SATIC - IT Services Platform Configuration Management Lead (Senior Manager)

PwC Careers Africa; Johannesburg; On-site; ZAR 800 000 - 1 200 000; Full time

Job summary

PwC's South African Technology & Innovation Centre seeks an experienced IT Operations Manager to lead large-scale ServiceNow implementations and drive process improvements. The ideal candidate will have a Bachelor's degree in IT, relevant certifications, and at least 6 years of experience managing IT operations. Join a dynamic team focused on leveraging technology to solve complex challenges and enhance business performance.

Qualifications

• At least 6 years of relevant experience managing IT operations.
• Experience conducting knowledge transfer sessions.
• Strong problem-solving skills and attention to detail.

Responsibilities

• Manage large-scale Service, Asset, and Configuration Management.
• Oversee daily operations and improvement projects for ServiceNow functionalities.
• Drive digitization and automation initiatives on the ServiceNow platform.

Skills

Problem-solving

Attention to detail

Collaboration

Education

Bachelor’s degree in Information Technology

ITIL Foundations v4 or higher

ServiceNow CSA, CAD, CIS certifications

Job description

South African Technology & Innovation Centre (SATIC) is part of PwC, a global leader in professional services, working with top-tier clients worldwide. PwC emphasizes human-led, technology-enabled solutions to transform businesses and prepare them for the future.

We seek candidates with deep market experience who view technology as a catalyst for human innovation and wish to join a community of problem solvers addressing societal challenges.

If you desire a dynamic career with complex challenges where you can make a meaningful impact, we invite you to join SATIC. You'll collaborate with global teams, leverage cutting-edge technology, and positively influence people's lives.

Requirements:

Qualifications / Certifications:

• Bachelor’s degree in Information Technology or equivalent experience.
• Preferred Certifications: ServiceNow CSA, CAD, CIS - Event Management, IT Service Management, Discovery, CAS - Performance Analytics, ITIL Foundations v4 or higher.

Experience & Skills:

• At least 6 years of relevant experience managing IT operations, quality control, process improvement, and compliance.
• Experience conducting knowledge transfer sessions.
• Strong problem-solving skills and attention to detail.
• Ability to work independently and collaboratively.

Responsibilities:

• Manage large-scale Service, Asset, and Configuration Management for a global client base.
• Oversee daily operations and improvement projects for CMDB, Discovery, IRE, IntegrationHub, Service Graph, IT Asset Management, Data Certification, and core ServiceNow functionalities.
• Manage data certification modules and schedules for stakeholders.
• Implement CSDM v3 where applicable.
• Enable automation to enhance Security Operations, Service Management, Business Management, and GRC processes.
• Develop solutions to optimize the platform, reduce manual effort, and improve processes like Change, Problem, Incident, and Release Management.
• Lead teams in process improvement initiatives focusing on data quality and architecture.
• Act as technical lead on global transformation projects.
• Drive digitization and automation initiatives on the ServiceNow platform.
• Contribute to configuration management standards and procedures.
• Create impactful presentations and documentation.
• Provide training and consulting on ServiceNow best practices and integrations.
• Navigate ambiguity effectively, managing issues without predefined processes.
• Work in a global, high-tech environment, demonstrating leadership and initiative.

Role overview:

The Operations Team acts as strategic partners across IT and other departments, analyzing performance data to identify trends and proposing innovative solutions to leadership and stakeholders.