At PwC, our people in managed services focus on a variety of outsourced solutions, supporting clients across numerous functions to streamline operations, reduce costs, and improve efficiency. As a Sales & Solution Specialist, you will lead the pre-sales and solution development for IT Service Management (ITSM) managed services. Your responsibility will be to craft scalable, SLA-driven solutions using industry-standard tools (e.g., ServiceNow, BMC, MicroFocus) and frameworks (ITIL, COBIT) to transform client IT operations.
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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.
- Participate in pricing strategy and cost modeling.
- Collaborate with platform SMEs and operations teams to validate service delivery capabilities.
- 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 is required.
Expected Competencies:
- Strong communication skills and ability to build trusted relationships.
- Executive level presence and influence.
- Good negotiation skills and business acumen.
- Ability to simplify complex messages and demonstrate agility.
Language Requirements:
- Proficient in written and spoken English.
- Arabic is a plus.
Minimum Education:
- Bachelor's degree in Information Technology, Computer Science, or a related field.
Years of Experience:
- 10+ years in ITSM pre-sales or solution design roles.
Location: Riyadh Region (On-site)
Job Type: Full-time
