MS - IT Infra/Cloud - Sr. Manager - Service Delivery Leads - Workplace Services - operate

Industry/Sector

Not Applicable

Specialism

Managed Services

Management Level

Senior Manager

Job Description & Summary

At PwC, our people in infrastructure focus on designing and implementing robust, secure IT systems that support business operations. They enable the smooth functioning of networks, servers, and data centres to optimise performance and minimise downtime.

Those in cloud operations at PwC will focus on managing and optimising cloud infrastructure and services to enable seamless operations and high availability for clients. You will be responsible for monitoring, troubleshooting, and implementing industry leading practices for cloud-based systems.

Growing as a strategic advisor, you leverage your influence, expertise, and network to deliver quality results. You motivate and coach others, coming together to solve complex problems. As you increase in autonomy, you apply sound judgment, recognising when to take action and when to escalate. You are expected to solve through complexity, ask thoughtful questions, and clearly communicate how things fit together. Your ability to develop and sustain high performing, diverse, and inclusive teams, and your commitment to excellence, contributes to the success of our Firm.

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

• Craft and convey clear, impactful and engaging messages that tell a holistic story.
• Apply systems thinking to identify underlying problems and/or opportunities.
• Validate outcomes with clients, share alternative perspectives, and act on client feedback.
• Direct the team through complexity, demonstrating composure through ambiguous, challenging and uncertain situations.
• Deepen and evolve your expertise with a focus on staying relevant.
• Initiate open and honest coaching conversations at all levels.
• Make difficult decisions and take action to resolve issues hindering team effectiveness.
• Model 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.
• – Workplace & End User Computing (EUC) Services Lead – Senior Manager
• Lead and manage Workplace and End User Computing (EUC) services delivery across enterprise environments, ensuring high availability, performance, and user experience across endpoint, collaboration, mobility, and digital workplace platforms.

Key Responsibilities:

• Lead Workplace and EUC service delivery across multiple engagements ensuring SLA, KPI, and OLA adherence;
• Provide strategic direction for endpoint management including Windows, macOS, mobile devices, and virtual desktops (VDI);
• Oversee application delivery, endpoint security, patching, and compliance across enterprise environments;
• Lead major incident management and participate in triage calls for critical workplace outages;
• Drive continuous improvement initiatives for EUC services including automation and self-service capabilities;
• Manage cross-functional teams including desktop support, mobility, collaboration, and endpoint engineering;
• Define and enforce EUC standards, policies, and governance models;
• Oversee deployment and lifecycle management of endpoint devices and workplace technologies;
• Collaborate with security teams to ensure endpoint protection, compliance, and risk mitigation;
• Manage vendor relationships and third-party services related to workplace technologies;
• Lead workplace transformation initiatives including cloud-based endpoint management (Intune, SCCM, M365);
• Develop and maintain reporting dashboards for workplace performance, user experience, and service metrics;
• Support audits and compliance initiatives ensuring adherence to IT control frameworks;
• Drive user experience improvements through analytics and feedback mechanisms;

Technical & Functional Skills:

• Strong expertise in endpoint management tools (SCCM/MECM, Intune, JAMF);
• Experience with Microsoft 365, collaboration tools, and identity management (Azure AD);
• Knowledge of Virtual Desktop Infrastructure (VDI) technologies (Citrix, VMware Horizon);
• Understanding of endpoint security (Defender, encryption, compliance policies);
• Experience with ITSM tools (ServiceNow) and ITIL processes;
• Strong understanding of OS platforms (Windows, macOS, iOS, Android);
• Experience with automation and scripting (PowerShell);
• Knowledge of patch management, software distribution, and asset lifecycle management;

Leadership Responsibilities:

• Lead and mentor cross-functional EUC teams;
• Manage staffing, training, and performance management;
• Drive stakeholder engagement and client relationship management;
• Oversee budget planning and resource allocation;
• Ensure delivery excellence and continuous service improvement;

Professional Experience:

Minimum 7+ years of experience in IT operations with strong focus on Workplace and EUC services, including leadership experience managing teams and large-scale enterprise environments.

Education:

Bachelor’s degree required; Master’s degree preferred.

Travel Requirements

Not Specified

Job Posting End Date

July 27, 2026