MS - IT Infra Cloud - Senior Manager - Delivery Lead- Operate

At PwC, our people in infrastructure focus on designing and implementing robust, secure IT systems that support business operations. They enable the smooth functioning of networks, servers, and data centres to optimise performance and minimise downtime. Those in cloud operations at PwC will focus on managing and optimising cloud infrastructure and services to enable seamless operations and high availability for clients. You will be responsible for monitoring, troubleshooting, and implementing industry leading practices for cloud-based systems.

Growing as a strategic advisor, you leverage your influence, expertise, and network to deliver quality results. You motivate and coach others, coming together to solve complex problems. As you increase in autonomy, you apply sound judgment, recognising when to take action and when to escalate. You are expected to solve through complexity, ask thoughtful questions, and clearly communicate how things fit together. Your ability to develop and sustain high performing, diverse, and inclusive teams, and your commitment to excellence, contributes to the success of our Firm.

Skills

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

• Craft and convey clear, impactful and engaging messages that tell a holistic story.
• Apply systems thinking to identify underlying problems and/or opportunities.
• Validate outcomes with clients, share alternative perspectives, and act on client feedback.
• Direct the team through complexity, demonstrating composure through ambiguous, challenging and uncertain situations.
• Deepen and evolve your expertise with a focus on staying relevant.
• Initiate open and honest coaching conversations at all levels.
• Make difficult decisions and take action to resolve issues hindering team effectiveness.
• Model and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance), the Firms code of conduct, and independence requirements.
  
  

Instructions

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Go-To-Market

Managed Services

Sector

Not Applicable

Programme Type

Experienced

Additional Responsibilities: (This field may be used to describe the daily role, duties and/or purpose of this Job Profile/Job Description. The field is limited to 500 characters, including spaces.)

Senior Manager – service delivery will lead our Managed Infrastructure Services team serving a key healthcare/hospital customer. This role is pivotal in ensuring the delivery of robust, secure, and compliant IT infrastructure services spanning data center, cloud technologies, digital workplace solutions, and service management. The Senior Manager will drive operational excellence, lead and develop a high-performing team, and spearhead automation initiatives to enhance service efficiency and reliability, supporting critical healthcare operations.

Minimum Degree Required: Bachelor’s degree in computer science, Information Technology, or related field.

Degree Preferred: Master’s degree in computer science, Information Technology, or related field preferred

Minimum Years of Experience: 15+ year(s)

Certifications Required: ITIL, Any Cloud certifications

Certifications Preferred: Agile, PMP, Security and or Technology specific certifications

Required / Mandatory Knowledge/Skills: (character count limit 5000) *PLEASE ONLY USE THIS FIELD IF THIS IS A MUST HAVE SKILL FOR APPLICANT*

People Management

• Lead, mentor, and develop a diverse team of infrastructure engineers, cloud architects, automation specialists, and service management professionals.
• Establish clear performance objectives, conduct regular performance reviews, and foster a collaborative, motivated team environment.
• Manage resource planning, training, and career development aligned with organizational and customer needs.
• Act as a liaison between the customer’s IT leadership and internal delivery teams, ensuring clear communication and alignment.
  
  

Managed Infrastructure Services Delivery

• Oversee end-to-end delivery of managed services including data center operations, cloud infrastructure management (public/private/hybrid cloud), and digital workplace solutions.
• Ensure that infrastructure services meet agreed SLAs, compliance standards (HIPAA, HITRUST, etc.), and healthcare regulatory requirements.
• Manage incident, problem, change, and capacity management processes to ensure high availability and stability of critical healthcare IT systems.
• Collaborate with cybersecurity teams to embed security best practices within infrastructure operations.
  
  

Data Center and Cloud Technologies

• Drive the management and optimization of data center environments, including server, storage, network, and virtualization technologies.
• Lead cloud adoption and optimization strategies including infrastructure-as-a-service (IaaS), platform services (PaaS), and cloud-native technologies supporting healthcare applications.
• Ensure disaster recovery and business continuity plans are in place and tested regularly.
• Evaluate emerging infrastructure technologies and recommend innovations that improve service delivery and cost efficiency.
  
  

Digital Workplace & Service Management

• Oversee digital workplace services delivery, including endpoint management, collaboration tools, and remote user support tailored to healthcare professionals’ needs.
• Implement and refine IT service management (ITSM) processes aligned with ITIL best practices, ensuring seamless service delivery.
• Monitor service performance and customer satisfaction, delivering regular reports and continuous improvement initiatives.
• Coordinate across multiple vendors and third-party service providers to ensure integrated service delivery.
  
  

Automation and Continuous Improvement

• Drive automation initiatives leveraging infrastructure-as-code, configuration management, and orchestration tools to enhance operational efficiency.
• Promote a culture of continuous improvement, identifying automation opportunities in provisioning, monitoring, and incident resolution.
• Collaborate with DevOps and application teams to integrate infrastructure automation into overall service delivery pipelines.
  
  

Preferred Knowledge/Skills: (character count limit 5000)* PLEASE MAKE THIS A BULLETED LIST WHERE EACH SENTENCE STARTS WITH THE SAME VERB TENSE (I.E. PROVIDES, DEVELOPS, FACILITATES, ETC.)

• Proven experience delivering managed infrastructure services to healthcare or highly regulated industries.
• Deep knowledge of data center technologies, cloud platforms (AWS, Azure, Google Cloud), virtualization, and storage solutions.
• Expertise in digital workplace technologies including endpoint management, unified communications, and remote access solutions.
• Strong understanding of IT service management frameworks (ITIL) and tools.
• Hands-on experience or strong understanding of automation tools such as Ansible, Terraform, PowerShell, or similar.
• Familiarity with healthcare compliance standards (HIPAA, HITRUST, GDPR) and security best practices.
• Exceptional leadership, communication, and stakeholder management skills.
  
  

Key Competencies

• Strategic thinking and operational excellence
• Customer-focused service delivery
• Cross-functional team leadership
• Change management and continuous improvement
• Problem-solving and decision-making
• Strong organizational and multitasking abilities

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