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Applications Operations Service Lead

Date: Nov 27, 2018

Location: Watford, United Kingdom

Company: KPMG UK

AutoReq ID133956BR
Job TitleApplications Operations Service Lead
CountryUnited Kingdom
LocationWatford
FunctionKPMG Business Services
Service LineITS
Service Line InformationOver 1,000 people make up KPMG Business Services and they all play a key part in the firm's success. Whether they're in finance, procurement, HR, facilities, marketing or IT, they provide crucial support to the people who work in our UK offices. Flexibility and adaptability. These are just a couple of the things KPMG looks for in its IT Services team. We're a function of KPMG Europe LLP and, as such, we're a group that constantly needs to deliver a highly-flexible, customer-focused service in response to the changing needs of the business.

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
Business Unit: IT Services
Grade: C
Reporting Manager: Application Operations Manager
Work Location: Watford or Regional with travel
Travel Required: Yes

Role Synopsis:

The Applications Operations Service Lead is responsible for managing the 3rd line support for the following technology areas:
- Exchange (online and on premise)
- SFB (Skype for Business)
- Sharepoint
- Mobile Device Management Solutions (MDM)
- Database

The candidate must be capable of working on their own initiative within KPMG’s procedures and guidelines whilst being capable of working under pressure to provide a quality service to the firm.

The successful candidate will need to establish contacts around the firm at all levels and also maintain relationships with suppliers, service providers and maintainers.

The role will require a thorough understanding of industry trends and opportunities and will be expected to apply these to the development of the Applications Solutions strategy for the UK firm in conjunction with the CTO function.

The role is responsible for managing IT Services’ relationship with external providers and suppliers.

Strong people skills are essential, with proven experience in successfully managing teams.

The role inputs into the IT Service Operations functions, in particular Capacity Management and IT Service Continuity Management.

The role reports to the Application Operations Manager.

Key Accountabilities:

The Applications Operations Service Lead manages the team responsible for the day to day delivery of ITS Application services. They are accountable for ensuring the service provided through the team is in line with business expectations and delivers sustainable performance and availability.

Specific responsibilities include:

- Provide capacity management, ensuring systems are capable of delivering services without unsustainable excessive utilization.
- Resource Management of the team.
- Monitor and report on service performance against OLA’s.
- Liaise with internal and external service line managers to understand changes to the technology and service constraints.
- Provide input into the operational budget, highlighting necessary investment to ensure the technology roadmaps are adhered to.
- Work with Technical Architecture to understand and input into the KPMG content management strategy.
- Providing assistance for the other Resolver Groups and KPMG IT Services partners in the delivery of their solutions to customers.
- Be a role model to other members of the team, by demonstrating professional attitude and behavior at all times.
- Actively seek areas of improvement in terms of operational efficiency of the various IT systems.
- Reviewer of operational documentation for new systems, or updated existing documentation to reflect changes as a result of upgrades etc.
- Provision and presentation of management information to departmental senior management.
- Management of escalated complaints and feedback ensuring any are responded to in a professional manner.
- Support the Business Continuity programme, ensuring adequate resources are made available when required.

Desirable Criteria:

- Experience of managing a complex IT operation which is a combination of internal resources and 3rd party managed supplier.
- Ability to identify opportunities for operational efficiency and implement agreed solutions
- Innovation / thought leadership / industry knowledge
- Resilience, with high focus on ‘getting stuff done’.
- High energy, flourishes in fast pace, dynamic environments
- Customer Centricity
- Strong communications skills, written and verbal, within and across teams, up through executive channels and across vendors and third parties.
- Ability to Develop and explain complex operational management information
- Appetite to lead a team in a unpredictable, high decision volume, evolving environment
- Strong organisational skills
- Ability to work under high pressure
- Ability to work as part of a team and operate in a team oriented environment
- Ability to manage incidents and service failures, including escalation where necessary
- Ability to understand KPMG business structure and policies

Qualifications and Previous Experience:

- Significant experience in IT service operations delivery, ideally including experience in the professional services industry.
- Experienced in managing and supporting Operational Applications such as Exchange, SFB, Sharepoint or Databases.
- Experience of service operations management with particular focus on development and implementation of ITIL processes
- Ability to report at senior level across multiple processes, focusing on the key operational data
- Experience of capacity and availability management and reporting
- Experience of establishing full change and release processes and management across a large and complex IT enterprise
- Experience of leading BCP\\DR processes with the ability to ensure processes are relevant to critical business requirements in the event of an emergency
- Ability to develop and leverage strong relationships with internal and external stakeholders
- Ability to work under pressure dealing with a high volume of change
- Experience of budgeting and forecasting
- Managing milestones, quality standards
- Managing partner/suppliers/clients
- Decision maker, able to act on own initiative but also able ask for guidance when appropriate
- Experienced in planning, facilitating, and managing change, Strong facilitation skill are key.
- Experience of working in a matrixed, dual reporting organization where not all resources are directly owned by you
- Previous IT operational management experience is key, preferably within an operating environment in a large enterprise
- Experienced in a wide base of technology
- Business experience in IT or a business university background or equivalent experience (desirable)
- Experience of working in a busy IT Operations environment

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

KPMG consistently features in the Sunday Times Best Big Companies to work for, which has been recognised with a special achievement award to mark our 10 years in the Top 25. 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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