ITSM Managed Services Sales And Solution Specialist

PwC Middle East

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.
  
  

Expected Skills

Specific learned abilities or technical skills

• Hands-on knowledge of leading ITSM platforms.
• Familiarity with SRE, XLAs, and automation in service operations.
• Experience engaging with enterprise clients across middle east.
• ITIL Expert or Managing Professional certification is required.
  
  

Expected Competencies

Values, behaviors & attitude

• Strong communication skills and ability to build trusted relationships
• Strong technology services domain knowledge to lead conversations and create thought leaderships
• Executive level presence and influence
• Good negotiation skills
• Business and commercial acumen
• Able to demonstrate agility between complex deals and simplification of messages
  
  

Required Language Skills

Proficient in written and spoken English. Arabic is a plus

Minimum Education And Specific Qualification

Bachelors in Information Technology, Computer Science, or related field.

Years of

Experience

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

Education (if blank, degree and/or field of study not specified)

Degrees/Field of Study required:Degrees/Field of Study preferred: