations
Implements quality improvement initiatives based on feedback and observations
Acts as a primary point of contact for clients during critical incidents, providing timely and accurate updates on incident resolution progress
Engages in regular service review meetings with clients to address concerns and gathers feedback

Expected Skills:

People management
Stakeholder management
Delivery management
Risk management

Expected Competencies:

Strategic mindset
Stakeholder management
Ability to influence
Communicate with impact
Project management
Results driven
Drive organizational excellence

Required Language Skills:

Proficient in written and spoken English
Arabic is a plus

Minimum Education and Specific Qualification:

Bachelor’s Degree in Engineering, Business Management /Administration or equivalent
Master’s Degree in Engineering, Business Management / Administration or equivalent from an accredited university is preferred
Certifications in relevant domains (e.g. PMP or equivalent) would be advantageous

Years of Experience: