KPMG IT Service OOD is a joint venture of KPMG IT Service GmbH and KPMG Bulgaria OOD. The company is an internal IT service provider for member firms in the KPMG group. We employ more than 600 people in Sofia and Germany and deliver the full spectrum of IT services to our clients, including: Software Engineering, Application & Platform Operations, Cloud and Infrastructure.
We are enabling Service Management processes and introduce them to the organization, leading to improved customer satisfaction, operational efficiency and process clarity across the company. We are looking for an experienced process consultant to join KPMG’s Service Management team and act as a lead in the process transformation project.
Are you a seasoned service management expert who loves to work with internal stakeholders and customers? Do you want to be a part of a team that strives for excellence? Do you enjoy working in a cross-functional environment and helps teams improve their processes and adapt new ways of working?
If so and you are eager to work with us and help the company to continue organize, improve, and master its services, don’t hesitate and apply today.
Your responsibilities:
- Support the SIAM Lead in executing the SIAM function to ensure optimal performance.
- Organize, plan, and prioritize tasks to align with SIAM objectives.
- Ensure governance, quality, risk, SLA, OLA, and service improvement reporting are of the highest standard and continually adapted to meet business needs.
- Collaborate with internal teams and stakeholders to ensure processes are fit for purpose.
- Evaluate and monitor service availability performance and investigate unavailability issues.
- Provide early warnings or advice on potential availability issues.
- Consolidate and coordinate Service Provider availability plans, including planned outages.
- Define and implement availability targets and measures in alignment with business needs.
- Evaluate capacity reports and monitor capacity thresholds, triggering predefined actions as necessary.
- Prepare capacity utilization, trends, forecasts, and exception reports.
- Ensure Service Providers test and monitor performance to meet planned utilization expectations.
- Provide business demand insights and approvals for capacity adjustments or investments.
- Oversee the monitoring and correlation of system events to detect performance anomalies.
- Ensure efficient resolution of events by escalating to Incident or Problem Management processes when required.
- Maintain and improve processes for early detection of issues to reduce service impact.
What you bring in:
- SIAM Foundation and ITIL V4 Foundation certifications are required.
- 5+ years of IT experience, including 3 years in Service Integration and Management.
- Strong understanding of ITIL and Service Management principles.
- Experience in managed services, process creation, optimization, and documentation.
- Proven ability to manage high-stress, client-facing roles such as Major Incident, Change, or Service Delivery Management.
- Skilled in managing multiple suppliers within a delivery framework, including performance remediation.
- Broad knowledge of IT concepts, architectures, and business-critical incidents.
What we offer:
- The chance to work in a top talent team
- Attractive remuneration
- Additional health insurance
- Life insurance
- 50+ benefits and services to choose from
- Knowledge in cutting-edge technologies
- Experience in an international and multicultural organization
- Opportunity for business travel
- Work on challenging projects
- Hybrid working model
- Modern office environment