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Assistant Manager - Technical Assurance Analyst

Date: Nov 23, 2018

Location: Watford, United Kingdom

Company: KPMG UK

AutoReq ID133927BR
Job TitleAssistant Manager - Technical Assurance Analyst
CountryUnited Kingdom
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
Job Description

The Data Networks team is responsible for overseeing the operational delivery of the following services, Data Centre networks, WiFi services, fixed telephony, Internet browsing, remote VPN, Firewall management, video & conferencing services etc. Delivered by a service provider with a mixture of onshore and offshore resources across all technical function areas.

The role of the Technical Assurance Analyst is required to support the Technical Delivery Manager in all aspects of supporting, advising and providing technical assurance for the managed service provided to KPMG for all the aforementioned services. The successful candidate will be responsible for providing the capability of managing and implementing day to day operational processes and refining/developing these.
Potentially ideal role for someone of a technical background looking to move into a more service management or managerial role over time.

Roles and Responsibilities

- Primary on-site point of contact for the day to day operational technical support of a critical 3rd party delivered Data Networks/Voice managed service.
- Understanding the technical services provided to KPMG by our 3rd party and facilitate collaboration between KPMG ITS and our various service providers.
- Deal with escalated complaints, comments and feedback in a professional manner.
- Ensure operational events are carried out and established Service Level Agreements are met.
- Ensure operational issues and failures are resolved with minimal impact to the customer within established Service Level Agreements.
- Project liaison, point of contact for new services where either voice or data enhancements need to be implemented by ITS or managed service provider.
- Support the ongoing analysis of capacity planning/reporting from our managed service provider, work with the Technical Delivery Manager to analyse and suggest improvements, then own pushing these through to completion.
- Provide technical input to monthly service reviews, capacity management meetings and weekly performance reviews.
- Support an extensive transition & transformation programme to deliver critical new services over 12-24 months. The role to play an important part in the smooth acceptance and adoption of those changes into operational service.

Key Accountabilities

The Technical Assurance Analyst is responsible for supporting the Technical Delivery Manager in overseeing the technical delivery of the Data Networks managed service.

- Act as a technical contact for both ITS Leadership and Managed Service Directors around the Data Networks managed service.
- Provide technical input into the change, incident, problem process, and taking responsibility for helping define and implement innovative solutions.
- Attend the daily Operational calls to ensure correct focus on Operational issues and help to ensure progress to resolution.
- Establish relationships covering support and operations and look to leverage these relationships to help evolve the Data Networks support and product offering.
- Be mobile and travel to maintain contact and attend meetings with ITS teams, customers and stakeholders.

Qualifications and Skills

The Technical Assurance Analyst requires the following skills / capabilities:

Business understanding
: Ability to interface and work both within the department and with 3rd parties, at all levels representing KPMG both internally and externally, demonstrating an understanding of the KPMG business needs and how 3rd parties can support in the delivery of these.

Personal accountability and motivation
: Willing to accept personal responsibility for their own activities and those within their team, and those of other teams within the IT organisation. Passionate about client service and seeing quality IT solutions in place in for the firm as a whole.

Team working
: The ability to work as a member of a team. The ability to listen, summarise and draw conclusions from discussions. The ability to chair meetings of senior business representatives and/or IT contacts, ensuring objectives are defined and met.

Communication skills
: The ability and self-confidence to communicate concisely and effectively both in oral and written form to build and maintain business relationships, build confidence, credibility and trust with business and IT contacts and influence key stakeholders in both communities.

Personal organisation, responsiveness and issue management
: the ability to remain calm under pressure, respond quickly to issues and effectively managing a variety of competing activities and priorities. Handles conflicts as they arise in an open, neutral and objective fashion, negotiating towards agreed solutions and escalating appropriately.
Demonstrates strong problem solving ability in an IT context. Balancing various different priorities in order to maximise and demonstrate the value provided.

: The expectation is that this role will possess a strong historical technical knowledge of data networking and a desire to learn both additional technical skills and service management capabilities. Technology knowledge includes working knowledge/understanding of switching, routing, network troubleshooting as well as a wider general understanding of server and OS and processes (including ITIL).

Experience and Background

- Operational knowledge and experience
- Background in data networks delivery and troubleshooting
- Background in Data Centre/Networking advantageous.
- Experience of developing and implementing standard and consistent technical service/operational processes
- Ability to manage and leverage relationships with internal and external stakeholders at all levels
- Ability to problem solve and see the ‘big picture’ in order to prioritise
- Decision maker, able to act on own initiative but also able ask for guidance when appropriate
- Ability to negotiate and influence decisions at senior levels and within a matrix organisation
- Experienced in planning, facilitating, and managing change, facilitation skills are key
- Experience of working in a matrixed, dual reporting organisation where not all resources are directly owned by you.

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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