Senior Operations Manager

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:

• Service Operations Management:
  o Oversee and manage the overall delivery of IT service operations, ensuring high levels of performance, availability, and reliability.
  o Lead and coordinate daily service operations activities across multiple service providers and teams to meet agreed SLAs, OLAs, and KPIs.
  o Serve as the point of escalation for major operational issues, ensuring timely resolution and effective communication with stakeholders.
  o Ensure governance, quality assurance, and compliance with all service delivery frameworks and contractual obligations.

• Incident, Problem, and Change Management:
  o Manage critical incidents and facilitate resolution processes, including coordinating major incident response teams and providing updates to senior stakeholders.
  o Lead root cause analysis and proactive problem management to prevent recurring issues and improve operational stability.
  o Oversee the end-to-end change management process, ensuring risk mitigation, approval compliance, and smooth implementation.

• Performance and Reporting:
  o Ensure accurate and timely service performance reporting, including metrics related to incident resolution times, service availability, and operational trends.
  o Analyze performance data to identify improvement opportunities and drive continuous service improvement initiatives.

• Vendor and Stakeholder Management:
  o Manage relationships with service providers and third-party vendors, ensuring adherence to contractual obligations and SLAs.
  o Collaborate with internal and external stakeholders to align service operations with business objectives and customer needs.

• Strategic Initiatives:
  o Drive operational improvements and transformation projects, including the adoption of automation, AI, and other emerging technologies to enhance service efficiency.
  o Develop and maintain policies, processes, and procedures that align with ITIL best practices and organizational goals.
  o Lead the implementation of new operational frameworks, ensuring readiness for business growth and technological advancements.

• On-Call and Business Continuity:
  o Participate in on-call rotations to manage and coordinate responses to critical incidents outside normal working hours.
  o Ensure business continuity and disaster recovery plans are in place and regularly tested to mitigate risks during major outages or disasters.
  
  

What you bring in:

• Education and Certifications:
  o Bachelor's degree in Computer Science, Information Technology, or a related field.
  o ITIL v4 Foundation certification (required); additional ITIL intermediate certifications (preferred).
  o SIAM Foundation certification (preferred).
• Experience:
  o 7+ years of experience in IT service operations or service delivery, including 3+ years in a leadership role.
  o Demonstrated experience in managing large-scale, multi-vendor environments.
  o Proven ability to manage critical incidents, problem investigations, and complex operational challenges.
• Skills:
  o Strong understanding of ITIL service management processes, including incident, problem, change, and release management.
  o Exceptional analytical skills with the ability to interpret data, identify trends, and drive decision-making.
  o Excellent communication and stakeholder management skills, with the ability to collaborate effectively at all levels of the organization.
  o Strong leadership and team management capabilities, including mentoring and developing high-performing teams.
  o Ability to adapt to high-pressure situations and maintain focus during critical incidents.
• Additional Qualifications:
  o Experience with service management tools like ServiceNow or similar platforms.
  o Understanding of cloud-based services, infrastructure, and applications.
  o Familiarity with automation technologies and AIOps to optimize service operations.
  
  

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