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GCK Service Delivery: Senior Manager - Content

Date: Aug 3, 2019

Location: London, United Kingdom

Company: KPMG UK

The Global Collaboration and Knowledge (GC&K) Service Delivery team reports to the Global Head of GC&K and works collaboratively across a number of teams to deliver an integrated GC&K delivery services. We work closely with functions and member firms to provide collaboration and knowledge programs and products that enable KPMG employees to turn knowledge into insights and value for KPMG and our clients. Our operating model connects our stakeholders with Business Relationship Managers and Capability Hubs to create a compelling set of knowledge and collaboration products and services. Our mission is to apply a customer-centric and execution-focused approach to connect KPMG professionals across the globe to intelligent content to better serve our clients.

The Role

The Global C&K Services Delivery Hub oversees the consistent delivery of C&K services; drives and sustains scalable, cost efficient content curation and management processes; leverages offshore investments to deliver quality driven, managed 'pay as you go' content, platform, research and metrics capabilities to functions and KPMG member firms; facilitates the
management and findability of relevant, trusted content in accordance with over-arching governance and lifecycle principles.
The Service Delivery Senior Manager (Content) supports the GCK Delivery Hub Lead in defining, refining and implementing a service delivery strategy for the delivery of content services, leveraging offshore resources, optimizing service provision to the business and establishing a framework of defined content services SLA’s.

Key Accountabilities

• Take responsibility for the delivery of all content service delivery operations ensuring the meet planned deadlines and adhere to governance standards. Ensure content service delivery processes are adhered to in accordance with KPMG’s content strategy with a focus on quality improvement
• Provide direction to the content delivery team acting as a subject matter expert on content delivery best practices for KPMG products. Drive a high performance culture by continuously evaluating skills against the skill sets required for a best-in-class service delivery capability. Take actions to coach, develop and guide the team as appropriate.
• Establish and maintain a culture of high performance, transparency and continuous improvement in offshore service delivery managing end-to-end workflow of the content service capability to ensure optimum utilization
• Establish business plans and set goals for team members. Engage with KGS operational teams in relation to the hiring, retention, backfill and on boarding of new offshore resources.
• Effectively supervise/coach onshore team members and provide growth opportunities and career guidance to team members. Share knowledge to facilitate best practice and enhance group knowledge of latest market developments
• Monitor innovative trends and external market changes and ensure the full range of C&K service capabilities is leveraged to achieve desired outputs, to maximize value-add and share best practices.
• Act as a strategic champion for content delivery capabilities within the service delivery hub and the wider C&K organization by demonstrating a deep understanding of KPMG enterprise wide technology platform’s and strategy and by converting opportunities to drive growth and adoption services.
• Be the primary contact for C&K content service delivery capabilities and for resolving stakeholder resolving key issues / concerns.
• Develop strong working relationships with key stakeholders and other hub teams.
• Pro-actively drive engagement with stakeholders to receive timely feedback that can be leveraged to enhance service delivery capabilities and processes.
• Serve as an escalation point for content service delivery issues.

Technical Skills & Qualifications

• MS Office proficiency (Word, Excel, PowerPoint)
• In-depth understanding and knowledge of KPMG C&K platforms, tools and technologies
• Knowledge of the content management capabilities of SharePoint, 0365 and web technologies
• In-depth understanding of all phases of the content development lifecycle
• Good understanding of content development processes and methodologies
• Educated to graduate level. Post graduate qualification in an information science and/or business qualification preferred but not essential.

Experience & Knowledge

• Demonstrable experience in a knowledge management position with specific knowledge of content and taxonomy management processes.
• Experience in taxonomy development and management. Understanding and demonstrable proficiency with the processes that govern planning, development, publication, and distribution of knowledge content.
• Understands the principles of Knowledge Management models and processes, as well as its tools, structures and technologies.
• Ability to collaborate with multiple teams across an organization including global, country, and technology.
• Excellent understanding of the critical success factors for the Knowledge Management function to be an effective business partner.
• Strong influencing and stakeholder management skills. The candidate should have existing (or be able to quickly establish) strong relationships with stakeholder individuals and groups at all levels across KPMG.
• Ideally the candidate will have a pragmatic understanding of C&K related content constraints and risks within KPMG, and an ability to deliver effective solutions.
• Solid understanding of KPMG business strategy, content areas, and key issues
• Strong project management skills
• Able to perform with minimal direction supervision with proactive work style
• Ability to develop requirements based on leadership input
• Performance/status reporting
• Strong influencing and negotiation skills
• Knowledge of KPMG organization and business processes
• Excellent oral and written communication skills
• Well organized with good prioritization/workload management abilities
• Strong people management and development skills
• Excellent attention to detail
• Good understanding of KPMGs Marketing and Branding principles
• Collaborative, team player, who has exceptional relationship building/relationship management skills to establish rapport, build trust and confidence, and manage customer expectations
• Demonstrate a commercially aware and client focused approach

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