IT Governance Consultant - Senior Manager (ITSM)

About the role

PwC is looking for experienced ITSM and IT Governance professionals to support the design, implementation and optimisation of IT service management frameworks and governance models. The role sits within the Advisory line of service, at manager level, and calls for deep expertise in ITIL practices, IT operating models and strategic IT alignment, including compliance and standards such as ISO/IEC 20000 and ISO/IEC 27001.

Key responsibilities

• Assess and enhance existing ITSM processes and governance structures
• Design and implement IT operating models aligned with business strategy
• Lead or support ITSM tool implementations and process automation
• Align ITSM practices with the ITIL framework and ISO standards
• Develop policies, procedures and performance metrics (SLA, KPI, KRI)
• Collaborate with stakeholders across IT, Risk, Compliance and business units

Required profile

• ITIL v4 certification (Foundation or higher)
• Proven experience in ITSM implementation and optimisation
• Strong background in IT governance and operating models
• Familiarity with ISO/IEC 20000, ISO/IEC 27001 or similar standards
• Experience with IT strategy and transformation initiatives
• Excellent communication, documentation and stakeholder engagement skills
• Preferred: regulated industry experience (banking, finance, healthcare); knowledge of COBIT, TOGAF or other governance frameworks; familiarity with ServiceNow, BMC Remedy or Jira Service Management