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:
- Define, manage, govern, and improve the SLM process.
- Configure SLA/KPI dashboards in ServiceNow and create reports; proficient in Excel and Power BI.
- Ensure the SLM process is effective, efficient, and aligned with other related processes.
- Engage stakeholders and business management on SLAs, OLAs, and UCs.
- Build and maintain relationships with stakeholders and product owners across the organization.
- Develop and maintain a service catalog, ensuring services meet business requirements.
- Lead initiatives to define and agree on service levels/KPIs with delivery groups and third parties.
- Translate business requirements into IT requirements and perform gap analyses.
- Draft, negotiate, and refine SLAs with business units to meet their needs.
- Own and manage strategic and tactical MI dashboards to provide actionable insights.
- Identify and improve performance measurement and reporting processes across the organization.
- Provide governance, quality, risk, service improvement, SLA/OLA/UPC, and operational reports to the highest standard.
- Generate reports for monthly, weekly governance and review meetings, and ad hoc operational requirements.
- Analyze and interpret data to ensure decisions are data-driven and align with business goals.
- Maintain and improve reporting tools and frameworks to meet evolving business needs.
- Support the SIAM Lead in executing the SIAM function and achieving its objectives.
- Contribute to organizing, planning, and prioritizing tasks to align with SIAM goals.
- Ensure service management contracts, KPI/service level measurement, and management align with standards.
- Collaborate with internal teams and stakeholders to ensure governance and reporting are fit for purpose.
What you bring in:
- Excellent communication, negotiation, and relationship-building skills.
- Ability to articulate complex topics for technical and non-technical audiences.
- Organized, pragmatic, and results-oriented with strong decision-making abilities.
- Proven ability to handle multiple tasks and work effectively under pressure.
- Proficient in ServiceNow, Power BI, and Excel for reporting and analysis.
- 5–7 years of Service Integration and Management (SIAM) experience.
- Strong understanding of ITIL principles and experience in Service Management roles.
- Skilled in managing multiple suppliers and addressing poor performance.
- Experience in performance and reporting management for large organizations.
- SIAM and ITIL certification (preferred).
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
