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IFS - Tech Advisory - Business Partner - Manager

PricewaterhouseCoopers

Dubai, UAE

Ref: HP639-1334

Job description / Role

Line of Service
Internal Firm Services

Specialism
IFS - Information Technology (IT)

Management Level
Manager

Job Description & Summary
A career in Information Technology, within Internal Firm Services, will provide you with the opportunity to support our core business functions by deploying applications that enable our people to work more efficiently and deliver the highest levels of service to our clients. You'll focus on managing the design and implementation of technology infrastructure within PwC, developing and enhancing both client and internal facing applications within PwC, and providing technology tools that help create a competitive advantage for the Firm to drive strategic business growth.

Our Business Analysis - Practice Support team oversees Information Technology project lifecycles to help align our Information Technology solutions with our business needs by identifying and addressing gaps. As a part of the team, you'll help optimise opportunity cost, document the right requirements to create solutions that meet user needs, improve efficiency by reducing rework, and shortening project timelines.

Act as a Relationship Manager
• Build strong, collaborative relationships with business clients
• Build strong, collaborative relationships with IT service owners
• Track client satisfaction with services provided
• Continuously improve, based on feedback from clients
• Communicate With Business Stakeholders
• Ensure that effective communication occurs related to service delivery and project delivery (e.g. planned downtime, changes, open tickets)
• Manage expectations of multiple business stakeholders
• Provide a clear point of contact within IT for each business stakeholder
• Act as a bridge between IT and the business

Service Delivery
• Service delivery breaks out into three activities: service status, changes, and service desk tickets
• Understand at a high level the services and technologies in use
• Work with clients to plan and make sure they understand the relevance and impact of IT changes to their operations
• Define, agree to, and report on key service metrics
• Act as an escalation point for major issues with any aspect of service delivery
• Work with service, owners to develop and monitor service improvement plans

Project Delivery
• Ensure that the project teams provide regular reports regarding project status, issues, and changes
• Work with project managers and clients to ensure projects requirements are well understood and documented and approved by all stakeholders
• Ensure that the project teams provide key project metrics on a regular basis to all relevant stakeholders

Knowledge of the Business
• Understand the main business activities for each department
• Understand which IT services are required to complete each business activity
• Understand business processes and associated business activities for each user group within a department (Level 2)

Advocate for Your Business Clients
• Act as an advocate for the client - be invested in client success
• Understand the strategies and plans of the clients and help develop an IT strategic plan/roadmap that maps to business strategies
• Help the business understand project governance processes
• Help clients to develop proposals and advance them through the project intake and assessment process

Influence Business and IT Stakeholders
• Influence business and IT stakeholders at multiple levels of the organization in order to help clients achieve their business objectives
• Leverage existing relationships to convince decision-makers to move forward with business and IT initiatives that will benefit the department and the organization as a whole
• Understand and solve issues and challenges such as differing agendas, political considerations, and resistance to change

Knowledge of the Market
• Understand the industry - trends, competition, future direction
• Leverage what others are doing to bring innovative ideas to the organization
• Understand what end customers expect with regards to IT services and bring this intelligence to business leaders and decision-makers

Value Creator
• Understand how services currently offered by IT can be put to best use and create value for the business
• Work collaboratively with clients to define and prioritise technology initiatives (new or enhanced services) that will bring the most business benefit
• Lead initiatives that help the business achieve or exceed business goals and objectives
• Lead initiatives that create business value (increased revenue, lower costs, increased efficiency) for the organization

Innovator
• Lead initiatives that result in new and better ways of doing business
• Identify opportunities for using IT in new and innovative ways to bring value to the business and drive the business forward
• Leverage knowledge of the business, knowledge of the industry, and knowledge of leading edge technological solutions to transform the way the business operates and provides services to its customers

Requirements

Position Requirements

Qualifications & Education
• Formal education or several years of work experience in a relevant business or technology discipline
• A leader who has worked in a business-facing IT organization with demonstrated experience in partnering with business stakeholders

Skills
• Able to work with senior stakeholders to influence the status quo
• Offers constructive suggestions and acts as a trusted advisor to the business
• Highly motivated and self-directed; able to effectively prioritize and execute while under pressure
• Strong customer service orientation
• Experience working in a team-oriented, collaborative environment
• Empathetic and with strong interpersonal skills; able to influence, negotiate and resolve conflict
• Proven ability to communicate and explain complex issues in clear, concise, persuasive language both verbally and in writing
• Highly adaptable and flexible; able to adjust quickly to new situations and changing priorities
• Able to offer creative, innovative, and strategic solutions to business challenges
• Facilitate and influence end to end engagement to achieve desired business outcomes

Knowledge & Experience
• Significant experience working in a large, complex, and customer-focused service delivery environment, in support of a business strategy
• Excellent understanding of one or more business areas and a comprehensive understanding of the IT organization
• Experience facilitating change management involving business processes and organizational change
• Demonstrated knowledge of core business processes and operations
• Demonstrated knowledge of strategic use of technology to optimize business objectives
• Understand and able to communicate core concepts and lifecycle of IT lines of service (e.g. hardware, software, security, project management)
• Understand and able to communicate complex business requirements to the technology teams
• Understand and able to communicate technology fundamentals to business teams
• Proven experience facilitating identification of creative solutions
• Proven experience conducting business analysis and soliciting, understanding, and verifying business requirements
• Able to communicate up and down the management chain, providing the appropriate message to the audience

About the Company

PwC firms help organizations and individuals to create the value they're looking for.

We're a network of firms in 158 countries with close to 169,000 people who are committed to delivering quality in assurance, tax and advisory services. PwC is the brand under which member firms of PricewaterhouseCoopers International Limited (PwCIL) operate and provide services. Together, these firms form the global PwC network.

In our 3 key areas of business or Lines of Service Assurance, Tax, and Advisory we work with our clients from business start ups to the worlds leading organizations to measure, protect and enhance the things that matter most to them.

We help our own people to learn, discover, develop and make a real difference all the way through their working lives. And we have big ambitions to grow.

PwC Middle East Region is part of what we call the Central Cluster and includes the UK, Europe and Africa as well as the Middle East. The region consists of 12 markets - UAE, Saudi Arabia, Qatar, Kuwait, Bahrain, Oman, Jordan, Lebanon, Egypt, Libya, Iraq and Palestine.

PwC has been established in the region for over 40 years, we already employ over 4500 people and we are on course to become the Middle East number one professional service firm.

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