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.

Driven by curiosity, you are a reliable, contributing member of a team. In our fast-paced environment, you are expected to adapt to working with a variety of clients and team members, each presenting varying challenges and scope. Every experience is an opportunity to learn and grow. You are expected to take ownership and consistently deliver quality work that drives value for our clients and success as a team. As you navigate through the Firm, you build a brand for yourself, opening doors to more opportunities.

Skills

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

• Apply a learning mindset and take ownership for your own development.
• Appreciate diverse perspectives, needs, and feelings of others.
• Adopt habits to sustain high performance and develop your potential.
• Actively listen, ask questions to check understanding, and clearly express ideas.
• Seek, reflect, act on, and give feedback.
• Gather information from a range of sources to analyse facts and discern patterns.
• Commit to understanding how the business works and building commercial awareness.
• Learn and apply professional and technical standards (e.g. refer to specific PwC tax and audit guidance), uphold the Firm's code of conduct and independence requirements.

SLM And Reporting

Role Overview

The Service Level Management (SLM) & Reporting Analyst is responsible for end-to-end monitoring, analysis, and reporting of IT service performance. This role ensures service levels are accurately measured, proactively managed, and continuously improved through data-driven insights, strong governance, and close collaboration with stakeholders and service partners.

Key Responsibilities

• Own and manage service level monitoring and reporting across IT services, ensuring accuracy, completeness, and transparency
• Track and report service performance against agreed SLAs, KPIs, and common service levels
• Develop, document, and maintain SLM procedures, metrics, and reporting standards, aligned to service management policies
• Define and manage data sets and input variables required for service level measurement and reporting
• Implement trend analysis and early-warning indicators to proactively identify potential SLA risks and breaches
• Produce clear, accurate, and timely service performance reports for operational and leadership reviews
• Lead monthly service level reviews and recommend improvement actions across services and suppliers
• Drive and track service level improvement plans, ensuring timely implementation and measurable outcomes
• Enable integrated dashboards and performance analytics, leveraging automation and smart reporting tools
• Ensure stakeholders have access to reliable performance data and reporting systems
• Deliver quarterly service performance improvement reports highlighting trends, improvements, and optimization opportunities
• Ensure ongoing reporting compliance and data validation, supporting audit and governance requirements

Required Skills & Experience

• 2-8 years of experience in Service Level Management, Reporting, or ITSM roles
• Proven ability to manage SLA/KPI monitoring, reporting, and improvement planning
• Strong analytical skills with experience in trend analysis and performance insights
• Experience working with ITSM tools and reporting dashboards (e.g., ServiceNow or similar)
• Excellent stakeholder communication and coordination skills
• Experience working in large, complex, or multi-vendor IT environments
• Willingness to work in 24x7 shift-based operations

Preferred Qualifications

• ITIL certification (ITIL 4 preferred)
• Experience with service analytics, automation, or performance reporting platforms