Cloud Managed Services – Sales & Solution Specialist - Senior Manager

ITSM Managed Services – Sales & Solution Specialist

Join to apply for the ITSM Managed Services – Sales & Solution Specialist role at PwC

ITSM Managed Services – Sales & Solution Specialist

Join to apply for the ITSM Managed Services – Sales & Solution Specialist role at PwC

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Specialism

IFS - Internal Firm Services - Other

Job Description & Summary

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.

As a managed service delivery generalist at PwC, you will execute outsourced processes, such as client and customer interaction; data review, enrichment and processing; implementing and monitoring quality controls; and resolving escalations and queries.

Company Overview

PwC Overview :

At PwC, we measure success by our ability to create the value that our clients and our people are looking for. Our reputation lies in building lasting relationships with our clients and a focus on delivering value in all we do. We’re a network of firms in 152 countries with more than 328,000 people who are committed to delivering world-class capabilities and quality in assurance, tax and advisory services

PwC Middle East Overview :

Established in the region for over 40 years, PwC Middle East employs over 10,000 people across 12 countries : Bahrain, Egypt, Iraq, Jordan, Kuwait, Lebanon, Libya, Oman, Qatar, Saudi Arabia, Palestine and the United Arab Emirates. Complementing our depth of industry expertise and breadth of skills is our sound knowledge of local business environments across the Middle East region. Our tailored solutions help our clients meet the challenges and opportunities of doing business in the Middle East market, and beyond

Corporate Culture & Working Environment :

Our culture is one of inclusivity and care, where we respect each other and our differences. It's one that supports collaboration, teamwork and innovation and one that embraces difference. We support everyone having a voice and feeling empowered to challenge the status quo, bringing new ideas to the table

As PwC staff, you will have the chance to collaborate across level, line of services, and global network. Not only in terms of work, get involved too in firm-wide events

Line of Service and Overview :

Managed Services is the delivery and execution business within PwC, providing operational solutions for clients. It brings the best of PwC’s advisory capabilities, our technology expertise and our operational delivery to help clients solve complex problems

Job Details

Job Summary :

What does this role aim to achieve in the firm / what impact does the role create

Leads the pre-sales and solution development for IT Service Management (ITSM) managed services. Responsible for crafting scalable, SLA-driven solutions leveraging industry-standard tools (e.g., ServiceNow, BMC, MicroFocus) and frameworks (ITIL, COBIT) to transform client IT operations.

Roles and Responsibilities :

Daily tasks and delivery expectation

• Lead client engagements focused on transforming and managing ITSM operations.
• Analyze client service delivery challenges and develop value-driven managed service proposals.
• Design ITSM operating models covering Incident, Problem, Change, CMDB, Request, Knowledge, and Service Catalog.
• Define service levels (SLAs, XLAs), governance models, KPIs, and reporting structures.
• Integrate ITSM with AIOps, automation, and observability platforms to reduce MTTR and improve service quality.
• Participate in pricing strategy and cost modeling, aligning effort with service scope and tooling.
• Collaborate with platform SMEs and operations teams to validate service delivery capabilities.
• Position ITSM as a key enabler for IT modernization, cloud, Application, security and digital workplace initiatives.
• Respond to RFPs / RFIs and prepare high-quality documentation, SOWs, and solution blueprints.
• Ensure compliance with regulatory, security, and audit requirements.

Line of Service

Internal Firm Services

Industry / Sector

Not Applicable

Specialism

IFS - Internal Firm Services - Other

Management Level

Senior Manager

Job Description & Summary

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.

As a managed service delivery generalist at PwC, you will execute outsourced processes, such as client and customer interaction; data review, enrichment and processing; implementing and monitoring quality controls; and resolving escalations and queries.

Company Overview

PwC Overview :

At PwC, we measure success by our ability to create the value that our clients and our people are looking for. Our reputation lies in building lasting relationships with our clients and a focus on delivering value in all we do. We’re a network of firms in 152 countries with more than 328,000 people who are committed to delivering world-class capabilities and quality in assurance, tax and advisory services

PwC Middle East Overview :

Established in the region for over 40 years, PwC Middle East employs over 10,000 people across 12 countries : Bahrain, Egypt, Iraq, Jordan, Kuwait, Lebanon, Libya, Oman, Qatar, Saudi Arabia, Palestine and the United Arab Emirates. Complementing our depth of industry expertise and breadth of skills is our sound knowledge of local business environments across the Middle East region. Our tailored solutions help our clients meet the challenges and opportunities of doing business in the Middle East market, and beyond

Corporate Culture & Working Environment :

Our culture is one of inclusivity and care, where we respect each other and our differences. It's one that supports collaboration, teamwork and innovation and one that embraces difference. We support everyone having a voice and feeling empowered to challenge the status quo, bringing new ideas to the table

As PwC staff, you will have the chance to collaborate across level, line of services, and global network. Not only in terms of work, get involved too in firm-wide events

Line of Service and Overview :

Managed Services is the delivery and execution business within PwC, providing operational solutions for clients. It brings the best of PwC’s advisory capabilities, our technology expertise and our operational delivery to help clients solve complex problems

Job Details

Job Summary :

What does this role aim to achieve in the firm / what impact does the role create

Leads the pre-sales and solution development for IT Service Management (ITSM) managed services. Responsible for crafting scalable, SLA-driven solutions leveraging industry-standard tools (e.g., ServiceNow, BMC, MicroFocus) and frameworks (ITIL, COBIT) to transform client IT operations.

Roles and Responsibilities :

Daily tasks and delivery expectation

Expected Skills :

Specific learned abilities or technical skills

Expected Competencies :

Values, behaviors & attitude

Required Language Skills :

Proficient in written and spoken English. Arabic is a plus

Minimum Education and Specific Qualification :

Bachelor's in Information Technology, Computer Science, or related field.

Years of

Experience :

10 Years + of experience in ITSM pre-sales or solution design roles.

Required Skills

Optional Skills

Accepting Feedback, Accepting Feedback, Active Listening, Analytical Thinking, Business Process Outsourcing, Claims Performance Management, Coaching and Feedback, Communication, Complaint Management, Compliance Auditing, Compliance Review, Contract Review, Corrective Actions, Creativity, Customer Data Management (CDM), Customer Due Diligence, Customer Handling, Data Entry, Data Quality, Data Quality Assessment, Delivery Excellence, Embracing Change, Emotional Regulation, Empathy, Inclusion {+ 28 more}

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Available for Work Visa Sponsorship?

Government Clearance Required?

Job Posting End Date

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Full-time

Job function

Job function

Information Technology

Industries

Professional Services

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ITSM Managed Services – Sales & Solution Specialist

ITSM Managed Services – Sales & Solution Specialist

Riyadh, Riyadh, Saudi Arabia 11 hours ago

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