Service Delivery Manager

3 weken geleden

Amstelveen, Noord-Holland, Nederland KPMG Voltijd
Service Delivery Manager - ITSM Expert

About KPMG

KPMG is a global organization of independent professional services firms providing Audit, Tax, and Advisory services. As a Service Delivery Manager - ITSM Expert, you will be part of a global team changing the way our business operates.

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.

We are organized under five new 'domains': Technology Portfolio Delivery, Global Enterprise Technology, Technology Strategy & Blueprint, Global Information Security Group, and Business Operations.

The team

Technology Operations provides support and expertise in Cloud Technologies, Application Support, and Service Management to member firms and global functions and for globally managed services.

Key Responsibilities

  • Owns IT service management (ITSM) processes and ensures their ongoing adherence and adoption through compliance reporting and education.
  • Manages the service provided by Supplier teams working with the Global Service Management Office to ensure management and governance of IT Service Management processes.
  • Provides ongoing input into continuously improving service management processes and implementation within ITSM tools.
  • Develops quality metrics (Power BI) for service management processes lifecycle management, analyzes data, and implements quality improvements.
  • Runs or ensures management of major incident management investigations to facilitate the resolution of major incidents 24 x 7 x 365.
  • Acts as an escalation point for all ITSM Process and Tool management activities.

Dit neem jij mee

  • 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.
  • 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, SLAs, and KPIs.

Dit bieden wij

  • 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.

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