Service Manager
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Job Location:
Monthly Salary:
Posted on:
15 hours ago
Vacancies:
1 Vacancy
Job Summary
The world of global advisory audit and tax compliance services for large multi-nationals is rapidly changing and heavily dependent on technology.
The KPMG Delivery Network (KDN) is a KPMG special purpose member firm offering a way for clients to leverage KPMG top talent and technology platforms through regional teams of specialists enabling economies of scale and a new way of working that expands beyond local capability
Together with KDN KPMG member firms can drive the sales and delivery of global solutions at a competitive price and in a repeatable and consistent manner. As a member of KDN youll be a part of the KPMG family working alongside some of our professions most skilled practitioners on rewarding programs and initiatives that are changing the way business operates delivering value to our clients and driving positive change in the communities we serve.
Youll be enabling KDN accelerate new ways of working using cutting-edge technology and working together with our member firms located in nearly 150 countries to help us achieve our ambition to be the most trusted and trustworthy professional services firm.
And through your work youll build a global network and unlock opportunities that you may not have thought possible with access to great support vast resources and an inclusive supportive environment to help you reach your full potential.
At KDN Bulgaria 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 KPMGs 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 dont hesitate and apply today.
Your responsibilities:
- The role will operate primarily in US office hours.
- The role will operate primarily as a Demand Manager.
- Ensuring business demand is alignment to the product catalog strategy blueprint and security guidance
- Gather and clarify customer requirements needed to create a work order evaluate commitment and identifying areas needing further information to understand factors influencing decision making.
- Working with stakeholders subject matter experts and the client to create a work order (proposal) including cost estimate for the customer
- Own and manage end-to-end IT service lifecycle ensuring services are designed transitioned operated and continually improved in line with agreed business requirements.
- Define implement and continuously improve Service Management processes in accordance with the Service Management best practices and organizational standards.
- Accountable for service quality performance and customer satisfaction.
- Establish monitor and report on service KPIs SLAs OLAs and underpinning contracts ensuring compliance and proactive improvement.
- Coordinate and manage service-related activities across multiple teams and stakeholders ensuring effective collaboration and communication.
- Lead service reviews with internal and external stakeholders identify improvement opportunities and drive agreed actions to completion.
- Manage service risks issues and dependencies ensuring timely resolution and escalation where required.
- Support service onboarding transition and change activities ensuring minimal disruption to live services.
- Develop maintain and govern service-related documentation including process descriptions Target Operating Model (TOM) documentation service models and operational procedures.
- Provide guidance training and coaching on Service Management processes tools and best practices.
- Act as a Service Management subject matter expert and process champion within the organization and assigned clients.
- Contribute to service strategy service design decisions and continuous improvement initiatives.
- Ensure effective use and continuous optimization of Service Management tools and reporting capabilities.
- Perform other related duties as required to support Service Management objectives.
- Support service onboarding transition and change activities including participation in service management process or technology implementation projects and operational service management roles as required.
What you bring in:
- At least 3 years practice in process engineering
- University degree (Master) in Computer Sciences or similar discipline;
- Expert level of ITIL certification eTOM or other relevant methodology (Professional Cloud Service Manager ISO Certification);
- Minimum3 years of hands on practice in process design and implementation;
- Hands-on experience in implementing configuring and managing an process management systems;
- Understanding of IT processes and infrastructure on an enterprise scale;
- Deep knowledge of public and hybrid cloud technologies ;
- Great analytic communication and presentation skills;
- Conception and analytical skills proactive and organized way of work high assertiveness and a high sense of responsibility;
- Fluent in English language
- Ability for business travel in not more than 50% of the time
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
If you are interested in further exploring this career opportunity please send us your CV.
Only shortlisted candidates will be contacted
Required Experience:
Manager
