ITSM Architect (ManageEngine) – Manager

About the role

PwC's Advisory practice in Cairo is looking for a manager to lead the design, implementation and optimisation of a SaaS ITSM platform based on ManageEngine ServiceDesk Plus Cloud. The role ensures alignment with IT governance and ITIL best practices and owns integrations, automation, reporting and adoption across ITSM and ITAM.

Key responsibilities

• Architect and implement ServiceDesk Plus Cloud (Enterprise), including Service Catalog, Incident, Request, Change, Problem, Release and SLA frameworks.
• Design the CMDB and asset management, integrating Endpoint Central Cloud for discovery, patching and software license management when needed.
• Build no-code/low-code workflows, approvals, automations and orchestration runbooks (onboarding/offboarding, access, common IT tasks).
• Enable AI capabilities (Zia) for virtual agent, auto-classification, solution suggestions and knowledge surfacing.
• Integrate with Entra ID for SSO and user provisioning, connect Microsoft 365, Teams and Outlook, and use SCIM/Graph where applicable.
• Implement monitoring integrations (OpManager/Site24x7 or third-party via REST APIs/webhooks/email) for alert-to-ticket workflows.
• Set up dashboards and reporting, deploy Analytics Plus for KPIs, SLA trends and executive views.
• Lead data migration, environment setup and configuration management, and manage sandbox/UAT and production promotion.
• Produce documentation, admin/playbooks and end-user guides, deliver training and enablement, and govern security, roles, compliance and audit.

Required profile

• 7+ years in ITSM/IT operations; 3+ years hands-on with ManageEngine ServiceDesk Plus (Cloud/Enterprise) and the related stack (Endpoint Central, Analytics Plus, OpManager/Site24x7).
• Strong ITIL v4 knowledge; certifications preferred.
• Proven experience designing service catalogs, SLAs, change workflows/CAB, problem RCA, CMDB modelling and asset lifecycle.
• Experience delivering enterprise-scale implementations.

Required skills

• Integration with Entra ID/M365 (SAML/OIDC, SCIM), Teams/Outlook add-ins and monitoring tools.
• Solid REST API and webhook skills.
• Scripting and automation (PowerShell, Python); familiarity with MS Graph; SQL and reporting experience.