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Service Delivery Manager
2 maanden geleden
KPMG is a 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.
Our TeamOur team 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.
Key Responsibilities- Process Ownership: Owns IT service management (ITSM) processes and ensures the ongoing adherence and adoption through compliance reporting and education.
- Service Management: Manages the service provided by Supplier teams working with the Global Service Management Office to ensure management and governance of IT Service Management processes.
- Process Improvement: Provides ongoing input into continuously improving service management processes and implementation within ITSM tools.
- Quality Metrics: Develops quality metrics (Power BI) for service management processes lifecycle management, analyzes data, and implements quality improvements.
- Incident Management: Runs or ensures management of major incident management investigations to facilitate the resolution of major incidents 24 x 7 x 365.
- 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.
- 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.
