Service Delivery Manager
3 dagen geleden
We are seeking a highly skilled Service Delivery Manager to join our IT Operations team at KPMG. As a key member of our team, you will be responsible for overseeing and implementing service management processes related to service provisioning, support, and business relationships within the ITSM domain.
Key Responsibilities- Process Ownership: Owns IT service management (ITSM) processes and ensures the ongoing adherence and adoption through compliance reporting and education.
- Supplier 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.
- Escalation Point: Acts as an escalation point for all ITSM Process and Tool management activities.
- Experience: 5+ years IT experience with 4+ years professional experience in IT Service Management.
- Knowledge: Knowledge in industry standards related to ITIL, Lean Six Sigma, ISO 20000, DevOps is a must.
- Cloud Technologies: Good knowledge of cloud technologies, primarily Microsoft Azure Technologies.
- Leadership Skills: Strong leadership skills and the ability to work effectively with business managers and IT operations staff.
- Documented Understanding: Documented understanding of ITIL processes, Statements of Work (SOW), Agreements, SLA's, and KPI's.
- Competitive Salary: Competitive salary, a bonus, a fixed expense allowance, and a working from home allowance.
- Benefits: 30 vacation days (on a full-time basis) and the option to buy more days or sell your vacation days.
- Hybrid Work Arrangement: At KPMG we work hybrid, so you can work from home or at the office.
- Professional Development: Choice to pick from different courses which contribute to your own personal and professional development.
- Well-being: Focus on well-being with a gym at the Amstelveen office or a discount for a gym near your house and access to different health and/or vitality programs.
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