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IT Service Delivery Manager - Watford

Date: Nov 28, 2018

Location: Watford, United Kingdom

Company: KPMG UK

AutoReq ID140004BR
Job TitleIT Service Delivery Manager - Watford
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
The Service Delivery Management team form part of the IT SI&G team and is a direct report to the Function Management lead.

The role of the Service Delivery Manager is to provide end to end Service Management in relation to all IT Operational delivery processes to a number of business functions across KPMG. The successful candidate will be the main point of contact for two or three significant business functions.


Primary responsibilities include:

- Single point of contact for all IT services delivered to the specified business functions - owning and being accountable for the customer experience
- Understanding the Business Functions / applications to manage expectations on Service delivery and to collaborate on delivering improvements
- To evolve ITS capability to the end users and develop the IT operational support models for on boarding new services as they transition from project into operations
- Ensuring services are delivered in accordance with agreed business requirements, and managing the service lifecycle – often in conjunction with ITS Operations Service teams.
- To work across all the IT’s teams to ensure a high quality service is delivered to the specific business function.


Key Accountabilities


The SDM is responsible for overseeing the delivery of IT operations to one of the Business Functions within KPMG.

- Act as the main point of contact for Key Stakeholders and is accountable for the management of IT activities
- Own the communication and ‘business translation’ of IT issues and problems to the Business Leads. Manage expectations to ensure minimised impact to the Business Functions processes
- Own and manage the QMUK2481 (Support Model) ensure the framework is both fit for purpose and reflects any changes in the service offering
- Perform trend analysis on recurring problems (technical, people, process or other), and taking responsibility for implementing innovative solutions.
- Provide monthly management reports and chair monthly service reviews with key business stakeholders including CIOs and Senior Management
- Attend the ITS Services weekly change board calls
- Establish relationships covering support and operations and look to leverage these relationships to evolve the UK ITS support and product offering.
- Produce transparent monthly charges where applicable
- Ensure SLAs / SLOs are set, measured and reported where applicable
- Initial contact for business Service Requests and leads transition of project activity to internal Business Engagement team
- Work with UK ITS Contract Management team for review and submission of internal contracts (e.g. Statement of Work)
- Understand the business roadmap / pipeline of activities to anticipate ITS support needs
- Stay current with the various IT products, services and project pipelines, ensuring the support teams are always aware and prepared. Take the required measures to minimise any impact to ITS
- Be mobile and travel to maintain contact and attend meetings with ITS teams, customers and stakeholders.

Essential Criteria:
The SDM 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 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 their business area(s) and across 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 the various different priorities of the business in order to maximise and demonstrate the value provided.

Knowledge: The expectation is that this role will build both a business and technology knowledge and literacy. Business knowledge would include operations, plans, policies and key contacts and an understanding of strategy. Technology knowledge includes a working understanding of the IT strategy, operations, processes (including ITIL) and key contacts within UK ITS.

Qualifications and Previous Experience:

- Operational knowledge and experience
- Strong background in service delivery
- Background in Application and SAAS management, Data Centre service management, virtualised and CSV Storage plus Cloud environments advantageous
- Experience with Budget / Portfolio management
- Experience of developing and implementing standard and consistent service management processes
- Ability to manage and leverage strong relationships with internal and external stakeholders at all levels
- Ability to problem solve and see the ‘big picture’ in order to prioritise
- Managing partner/suppliers/clients
- Decision maker, able to act on own initiative but also able ask for guidance when appropriate
- Proven ability to negotiate and influence decisions at senior levels and within a matrix organisation
- Experienced in planning, facilitating, and managing change, Strong 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

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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