MS National ITSM - Process Excellence Lead - Operate

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.

Enhancing your leadership style, you motivate, develop and inspire others to deliver quality. You are responsible for coaching, leveraging team member’s unique strengths, and managing performance to deliver on client expectations. With your growing knowledge of how business works, you play an important role in identifying opportunities that contribute to the success of our Firm. You are expected to lead with integrity and authenticity, articulating our purpose and values in a meaningful way. You embrace technology and innovation to enhance your delivery and encourage others to do the same.

Skills

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

• Analyse and identify the linkages and interactions between the component parts of an entire system.
• Take ownership of projects, ensuring their successful planning, budgeting, execution, and completion.
• Partner with team leadership to ensure collective ownership of quality, timelines, and deliverables.
• Develop skills outside your comfort zone, and encourage others to do the same.
• Effectively mentor others.
• Use the review of work as an opportunity to deepen the expertise of team members.
• Address conflicts or issues, engaging in difficult conversations with clients, team members and other stakeholders, escalating where appropriate.
• Uphold and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance), the Firm's code of conduct, and independence requirements.
  
  

Job Summary

Process Excellence Lead – Job Description

The role of a Process Excellence Lead in common services in IT is to oversee and manage the implementation of process improvement initiatives across various IT departments or functions. This includes identifying areas for improvement, analysing existing processes, developing new processes and procedures, and monitoring the implementation and effectiveness of these changes. The Process Excellence Lead is responsible for ensuring that all IT processes are efficient, effective, and aligned with the company's overall goals and objectives. They work closely with other IT leaders and stakeholders to identify opportunities for improvement and to implement best practices. In addition to process improvement, the Process Excellence Lead may also be responsible for training and coaching IT staff on new processes and procedures, as well as monitoring and reporting on key performance indicators (KPIs) to ensure that processes are meeting established goals and metrics. 

Key Responsibilities

ITSM Process Excellence & Governance

• Lead the implementation and optimization of ITSM processes across SAP services.
• Establish and maintain a process excellence framework aligned with ITIL v4.
• Ensure ITSM processes are efficient, effective, scalable, and business-aligned.
• Govern process adherence and consistency across SAP delivery teams and vendors.
  
  

Process Improvement & Optimization

• Identify process improvement opportunities across SAP IT operations and common services.
• Analyze existing processes using Lean, Six Sigma, and ITIL methodologies.
• Design and implement optimized, standardized, and automated processes.
• Eliminate inefficiencies, rework, and handoff delays across ITSM workflows.
• Drive process simplification and standardization
  
  

Stakeholder & Change Enablement

• Partner with IT leaders, SAP service owners, and business stakeholders to align processes with strategic objectives.
• Act as a change agent to drive adoption of new processes and ways of working.
• Facilitate workshops, design sessions, and retrospectives with cross-functional teams.
• Ensure stakeholder buy-in and effective communication during process changes.
  
  

Training, Coaching & Adoption

• Develop and deliver training for SAP IT teams on new or updated processes.
• Coach teams on ITIL v4 practices, DevOps, Agile, and continuous improvement.
• Embed process ownership and accountability across SAP service teams.
• Drive a culture of process maturity and operational excellence.
  
  

Metrics, KPIs & Reporting

• Define, monitor, and analyze process KPIs and performance metrics.
• Ensure KPIs align with business outcomes and service performance.
• Track process maturity improvements and benefits realization.
• Provide executive-level dashboards and continuous improvement reporting.
  
  

Quality, Compliance & Standards

• Ensure ITSM processes comply with ISO 20000 / ISO 9001 standards.
• Support internal and external audits and assessments.
• Maintain process documentation, SOPs, and controls.
• Ensure alignment with regulatory and compliance requirements (SOX, GxP where applicable).
  
  

Agile, DevOps & Automation Enablement

• Align ITSM processes with Agile, Scrum, and DevOps delivery models.
• Enable shift-left, automation, and CI/CD integration for SAP where applicable.
• Ensure processes support faster delivery without compromising control or stability.
• Promote continuous feedback and improvement cycles.
  
  

Tools & Platforms

• Optimize ITSM workflows in tools such as ServiceNow / Remedy / Jira Service Management.
• Align ITSM tools with SAP Solution Manager / SAP Focused Run.
• Support automation, analytics, and reporting enhancements.
• Ensure tooling supports standardized and scalable processes.
  
  

Required Skills & Experience

Mandatory

• 6+ years of experience in ITSM and process excellence roles.
• Strong experience leading ITIL-based process improvement initiatives.
• Proven ability to lead cross-functional, multi-vendor process initiatives.
• Excellent analytical, facilitation, and stakeholder management skills.
  
  

Recommended Certifications

• ITIL Expert & ITIL v4 Foundation
• ISO 20000 or ISO 9001
• Certified Scrum Master (CSM)
• DevOps Master