ITSM Managed Services â Sales & Solution Specialist

PricewaterhouseCoopers; Dubai; On-site; AED 330,000 - 441,000; Full time

Job summary

A global professional services firm in Dubai is seeking a Senior Manager to lead IT Service Management (ITSM) solutions. The ideal candidate will have over 10 years of experience in pre-sales or solution design, strong communication skills, and relevant certifications. The role involves client engagement and developing proposals to improve IT operations. Benefits include work visa sponsorship and opportunities for international collaboration.

Benefits

Work visa sponsorship

Career development opportunities

Collaborative work environment

Qualifications

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

Responsibilities

• Lead client engagements focused on transforming and managing ITSM operations.
• Analyze client service delivery challenges and develop managed service proposals.
• Design ITSM operating models covering various ITSM processes.
• Respond to RFPs/RFIs and prepare high-quality documentation.

Skills

Hands-on knowledge of leading ITSM platforms

Strong communication skills

Business and commercial acumen

Good negotiation skills

Strong technology services domain knowledge

Education

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

Tools

ServiceNow

BMC

MicroFocus

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

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

Travel Requirements: Up to 20%.

Available for Work Visa Sponsorship: Yes.

Government Clearance Required: Yes.

EEO Statement: PwC is an equal opportunities employer.