At PwC, we measure success by our ability to create value for our clients and our people. Our reputation is built on lasting relationships and a focus on delivering value across all we do. With over 40 years established in the Middle East, PwC employs over 10,000 people in 12 countries. We provide tailored solutions to help clients navigate the complexities of doing business in the region.
In this role, you will lead the pre-sales and solution development for IT Service Management (ITSM) managed services. You will be responsible for crafting scalable, SLA-driven solutions using industry-standard tools (e.g., ServiceNow, BMC, MicroFocus) and frameworks (ITIL, COBIT) to enhance client IT operations.
Responsibilities:
- Lead client engagements to transform and manage ITSM operations.
- Analyze client service delivery challenges and develop value-driven 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 enhance service quality.
- Participate in pricing strategy and cost modeling aligned with service scope.
- Collaborate with platform SMEs and operations teams to validate service delivery capabilities.
- Position ITSM as a vital 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.
Required 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.
Competencies:
- Strong communication skills with the ability to build trusted relationships.
- Executive presence and influence; good negotiation skills.
- Strong technology services domain knowledge.
- Business and commercial acumen, demonstrating agility in complex deals.
Language Requirements:
- Proficient in written and spoken English.
- Arabic is a plus.
Education & Experience:
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Over 10 years of experience in ITSM pre-sales or solution design roles.
