MS Engineering Operations Director -IT4IT IT Operating Model IT Strategy - Consult

At PwC, our people in managed services focus on a variety of outsourced solutions and support clients across numerous functions. These individuals help organisations streamline their operations, reduce costs, and improve efficiency by managing key processes and functions on their behalf. They are skilled in project management, technology, and process optimization to deliver high-quality services to clients. Those in managed service management and strategy at PwC will focus on transitioning and running services, along with managing delivery teams, programmes, commercials, performance and delivery risk. Your work will involve the process of continuous improvement and optimising of the managed services process, tools and services.

Translating the vision, you set the tone, and inspire others to follow. Your role is crucial in driving business growth, shaping the direction of client engagements, and mentoring the next generation of leaders. You are expected to be a guardian of PwCs reputation, understanding that quality, integrity, inclusion and a commercial mindset are all foundational to our success. You create a healthy working environment while maximising client satisfaction. You cultivate the potential in others and actively team across the PwC Network, understanding tradeoffs, and leveraging our collective strength.

Skills

Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:

• Lead in line with our values and brand.
• Develop new ideas, solutions, and structures; drive thought leadership.
• Solve problems by exploring multiple angles and using creativity, encouraging others to do the same.
• Balance long-term, short-term, detail-oriented, and big picture thinking.
• Make strategic choices and drive change by addressing system-level enablers.
• Promote technological advances, creating an environment where people and technology thrive together.
• Identify gaps in the market and convert opportunities to success for the Firm.
• Adhere to and enforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance) the Firms code of conduct, and independence requirements.
  
  

Job Title: Engineering Operations Service Delivery Director

Summary

The Engineering Operations Support and Maintenance Director is responsible for the end-to-end delivery of reliable, scalable, and secure application support and maintenance services across the entire tech stack (full stack engineering and custom Java / .NET applications). This leader builds and guides cross-functional teams (Support, Platform/DevOps, Site Reliability Engineering, and Maintenance Engineers) to ensure high customer satisfaction, fuel growth and expand capabilities.

Key Responsibilities

• Strategic leadership and organization
• Lead the end-to-end service delivery of Application Support and Maintenance to ensure compliance with approved goals and objectives.
• Define and execute the vision, strategy, and operating model for full-stack support and maintenance.
• Service delivery management.
• Ensures alignment to the enterprise service management processes for Incident management, Problem Management and Service Request Fulfillment processes, ensuring appropriate governance procedures are in place, communicated and proactively managed.
• Drive Incident management, Service Request Fulfillment, Problem Management, root-cause analysis, and corrective actions; drive reduction in MTTR and incident frequency.
• Change & Release Management: Align maintenance activities with release schedules; assess risk, implement rollback plans, and communicate changes to stakeholders.
• Plan and orchestrate proactive maintenance windows, updates, security patches, and debt reduction without compromising availability.
• Define and monitor SLAs/SLOs; ensure effective queuing, triage, and escalation processes; lead on-call rotations.
• Reliability, quality, and security
• Ensure robust monitoring, alerting, and observability; oversee incident dashboards, runbooks, and escalation criteria.
• Enforce secure coding and deployment practices; oversee vulnerability management and compliance with applicable standards.
• Ensure adherence to regulatory and security requirements; implement ITIL-aligned processes where appropriate.
• Process improvement and automation.
• Standardize support and maintenance processes; introduce AI, Automation, SRE, DevOps, Observability to reduce toil, drive efficiency and transform operations.
• Leverage data analytics to identify bottlenecks, optimize capacity, and improve service levels.
• Drive innovation and continuous service improvements that drive value to the firm, clients, and associates.
• Collaborate and work with business and cross-functional teams to identify & implement effective solutions that automate and optimize performance and processes.
• Governance and Budget management
• Develop and manage budgets for support, maintenance, and platform tooling; optimize platform, tools and software spend.
• Annual budgetary and financial management, including forecasting and planning.
• Manage capacity planning to ensure sufficient, efficient, and effective resource and demand management to deliver the services with utmost quality.
• Collaborate with stakeholders to manage escalation and risk.
• Practice and Business Development
• Lead practice development and business development for the application engineering support and maintenance practice to accelerate growth and expand capabilities.
• Build, mentor, and scale cross-functional teams (Full Stack Engineering Support and Maintenance Engineers, SRE/Platform, and Custom Applications support teams) across locations.
• People development and coaching, high performance leadership and motivation of team members
• Drive Organizational culture development, including encouraging employee contributions fostering respect and support of all types of individuals.
  
  

Qualifications And Experience

• Bachelor’s or master’s degree in computer science, Information Technology, Business Administration, or a related field.
• 18+ years of relevant experience with following skillsets
• Experience managing large scale clients and engagement.
• Experience working in Managed services environment providing application support, with strong knowledge of IT Service Management (ITSM) processes.
• Experience managing large managed services support and maintenance engagements across Java, .NET, full stack applications and custom applications.
• Experience in managing large client engagement, delivery management, Change/release management, Demand Management, service level management, finance, and operations management.
• Experience in developing practice, large engagements, and driving significant value and results.
• Strong background in Java, .NET, full-stack engineering concepts, microservices architectures, APIs, databases (SQL/NoSQL), and cloud platforms (AWS/Azure/GCP).
• Proficiency with DevOps/SRE practices, CI/CD, containerization (Docker, Kubernetes), monitoring/observability tools, and service management tools.
• Experience with ITSM, ITIL, Kanban, Agile and waterfall delivery methodologies
• Should operate independently and partner effectively across disciplines and geographies.
• Experience collaborating with cross functional teams.
• Demonstrated ability to lead, mentor, and grow diverse, cross-functional teams, with exceptional communication and stakeholder management.
• Strong analytical and data-driven decision-making; conflict resolution and negotiation skills.
• Customer-centric mindset with the ability to balance service reliability, speed, and cost.

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