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.
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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
