ITSM Managed Services – Sales & Solution Specialist

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.

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