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Service Delivery Manager

Date: Jan 29, 2019

Location: London, United Kingdom

Company: KPMG UK

AutoReq ID141694BR
Job TitleService Delivery Manager
CountryUnited Kingdom
LocationLondon
FunctionSolutions & Digital
Service LineSolutions & Digital
Service Line InformationSolutions & Digital services the broader Firm through delivery of core technology and managed services capabilities, collaboration and innovation development services and building our Alliances network.

KPMG OverviewKPMG is part of a global network of firms that offers Audit, Tax & Pensions, Consulting, Deal Advisory and Technology services. Through the talent of over 16,000 colleagues, we bring our creativity and insight to our clients’ most critical challenges.

With offices across the UK, we work with everyone from small start-ups and individuals to major multinationals, in virtually every industry imaginable. Our work is often complex, yet our vision is simple: to be the clear choice for our clients, for our people and for the communities we work in.

Job Description

The Team

Solutions & Digital services the broader Firm through delivery of core technology and managed services capabilities, collaboration and innovation development services and building our Alliances network.

With offices across the UK, we work with everyone from small start-ups and individuals to major multinationals, in virtually every industry imaginable. Our work is often complex, yet our vision is simple: to be the clear choice for our clients, for our people and for the communities we work in.

The service delivery team is responsible for a portfolio of Solutions and Digital’s most critical client services with a focus on managing client expectations, positively shaping the customer service experience and upholding a high level of quality. The team pro-actively identify and progress service improvements for the benefit of KPMG and its customers and drive a continual service improvement and service orientated culture across all delivery teams. The service delivery team is the primary point of contact and takes ownership for customer escalations and complaints. The team develops and maintains strong relationships with senior stakeholders within KPMG and with external customers and act as the authoritative voice in the Service Delivery Management field and leads by example in pressurised situations.



The Role

As the Service Delivery Manager (SDM) you will lead a portfolio of client services with a focus on managing client expectations and positively shaping the customer service experience. You will take responsibility and ownership of the service, upholding a high level of quality.

Role requirements:

Primary point of contact and ownership for customer escalations and complaints.
Develops and maintains strong relationships with senior stakeholders within KPMG and with internal customers.
Drive a continual service improvement and service orientated culture.Pro-actively identify and progress Service Improvements for the benefit of KPMG and its customers.Influences senior stakeholders to initiate long lasting change to deliver improvements.Conduct service reviews with customers.Act as the authoritative voice in the Service Delivery Management field and lead by example in pressurised situations.Responsible for measuring, and improving customer satisfaction.Maintain and proactively communicate IT policies and procedures to ensure the effective and efficient useAbility to work closely with and develop good working relationships with customers and operational teams.Understand the service operation and deliver to the IT and Operational SLAs in place.Delivers insightful customer service reporting to drive actions and improvements.Inspire confidence to achieve high performance and personal goals.Co-ordinate, manage and communicate on the resolution to senior stakeholders and clients for all major incidents raisedDevelop, implement and maintain existing weekly management reporting.Drives collaboration and breaks down barriers between conflicting views.

Our DealIf the chance to work with interesting clients and innovative technology wasn’t rewarding enough, we’ll motivate you in other ways too. At KPMG you can expect real responsibilities and opportunities to grow professionally.


‘Our Deal’ sets out all the different ways you’ll be rewarded at KPMG. Among other things you can benefit from honest conversations about your career as well as a range of other rewards. In all these ways and more, we have created an environment that can bring out the best in you.

Flexible WorkingWhile some of our client-facing professionals can be required to travel regularly, and at times be based at client sites, we are supportive where possible of helping you to achieve a balance between your home and work demands.

We are happy to discuss individual requirements and our range of flexible working arrangements could be of interest. Furthermore, as part of the recruitment process, we can put you in touch with people who work flexibly so you can understand from them what our culture is like.

Applying with a DisabilityKPMG are proud to be an inclusive, equal opportunity employer and we seek to attract and retain the best people from the widest possible talent pool. As a member of the Business Disability Forum we're committed to ensuring that you are treated fairly throughout our Recruitment Process. Should you be successful after the initial application stage, please discuss any reasonable adjustments that you may require, with your recruitment contact.

KPMG's commitment to diversity

We are proud of the value we place on individuality; we want you to bring your full self to work and truly maximise your potential. We believe that your individuality helps us to deliver the best results for our clients. Diversity of background, diversity of experience, diversity of perspective - that's the KPMG difference. But, don't take our word for it, find out more about diversity at KPMG.



Returning to work after a break
At KPMG, we appreciate that returning to work after an extended career break can be daunting. We understand that those with experience who have taken a career break have a wealth of experience and knowledge to offer our organisation, which helps us to achieve our business goals. We will support you to refresh your skills, develop your confidence and provide a supportive network across the firm to help you best integrate into the working environment. This role welcomes applications for individuals who have been out of work for 18 months or more and who have previous relevant experience.

Policy for Agencies

KPMG has a commitment to sourcing candidates directly and as such we do not accept speculative CV’s from agencies. Please check here to see our policy on agencies: Policy


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