Service Delivery & ITSM Coordinator - Senior Analyst at pwc

Wellington, Wellington, New Zealand -

Full Time

Start Date

Immediate

Expiry Date

17 May, 26

Salary

0.0

Posted On

16 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

IT Service Management, Service Delivery Coordination, ITIL, Incident Management, Request Management, Problem Management, Change Management, Salesforce, Adobe AEM, MuleSoft, ITSM Tools, Jira Service Management, ServiceNow, Reporting, SLA Compliance, Communication

Industry

Professional Services

Description

Management Level Senior Associate Job Description & Summary Kia ora, Do more than take the next step. Take the next leap. Explore careers at PwC New Zealand. At PwC, our purpose is clear: to build trust in society and solve important problems. Join our diverse whānau of experts and be supported with coaching, flexibility, and a culture where you truly belong. Here, you’ll work with world-leading technology - including A.I. - bringing your people-focussed skills and experience to deliver outcomes that matter. This is a place to keep growing. You’ll learn from the best, take on meaningful challenges, and make a lasting impact for our clients, our communities, and Aotearoa. Ngā Kōrero mo tēnei tūranga / About the role Join our dedicated team in Pōneke / Wellington as Service Delivery & ITSM Coordinator. We are seeking an organised and proactive Service Delivery & ITSM Coordinator to support the operational delivery of our multi-platform managed services across Salesforce, Adobe, and MuleSoft. In this role, you will coordinate ITIL-aligned service processes, monitor service performance, manage escalations, and ensure incident and change workflows run smoothly. You will act as a key point of contact between technical teams and service delivery stakeholders, helping maintain SLA compliance, accurate reporting, and consistent operational standards. This role plays an important part in driving service quality and continuous improvement across our managed services environment. This position is ideal for someone with strong communication skills, a solid understanding of ITIL practices, and a desire to grow their career in IT Service Management within complex, enterprise-level environments. Your day-to-day responsibilities will include: Coordinate day-to-day ITSM activities across Salesforce, Adobe AEM, and MuleSoft platforms within a managed services environment. Monitor incident, request, problem, and change workflows to ensure tickets progress correctly and SLAs are met. Support escalation processes by gathering required information and directing issues to appropriate technical teams. Prepare and maintain service documentation, including runbooks, process guides, and knowledge base articles. Assist with Change Management activities, including CAB preparation, scheduling, and deployment readiness checks. Contribute to post-incident reviews by capturing details, documenting outcomes, and tracking action items. Generate or support the creation of service performance reports, dashboards, and KPI summaries. Collaborate with Service Delivery Leads and platform specialists to ensure consistent service operations and governance. Communicate clearly with internal teams and clients, providing updates on ticket progress, risks, and service impacts. Identify opportunities to improve ITSM workflows, automation, or operational processes. Ensure adherence to ITIL-aligned service management procedures and organisational governance standards. Ngā pūkenga kei a koe / Skills and experience We are looking for professionals with 2–4+ years of proven experience in IT Service Management, Service Desk, or Service Delivery Coordination Strong understanding of ITIL practices, including Incident, Request, Change, and Problem Management. Experience working in multi-platform or cloud-based environments. Exposure to Salesforce, Adobe AEM, or MuleSoft (operational or conceptual knowledge). Hands-on experience with ITSM tools such as Jira Service Management or ServiceNow. Strong organisational skills with the ability to manage multiple service activities and priorities. Excellent communication skills, capable of translating technical information into clear, business-friendly updates. High attention to detail and the ability to follow structured service processes. Interest in cloud platforms, digital experience technologies, or integration solutions. Desirable ITIL v4 Foundation certification (or willingness to complete within 6 months). Experience supporting enterprise cloud ecosystems or integration platforms. Familiarity with Salesforce platform operations, Adobe AEM workflows, or MuleSoft API lifecycle concepts. Experience working in a managed services or multi-client support environment. Ability to create service reports, dashboards, or performance insights. Ngā āhuatanga hirahira o te mahi ki PwC / Highlights of working at PwC NZ Growth - Global network; leadership development; AI tools and training; formal learning pathways Reputation - PwC is known for shaping tomorrow. Join us and you’ll accelerate your career while helping clients and communities solve their most important problems. Wellbeing - Life & income protection; Sonder/EAP/Headspace; 15 days’ paid sick leave; group-rate health insurance (eligibility applies) Flexibility - Flexible working; supportive coaching culture Time off - Purchase up to two extra weeks’ annual leave; two recognition days provided each year; annual summer shutdown period Whānau & community - Paid parental leave for all parents with flexible options and financial planning support; inclusive networks; paid volunteering leave Rewards - Discretionary bonus opportunities; generous referral bonuses; retail discounts & deals Mo te aha tāu e tatari ana? / What are you waiting for? Hit Apply now. To learn how you can grow and shine in your career at PwC, visit our careers site at https://www.pwc.co.nz/careers.html. Grow here. Go further. Ngā whakautu ki o pātai / Your questions answered Tono tōtika mai / Please apply directly: We’re not currently partnering with recruitment agencies for this role. If you’d like to be considered, please apply directly - we’d love to hear from you. Atamai Hangahanga / A.I. usage: Please note that secure, A.I.-enabled tools may support parts of our recruitment process, but all applications are reviewed and decisions made by our people. Travel Requirements Not Specified Available for Work Visa Sponsorship? No Job Posting End Date Are you ready to make a difference? Want to unlock new value by applying your unique perspective and talents? You can grow exponentially at PwC. Here, you can uncover hidden talents, build lifelong relationships rooted in trust and empathy and turn challenges into opportunities for innovation. We’ll help you grow your skills through challenging, meaningful work so you can go further.

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Responsibilities

The coordinator will manage day-to-day ITSM activities across Salesforce, Adobe AEM, and MuleSoft platforms, monitoring workflows for incidents, requests, problems, and changes to ensure SLA compliance. Responsibilities also include supporting escalations, maintaining documentation, assisting with Change Management, contributing to post-incident reviews, and generating performance reports.