ITSM Managed Services â Sales & Solution Specialist

PricewaterhouseCoopers; Dubai; On-site; AED 367,000 - 478,000; Full time

Job summary

A leading professional services firm in Dubai is seeking a Managed Services Delivery Generalist to lead IT Service Management operations. Responsibilities include crafting scalable solutions, analyzing client challenges, and defining service levels. The ideal candidate will have a Bachelor’s degree, ITIL certification, and at least 10 years of relevant experience.

Benefits

Work visa sponsorship

Career development opportunities

Qualifications

• 10 years of experience in ITSM pre‑sales or solution design roles.
• ITIL Expert or Managing Professional certification required.
• Proficient in English; Arabic is a plus.

Responsibilities

• Lead client engagements to transform ITSM operations.
• Develop managed service proposals addressing service delivery challenges.
• Design ITSM operating models and define service levels.

Skills

Hands-on knowledge of leading ITSM platforms

Familiarity with SRE, XLAs, and automation

Experience engaging with enterprise clients across the Middle East

Strong communication skills

Good negotiation skills

Business and commercial acumen

Education

Bachelor's in Information Technology or Computer Science

Tools

ServiceNow

BMC

MicroFocus

Job description

Job Description & Summary

At PwC our people in managed services focus on a variety of outsourced solutions and support clients across numerous functions. These individuals help organisations streamline their operations, reduce costs and improve efficiency by managing key processes and functions on their behalf. They are skilled in project management, technology and process optimization to deliver high-quality services to clients.

As a managed service delivery generalist at PwC you will execute outsourced processes such as client and customer interaction; data review, enrichment and processing; implementing and monitoring quality controls; and resolving escalations and queries.

Company Overview

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 are 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, enabling us to help clients meet the challenges and opportunities of doing business in the region and beyond.

Corporate Culture & Working Environment

Our culture is one of inclusivity and care where we respect each other and our differences. It supports collaboration, teamwork and innovation, and embraces difference. We empower everyone to have a voice and challenge the status quo, bringing new ideas to the table.

As PwC staff you will have the chance to collaborate across line of services and the global network, and to get involved in firm‑wide events.

Line of Service and Overview

Managed Services is the delivery and execution business within PwC that provides operational solutions for clients. It brings the best of PwC's advisory capabilities, technology expertise and operational delivery to help clients solve complex problems.

Job Details

Job Summary

Leads the pre‑sales and solution development for IT Service Management (ITSM) managed services. Responsible for crafting scalable SLA‑driven solutions leveraging industry‑standard tools (e.g. ServiceNow, BMC, MicroFocus) and frameworks (ITIL, COBIT) to transform client IT operations.

Roles and Responsibilities

• Lead client engagements focused on transforming and managing ITSM operations.
• Analyze client service delivery challenges and develop value‑driven managed service proposals.
• Design ITSM operating models covering Incident, Problem, Change, CMDB, Request, Knowledge and Service Catalog.
• Define service levels (SLAs, XLAs), governance models, KPIs and reporting structures.
• Integrate ITSM with AIOps, automation and observability platforms to reduce MTTR and improve service quality.
• Participate in pricing strategy and cost modeling, aligning effort with service scope and tooling.
• Collaborate with platform SMEs and operations teams to validate service delivery capabilities.
• Position ITSM as a key enabler for IT modernization, cloud, application security and digital workplace initiatives.
• Respond to RFPs/RFIs and prepare high‑quality documentation, SOWs and solution blueprints.
• Ensure compliance with regulatory, security and audit requirements.

Expected Skills

• Hands‑on knowledge of leading ITSM platforms.
• Familiarity with SRE, XLAs and automation in service operations.
• Experience engaging with enterprise clients across the Middle East.
• ITIL Expert or Managing Professional certification is required.

Expected Competencies

• Strong communication skills and ability to build trusted relationships.
• Strong technology services domain knowledge to lead conversations and create thought leadership.
• Executive level presence and influence.
• Good negotiation skills.
• Business and commercial acumen.
• Able to demonstrate agility between complex deals and simplification of messages.

Required Language Skills

Proficient in written and spoken English. Arabic is a plus.

Minimum Education and Specific Qualification

Bachelor's in Information Technology, Computer Science or a related field.

Years of Experience

10 years of experience in ITSM pre‑sales or solution design roles.

Optional Skills

Accepting Feedback, Active Listening, Analytical Thinking, Business Process Outsourcing, Claims Performance Management, Coaching and Feedback, Communication, Complaint Management, Compliance Auditing, Compliance Review, Contract Review, Corrective Actions, Creativity, Customer Data Management, Customer Due Diligence, Customer Handling, Data Entry, Data Quality, Delivery Excellence, Embracing Change, Emotional Regulation, Empathy, Inclusion, and other related skills.

Travel Requirements

Up to 20%.

Available for Work Visa Sponsorship

Yes

Government Clearance Required

Yes

Required Experience

Unclear Seniority