Leads enterprise IT service management across global, multicultural, and multi-vendor environments. Establishes ITSM goals, governance, metrics, and continuous-improvement practices while managing stakeholders, third parties, resources, and cross-functional teams. Applies ITIL, Lean Six Sigma, ISO 20000, DevOps, and Site Reliability Engineering concepts to improve service outcomes, reduce toil, and identify automation opportunities. Requires strong leadership, communication, planning, analysis, and business stakeholder-management skills.
Technical skills
Qualifications
Experience
- In depth experience with IT Service Management practices in an enterprise environment
- Excellent communication skills in English, verbally and written to all levels of the organization. Confidence in dealing with staff, managers and senior leadership across the firm.
- Knowledge of cloud technologies, primarily Microsoft Azure & Google Cloud Technologies
- Ability to set clear and simply understandable, but ambitious goals that translate the business strategy into action, encouraging and motivating the team members to achieve targets
- Demonstrated commitment to continuous improvement, putting required measurements and management architectures in place to achieve improvement goals
- Ability to build constructive working relations across the different teams, functions, cultures, genders and demonstrate KPMG behavior and values
- Ability to interact professionally under pressure with a wide range of customers ranging from end-users and IT staff to management and external service providers
- Professionalism and commitment which includes investing time outside office hours when deemed required
- Team player who values honesty and transparency, credits others and is willing to share success
Qualifications
- Bachelor's degree in Information Technology or Computer Science or related discipline or equivalent professional experience
- Knowledge in industry standards, related to areas defined in: ITIL, Lean Six Sigma, ISO 20000, DevOps is a must
- ITIL Certification is a must ; TIL Managing Professional, Practice Manager or Master certification is a plus
- Previous team management experience in a global environment is considered a plus
- Agile/Scrum certification is a plus
- Familiarity with ITSM platforms (e.g., ServiceNow)
- Affinity with IT Service Management frameworks, change and organizational sensitivity
Experience
- 12+ years of hands-on and leadership experience of working in a multi-cultural and multi-vendor environment in a multi-discipline team in multiple country locations with sound knowledge in building effective working relationships with Business and IT Leaders at the Global, Regional and National Level
- Experience with Site Reliability Engineering concepts with focus on removing toil where possible.
- Strong business stakeholder management
- Experienced in managing third parties
- Experienced in working in a matrix management structured organization
- Excellent organizational and planning ability
- Excellent cross functional team management skills
- Experience managing resources in a fast-moving environment and on projects with evolving requirements and accelerated timelines
- Strong data, metrics, and analysis skills
- Open to adopting artificial intelligence and keen to identify and implement automation opportunities that improve ITSM process efficiency, governance, decision-making, and service outcomes.
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