ITSM Managed Services – Sales & Solution Specialist

About the Job:
At PwC, we measure success by our ability to create value for our clients and our team members. As an ITSM Managed Services – Sales & Solution Specialist, you will lead pre-sales and solution development for IT Service Management (ITSM) managed services. This involves crafting scalable, SLA-driven solutions that leverage industry-standard tools (e.g., ServiceNow, BMC, MicroFocus) and frameworks (ITIL, COBIT) to transform client IT operations.

Your role will include:

• Leading client engagements focused on transforming and managing ITSM operations.
• Analyzing client service delivery challenges and developing value-driven managed service proposals.
• Designing ITSM operating models covering Incident, Problem, Change, CMDB, Request, Knowledge, and Service Catalog.
• Defining service levels (SLAs, XLAs), governance models, KPIs, and reporting structures.
• Collaborating with platform SMEs and operations teams to validate service delivery capabilities.
• Responding to RFPs/RFIs and preparing high-quality documentation.

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.

Required Language Skills:

• Proficient in written and spoken English.
• Arabic is a plus.

Minimum Education:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.

Experience:

• 10+ years of experience in ITSM pre-sales or solution design roles.

Location:
Dubai, Dubai, United Arab Emirates

Work Conditions:
On-site, Full-time

Travel Requirements:
Up to 20%

Available for Work Visa Sponsorship?
Yes

Government Clearance Required?
Yes