ITSM Managed Services â Sales & Solution Specialist

PricewaterhouseCoopers; Dubai; On-site; AED 420,000 - 640,000; Full time

Job summary

PwC Dubai is seeking a Senior Manager to lead ITSM pre-sales and solution design, crafting scalable SLA-driven offerings with industry-standard tools such as ServiceNow and COBIT/ITIL frameworks. You will engage with enterprise clients across the Middle East to deliver value-driven managed services and strategy alignment for IT operations modernization.

The role requires 10+ years in ITSM, strong English communication, and ITIL certification.

Qualifications

• 10 years of experience in ITSM pre-sales or solution design roles.
• Bachelor's in Information Technology or Computer Science (or related field).
• ITIL Expert or Managing Professional certification is required.
• Proficient in English; Arabic is a plus.

Responsibilities

• Lead ITSM pre-sales 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, Service Catalog.
• Define service levels (SLAs XLAs), governance models, KPIs, and reporting structures.
• Integrate ITSM with AIOps, automation and observability platforms to improve MTTR and 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.

Skills

ITSM platforms

SRE XLAs

Enterprise client engagement

ITIL Expert/MP

Education

Bachelor's in Information Technology or Computer Science

Job description

Line of Service

Internal Firm Services

Industry/Sector

Not Applicable

Specialism

IFS - Internal Firm Services - Other

Management Level

Senior Manager

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. Were a network of firms in 152 countries with more than 328000 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 10000 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. Its 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:

Job Details

Job Summary:

What does this role aim to achieve in the firm/what impact does the role create

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:

Daily tasks and delivery expectation

• 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 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 leaderships
• 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:

Bachelors in Information Technology Computer Science or related field.

Years of Experience:

10 Years of experience in ITSM pre-sales or solution design roles.

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)

Required Skills

Optional Skills

Accepting Feedback 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 (CDM) Customer Due Diligence Customer Handling Data Entry Data Quality Data Quality Assessment Delivery Excellence Embracing Change Emotional Regulation Empathy Inclusion 28 more

Desired Languages

(If blank desired languages not specified)

Travel Requirements

Up to 20%

Available for Work Visa Sponsorship

Yes

Government Clearance Required

Yes

Job Posting End Date

Required Experience:

Unclear Seniority