Process Consultant – Change & Release Management

Sofia, Bulgaria (Hybrid)

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:


  • Collaborate with and support the SIAM Lead in executing the SIAM function to ensure seamless integration and optimal performance. Partner with the Technology Organization and key stakeholders to meet business objectives and maintain a high-functioning SIAM framework.
  • Organize, plan, and prioritize work to achieve SIAM objectives effectively and efficiently.
  • Develop and maintain an in-depth understanding of relevant processes, procedures, and practices across the Technology Organization, particularly those involving internal providers, to ensure they remain effective and fit for purpose.
  • Ensure that governance, quality, risk, SLA, OLA, and service improvement reporting are executed to the highest standards. Continuously adapt reporting mechanisms to align with evolving business and management needs.
  • Leverage data analysis and interpretation to drive informed decision-making and process improvements.
  • Monitor adherence to the Operational Change Management process through reporting and evaluation of planned Operational Changes, including Emergency Changes.
  • Facilitate Change Advisory Board (CAB) meetings, prepare agendas, evaluate conflicting changes, and ensure comprehensive review and approval of Operational Changes.
  • Validate the categorization and acceptance criteria for Operational Changes, especially those involving new or modified Configuration Items.
  • Publish the Forward Schedule of Change in agreed formats and timelines and coordinate the implementation of approved changes.
  • Oversee post-implementation reviews for failed, rejected, or unauthorized changes and ensure resolution and preventive measures are implemented.
  • Serve as a gatekeeper for production changes and escalate issues arising from decisions to stop planned changes.
  • Manage the change process lifecycle for cloud infrastructure changes and assess the business impact of Major Changes during CAB meetings.
  • Monitor process adherence and identify non-compliance or variances in Release Management. Notify Service Providers and stakeholders of variances and recommend remedial actions.
  • Track and report on Releases across Service Providers, facilitate planning and scheduling, and establish Release windows and a Master Release schedule.
  • Conduct Release Management process reviews, establish and maintain a Release library, and ensure adherence to SLA/KPI/OLA standards.
  • Manage the Release lifecycle of cloud infrastructure-based applications and services while driving continuous improvement in the process.
  • Proactively identify and address operational risks resulting from changes or releases. Implement preventative measures to improve stability and efficiency.


What you bring in:


  • SIAM Foundation and ITIL V4 Foundation certifications are required.
    5+ years of related IT experience, including 3 years in Service Integration and Management.
  • Proven expertise in managed services, process creation, optimization, and documentation.
  • Experience working with multiple suppliers under a stringent delivery framework, including performance remediation management.
  • Strong understanding of ITIL principles, Service Management, and IT concepts/architectures.
  • Demonstrable ability to manage and resolve incidents, problems, and changes, particularly in high-pressure, business-critical environments.
  • Excellent written and verbal communication skills, with the ability to convey complex topics clearly to both technical and non-technical audiences.
  • Influencing, negotiation, and relationship-building skills to foster collaboration across all levels of the organization.

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

Process Consultant – Change & Release Management

Job description

Process Consultant – Change & Release Management

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