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.
- – Network & Voice Support Managed Services Lead – Senior Manager
- Lead and manage Network and Voice Managed Services operations across enterprise environments, ensuring high availability, performance, and reliability of network infrastructure and unified communications platforms.
Key Responsibilities:
- Lead Network & Voice service delivery ensuring SLA, KPI, and OLA adherence across multiple engagements;
- Provide strategic direction for enterprise network infrastructure including LAN, WAN, SD-WAN, Wi
- Fi, and data center networking;
- Oversee voice and unified communications platforms including VoIP, SIP, call center technologies, and collaboration voice integrations;
- Lead major incident management and participate in triage calls for critical network or voice outages;
- Drive continuous improvement initiatives including network automation, monitoring enhancements, and performance optimization;
- Manage cross-functional teams including network engineers, voice engineers, NOC teams, and vendors;
- Define and enforce network and voice standards, policies, and governance frameworks;
- Oversee capacity planning, performance tuning, and availability management;
- Collaborate with security teams to ensure network security, segmentation, firewall policies, and compliance;
- Manage vendor relationships including telecom providers, ISPs, and OEMs;
- Lead transformation initiatives such as SD-WAN adoption, cloud networking, and unified communications modernization;
- Develop and maintain dashboards for network performance, uptime, latency, packet loss, and voice quality metrics;
- Support audits and compliance initiatives ensuring adherence to regulatory and IT control frameworks;
- Drive root cause analysis (RCA) and problem management for recurring network and voice issues;
Technical & Functional Skills:
- Strong expertise in networking technologies (routing, switching, BGP, OSPF, MPLS);
- Experience with SD-WAN solutions and cloud networking (AWS/Azure networking);
- Knowledge of voice technologies including VoIP, SIP, PBX, call routing, and contact center platforms;
- Experience with network monitoring tools (SolarWinds, Nagios, Splunk, Grafana);
- Understanding of network security (firewalls, VPN, IDS/IPS, Zero Trust);
- Experience with ITSM tools (ServiceNow) and ITIL processes;
- Strong troubleshooting skills across network and voice domains;
- Experience with automation and scripting (Python, Ansible);
Leadership Responsibilities:
- Lead and mentor network and voice engineering 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 network and voice services, including leadership experience managing enterprise-scale environments.
Education:
Bachelor’s degree required; Master’s degree preferred.
Travel Requirements
Not Specified
Job Posting End Date
July 27, 2026
