Service Delivery & ITSM Coordinator - Senior Analyst

About the role

PwC is expanding its Managed Services practice in Wellington and is looking for a proactive Service Delivery & ITSM Coordinator. You will support the operational delivery of multi‑platform services across Salesforce, Adobe AEM and MuleSoft, ensuring smooth incident, request, change and problem management.

Key responsibilities

• Coordinate ITIL‑aligned service processes and monitor service performance.
• Manage escalations, incidents and change workflows to maintain SLA compliance.
• Act as the primary liaison between technical teams and service delivery stakeholders.
• Produce accurate service reports and maintain consistent operational standards.
• Participate in on‑call rotations and contribute to continuous improvement initiatives.

Required profile

• 2–4+ years of experience in IT Service Management, Service Desk or Service Delivery coordination.
• Strong communication skills with the ability to translate technical information for business audiences.
• High attention to detail and ability to manage multiple priorities.
• Willingness to obtain ITIL v4 Foundation certification within six months if not already held.

Required skills

• ITIL practices (Incident, Request, Change, Problem Management).
• Experience with ITSM tools such as Jira Service Management or ServiceNow.
• Exposure to Salesforce, Adobe AEM or MuleSoft.
• Understanding of multi‑platform or cloud‑based environments.