Service Delivery Manager
Posted 9 hours 44 minutes ago by KPMG
About KPMG
Together with more than 273,000 colleagues in 143 countries throughout our member firms, people at KPMG imagine big ideas and bring solutions to life for clients both big and small. A role with KPMG International will open a world of opportunity in your career.
KPMG International helps set the strategy and protects the reputation of this global organization of independent professional services firms providing Audit, Tax and Advisory services. We deliver value to our member firms and drive positive change in the communities we serve. By joining us you will gain a unique understanding of how a global organization operates and work on projects that impact the whole organization. From setting standards and best practices to developing innovative tech- enabled solutions for clients, you'll be part of a global team changing the way our business operates. We look forward to welcoming you to our team.
The core services provided by Global Technology & Knowledge are more crucial than ever to our future, as we enable KPMG's digital transformation, provide trusted technology services, ensure security across the network and accelerate our Collective Strategy.
Our ways of working are based on the principles of customer-centricity, communities of expertise, an optimized delivery model, flexibility, a culture of empowerment, and fulfilling careers.
We are organized under five new 'domains': Technology Portfolio Delivery, Global Enterprise Technology, Technology Strategy & Blueprint, Global Information Security Group and Business Operations.
This is an exciting time for us as we continue to drive technology excellence at the heart of Collective Strategy v3.0, and our GT&K colleagues all play a pivotal role in making this a success.
The team
Technology Operations provides support / expertise in Cloud Technologies, Application Support, and Service Management to member firms and global functions and for globally managed services. Support at Tier 2 & 3 is available as well as enhanced support options for departments that need them. Technology Operations comprises of four areas:
Service Management: Manages IT services based on the ITIL framework. Also supports compliance activities around ISO, SOC2 and supports compliance activities around ISO, SOC2 and Business Resilience.
Application Operations: Manage and Operate Business Applications to ensure these solutions meet or exceed their service levels.
Cloud Operations: Manage and operate Cloud Platforms and Core enabling infrastructure to ensure services meet or exceed their service agreements.
Cloud Cost Optimization: Provides FinOps, Cloud cost management services for One Platform Azure customers
The Service Delivery Manager is responsible for overseeing and implementing service management processes related to service provisioning, support, and business relationships within the ITSM domain. This role involves ensuring the consistent implementation, management, and continuous improvement of processes such as incident, request, problem, configuration, knowledge, service catalog, service level, continuous improvement, and change management across the organization. The Manager plays a crucial role in aligning business requirements, operational expectations, and reporting on service quality metrics, while also focusing on efficient process management to meet customer needs.
Key accountabilities:
30% Owns IT service management (ITSM) processes and ensure the ongoing adherence and adoption through compliance reporting and education
20% Manage the service provided by Supplier teams working with the Global Service Management Office to ensure management and governance of IT Service Management processes
20% Provide ongoing input into continuously improving service management processes and implementation within ITSM tools
20% Develop quality metrics (Power BI) for service management processes lifecycle management, analyze data and implement quality improvements
5% Run or ensure management of major incident management investigations to facilitate the resolution of major incidents 24 x 7 x 365
5% Act as an escalation point for all ITSM Process and Tool management activities
- 5+ years IT experience with 4+ years professional experience in IT Service Management.
- Knowledge in industry standards related to ITIL, Lean Six Sigma, ISO 20000, DevOps is a must.
- Good knowledge of cloud technologies, primarily Microsoft Azure Technologies.
- Experience managing service management processes, policies, procedures, and guidelines.
- Experience in technology architecture in an enterprise environment.
- Strong understanding of GenAI and proficiency in utilizing various AI tools.
- Strong leadership skills and the ability to work effectively with business managers and IT operations staff.
- Documented understanding of ITIL processes, Statements of Work (SOW), Agreements, SLA's, and KPI's.
- Competitive salary, a bonus, a fixed expense allowance and a working from home allowance.
- 30 vacation days (on a full-time basis) and the option to buy more days or sell your vacation days.
- At KPMG we work hybrid, so you can work from home or at the office.
- A completely furnished home office.
- A lease car or mobility allowance
- A laptop and iPhone which also can be used privately.
- Pension accrual without a compulsory personal contribution.
- Choice to pick from different courses which contribute to your own personal and professional development.
- Focus on well-being! There is a gym at the Amstelveen office or you can get a discount for a gym near your house and you get access to different health and/or vitality programs.
- 'Together' is one of our core values. So you can count on different social activities, like team events, drinks with colleagues and events with all your KPMG colleagues.