The company is actively searching for an experienced Service Management Manager to join the team as the EMA Chapter Head, the business need is urgent and the firm is considering filling the role with a contractor while a permanent member of staff can be recruited.
The Senior Manager - Service Management, provides leadership and oversight to the service management practices that governs service provisioning, service support and business relationships. This role will primarily be responsible for ensuring that the service management practices that provide consistent interfaces between customers and service providers specifically in the areas of Business Continuity Management, Security Compliance, Organizational Change Management, Measurement and Reporting are adopted and managed across the enterprise. With respect to these areas, the role plays a significant part in aligning business requirements, operational expectations and reporting on service quality metrics. This encompasses planning, implementation and ongoing efficiency in relationship management to identify and meet the needs of our customers. Identification and realization of automation/cost containment opportunities through analysis of steady-state activities.
This role will provide leadership to ensure effective performance management, succession planning, and development of the team. The Chapter Lead must build strong relationships with business stakeholders in the EMA region as well as with our vendor support teams.
25%: Owns IT Service Management (ITSM) practices and ensure ongoing improvements and implementation
20%: Accountable for the Platform security operational framework ensuring implementation, management, adoption and ongoing improvement
20%: Training, coaching and mentoring of teams in KPMG’s Service Management processes and practices. Working with team leaders to close gaps between teams and work towards greater levels of customer service and satisfaction.
20%: Management of third parties and service delivery managers for the operational delivery of day to day Service Management services
10%: Responsible for managing a proactive working relationship with senior stakeholders and executives. Building and maintaining relationships with business stakeholders in the EMA region, Business Functions and all ITS Global teams to ensure ongoing high-quality customer experience of Operations services
5%: Act as an escalation point for IT Service Management practices, providing 24/7 support in an on-call rotation model
Creating and maintaining a strategy to align organizational actions, plans and resources with business objectives.
-Understanding the context of use for systems, products and services and specifying user experience requirements and design goals.
-Creating new and potentially disruptive approaches to performing business activities.
-Influencing stakeholder attitudes, decisions, and actions for mutual benefit.
-Managing the full life cycle of assets from acquisition, operation, maintenance to disposal.
- -Planning, identifying, controlling, accounting for and auditing of configuration items (CIs) and their interrelationships.