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:
- Verify that the End User Service Catalogue is published in a timely manner with accurate information about the Services
- Should be data driven and should be capable of dealing with data, data analysis and data interpretation
- Maintain the accuracy of the Technical Service Catalogue; together with relationships to the supporting Services, shared Services, components and CIs necessary to support the provision of the service to the business.
- Verify appropriate views of the End User Service Catalogue are provided to the correct users; and
- Oversee day to day process execution for the End User Service Catalogue across Service Providers.
- Define Technical Service Catalogue, business service catalogue and End User Service Catalogue requirements
- Ensure that the Supplier is provided with appropriate information to ensure the integrity of the End User Service Catalogue, the Technical Service Catalogue and the Business Service Catalogue; and
- Own, Review and approve updates to the End User Service Catalogue.
- Monitor process adherence through reporting and analysis
- Identify process non-compliance or variances
- Notify Service Provider of process variances and non-compliance
- Manage Service Providers to recommend remedial actions required, in line with their agreed OLA
- Manage Service Providers to implement remedial actions, in line with their agreed targets
- Escalate Service Provider failures to remediate
- Provide recommendations to improve the Request Fulfilment process
- Supervise Service Requests including backlogs and escalations
- Assess any non-standard catalogue Service Requests that are not contained within the End User Service Catalogue and determine continual service improvement initiatives
- Perform escalation for Service Requests that exceed relevant Service Level targets and perform coordination across Service Providers
- Own and manage service catalog as described in KPMG process guidelines
- Receive, coordinate and report resolution of Request Fulfilment escalations across Service Providers.
What you bring in:
- SIAM foundation & ITIL V4 Foundation certification is required
- Experience in managed service preferred
- Professional degree with 5+ years related IT experience.
- 3 years of Service Integration and Management experience
- Excellent understanding of ITIL and Service Management principles
- An ability to converse with both technical and non-technical staff in a way that inspires confidence in your ability is also critical. As an intermediary function between technical / non-technical and junior / senior staff, it is your roles to ensure that everyone is working at optimal levels.
- Demonstrable experience in high stress, client facing roles such as Major Incident Management, Change Management or Service Delivery roles.
- Experience of process creation, optimisation, and documentation
- Experience of working with multiple suppliers in line with a stringent delivery framework, including the management of poor performance remediation.
- Has a broad knowledge and understanding of IT concepts and architectures, coupled with proven experience of successfully managing incidents and problems
- Has general awareness of the nature of business-critical incidents, and of their implications for the business
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
