PwC
Website:
pwc.com
Job details:
At PwC, our people in software and product innovation focus on developing cutting-edge software solutions and driving product innovation to meet the evolving needs of clients. These individuals combine technical experience with creative thinking to deliver innovative software products and solutions. Those in software engineering at PwC will focus on developing innovative software solutions to drive digital transformation and enhance business performance. In this field, you will use your knowledge to design, code, and test cutting-edge applications that revolutionise industries and deliver exceptional user experiences.
The Opportunity
When you join PwC Acceleration Centers (ACs), you step into a pivotal role focused on actively supporting various Acceleration Center services, from Advisory to Assurance, Tax and Business Services. In our innovative hubs, you’ll engage in challenging projects and provide distinctive services to support client engagements through enhanced quality and innovation. You’ll also participate in dynamic and digitally enabled training that is designed to grow your technical and professional skills.
Summary
As a Senior Manager in PwC’s ServiceNow practice, you will lead enterprise-scale digital transformation
programs leveraging the full power of the ServiceNow platform, including modern AI capabilities such as
ServiceNow GenAI, Predictive Intelligence, Virtual Agent, Automation Engine, and AI-powered workflow
optimization.
With 12+ years of experience, you will architect scalable solutions, guide complex implementations, and
partner with senior client leaders to drive platform strategy, automation, and AI-enabled service experience
improvements.
Responsibilities:
Client Delivery & Architecture
Architect and lead the delivery of multi-tower ServiceNow solutions across ITSM, ITOM, HRSD, CSM,
FSM, SPM, and custom applications.
Design AI-powered Workflows, Leveraging:
- ServiceNow GenAI for summarization, natural language understanding, and content generation
- Predictive Intelligence for clustering, classification, and next-best-action recommendations
- Virtual Agent + NLU for conversational automation
- Automation Engine (RPA, Integration Hub) for end-to-end process automation
- Performance Analytics to build data-driven dashboards and insights
Develop platform blueprints including integration strategy, CMDB/CI modeling, data architecture,
governance, and security.
Oversee end-to-end delivery from requirements and design through deployment and hypercare.
Ensure architecture alignment with ServiceNow AI best practices and PwC quality standards.
Engagement Management
Manage multiple, complex ServiceNow programs and ensure delivery outcomes across scope,
schedule, financials, and risk.
Lead solution planning, resource modeling, and quality assurance activities.
Drive client conversations and maintain executive-level engagement and satisfaction.
Support SOW creation, estimation, and governance processes.
Stakeholder Management & Advisory
Advise Service Management leaders and enterprise architects on AI-enabled operating models and
ServiceNow transformation strategies.
Conduct workshops, platform visioning, maturity assessments, and roadmap planning with AI adoption
in mind.
Translate complex technical designs—including AI training data, ML models, NLU intents, and
automation frameworks—into business-aligned discussions.
Team Leadership & Development
Lead cross-functional delivery teams including architects, developers, AI specialists, business analysts,
testers, and offshore teams.
Mentor teams in modern ServiceNow capabilities, including GenAI use cases, predictive modeling, and
automation best practices.
Support practice development through knowledge sharing, reusable asset creation, and thought
leadership.
Business Development
Drive pre-sales engagements, including AI-enabled solutioning, demos, and proof-of-concepts.
Contribute to pursuits, proposals, account strategy, and PwC points of view on AI-led workflow
transformation.
Develop and promote industry-aligned use cases that incorporate ServiceNow’s latest AI features.
Required Skills & Experience
12+ years of IT consulting experience with 8–10+ years in ServiceNow delivery and architecture.
Proven Experience Architecting ServiceNow Solutions That Incorporate:
- GenAI capabilities (Now Assist, AI Search, content summarization, knowledge generation)
- Predictive Intelligence (classification, similarity, clustering models)
- Virtual Agent with NLU (intent models, conversational design)
- Automation Engine / Integration Hub / RPA technologies
- Data-driven insights using Performance Analytics or custom analytics models
Deep knowledge of ServiceNow design, scripting (JavaScript), advanced integrations (REST/SOAP,
OAuth), CMDB modeling, and platform governance.
Strong background in designing scalable, secure, and AI-optimized ServiceNow architectures.
Experience leading large enterprise implementations with globally distributed teams.
Proficiency with Agile/SAFe methodologies and CI/CD pipelines for ServiceNow.
Excellent communication, storytelling, and executive stakeholder management.
Qualifications:
Bachelor’s or Master’s degree in Computer Science, Engineering, Information Technology, or related
field.
ServiceNow Certifications Such As:
- Certified System Administrator (CSA) – Mandatory
- CIS (ITSM/ITOM/HRSD/CSM/SPMetc.)
- Certified Application Developer (CAD)
- GenAI / AI-related ServiceNow accreditations
- Certified Technical Architect (CTA) – highly preferred
Experience delivering GenAI or machine-learning solutions outside of ServiceNow a plus.
Knowledge of ITIL, COBIT, enterprise architecture, integration patterns, and cloud ecosystems.
The Opportunity
When you join PwC Acceleration Centers (ACs), you step into a pivotal role focused on actively supporting various Acceleration Center services, from Advisory to Assurance, Tax and Business Services. In our innovative hubs, you’ll engage in challenging projects and provide distinctive services to support client engagements through enhanced quality and innovation. You’ll also participate in dynamic and digitally enabled training that is designed to grow your technical and professional skills.
As part of the Software and Product Innovation team you will lead pre-sales and business development for Microsoft 365 Productivity Suite offerings, shaping solution strategies and driving go-to-market initiatives. As a Senior Manager, you will leverage your technical acumen and commercial savvy to navigate complex enterprise engagements, promoting successful outcomes through exemplary stakeholder management. This position provides an exciting opportunity to influence the future of Microsoft 365 solutions while collaborating with diverse teams and presenting to executive-level stakeholders.
Responsibilities
- Direct pre-sales and business development efforts for Microsoft 365 solutions
- Shape strategic approaches for solution offerings and market entry
- Utilize technical knowledge to manage complex enterprise projects
- Secure successful outcomes through impactful stakeholder engagement
- Collaborate with diverse teams to drive innovative solutions
- Present strategies and results to executive-level stakeholders
- Analyze market trends to inform product development strategies
- Mentor team members to enhance their professional growth
What You Must Have
- Bachelor's Degree
- 12 years of experience
- Oral and written proficiency in English required
What Sets You Apart
- 12 years of experience in enterprise IT
- Microsoft Certified: Cybersecurity Architect Specialists
- Microsoft Certified: Azure Administrator Associate
- ITIL 4 Foundation
- PMP or PRINCE2 for program governance
- Excelling in executive presence and storytelling
- Managing stakeholder relationships across various functions
- Designing solutions for M365 workloads and security controls
- Familiarity with migration tooling and CRM platforms
Click on Apply to know more.