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:
- SIAM Function Support: Assist the SIAM Lead in driving the optimal performance of the SIAM function by collaborating with the Technology Organization and relevant stakeholders.
- Planning and Organization: Organize, plan, and prioritize tasks to align with SIAM objectives, ensuring that processes remain fit for purpose and effective.
- Governance and Reporting: Ensure high standards in governance, quality, risk, SLA, OLA, and service improvement reporting, adapting them to meet changing business requirements.
- Incident Management: Manage the end-to-end Incident Management and major incident process, including resolution activities, backlog monitoring, and collaboration with resolver groups. Supervise queue performance, classification, and prioritization while coordinating with Service Providers to address and resolve issues.
- On-Call Support: Participate in an on-call rotation for major incidents, ensuring timely response, coordination, and resolution during critical events outside of business hours.
- Escalation and Communication: Act as the escalation point for disputed Incident ownership and facilitate cross-Service Provider communication to address service-affecting issues and ensure process adherence.
- Problem Management: Proactively address root causes of recurring incidents through Problem Management processes, focusing on preventive measures and overall service stability.
- Proactive Problem Management: Monitor trends, identify opportunities for improvement, and reduce the recurrence of incidents by implementing proactive solutions.
- Service Collaboration: Communicate support responsibilities, process updates, and operational issues to Service Providers, ensuring compliance with standards and procedures.
- Continual Improvement: Evaluate Incident and Problem Management performance, analyze trends, and recommend actions for continuous service improvement.
What you bring in:
- SIAM Foundation and ITIL V4 Foundation certifications required (ITIL Practitioner preferred).
- 5+ years of IT experience, including 3 years in Service Integration and Management.
- Experience with managed services, process optimization, documentation, and supplier performance remediation.
- Strong knowledge of ITIL, Service Management principles, and IT concepts/architectures.
- Proven ability to thrive in high-stress, client-facing roles such as Major Incident, Change, or Service Delivery Management.
- Exceptional organizational, communication, and coordination skills to engage both technical and non-technical stakeholders.
- Skilled in collaborating with multiple suppliers under stringent delivery frameworks.
- Broad understanding of business-critical incidents, their operational implications, and strategies for resolution and prevention.
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