Service Delivery & ITSM Coordinator - Senior Analyst

About the role Kia ora, at PwC you’ll work in our Managed Services practice as a Service Delivery & ITSM Coordinator delivering ongoing specialist services that create real, tangible value for clients. In Wellington you will coordinate ITIL‑aligned service processes, monitor service performance, manage escalations, and ensure incident and change workflows run smoothly. You will be the key point of contact between technical teams and service delivery stakeholders, helping maintain SLA compliance, accurate reporting, and consistent operational standards. The role 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. This position includes on‑call hours. Responsibilities • Coordinate the delivery of multi‑platform managed services across Salesforce, Adobe, and MuleSoft. • Coordinate ITIL‑aligned service processes, including Incident, Request, Change, and Problem Management. • Monitor service performance and manage escalations. • Ensure incident and change workflows run smoothly and that SLA compliance is maintained. • Act as a key point of contact between technical teams and service delivery stakeholders. • Maintain accurate reporting and consistent operational standards. Qualifications & Experience 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. Highlights of working at PwC NZ Rewards – Discretionary bonus opportunities; generous referral bonuses; retail discounts & deals. Growth – Global network; leadership development; A.I. tools and training; formal learning pathways. Wellbeing – $250 annual wellbeing allowance; life & income protection; Sonder/EAP/Headspace; 15 days paid sick leave; group‑rate health insurance (eligibility applies). Reputation – PwC is known for shaping tomorrow. Flexibility – Flexible working; supportive coaching culture. Time off – Two paid recognition days off each year during the annual summer shutdown period; purchase up to two extra weeks’ annual leave. Whānau & community – Paid parental leave for all parents with flexible options and financial planning support; inclusive networks; paid volunteering leave. Employment Information Travel requirements: Not specified. Available for work visa sponsorship: No. Application Process We are not currently partnering with recruitment agencies for this role. Apply directly – early applications are encouraged as the role may close before the listed date if we identify a suitable candidate. Motuhake / Independence – Maintaining independence is fundamental to demonstrating that PwC has not been influenced by any relationships or situations that undermine our objectivity. This role requires an independence review process. #J-18808-Ljbffr