As we continue to grow and strengthen our support and managed services offerings, we are seeking an experienced Service Delivery Manager to join our team.
Responsibilities:
Provide end to end ownership of customer service contracts
Work across our ITIL based services, like problem and incident management, to deliver customer outcomes
Coordinate effort and liaise between nearshore and offshore teams
Ensure that an excellent service is being consistently delivered, and end customers consistently receive the contracted services
Ensure effective management and process controls are in place, and escalation is effective where necessary
Act as a point of contact and escalation for contracted end customers
Build services relationships with customers
Track performance of services and prepare reporting on SLAs & KPIs
Produce regular management reports for customers and attend review meetings
Provide analysis, feedback and actions based on trends, root cause analysis and other reports
Manage service improvement plans, inclusive of formalized creation and ownership with end customers
Take an active involvement in recruitment and team retention
Participate in offering improvements and creation
Requirements
Minimum of 5 years’ service delivery management experience working within an IT Support/Managed Services environment
Good communication skills, with strong customer focus with the ability to operate at all contact levels including senior manager/director level
Demonstrable problem-solving skills
Strong commercial acumen, with the ability to identify and effectively communicate commercial opportunities and issues
Organised and delivery focused, strong planning skills and process driven
Superior time-management skills along with strong sense of urgency
People orientated, with team lead qualities, with experience of influencing and impacting leadership communities at varying levels
Able to work independently with minimal direction
ITIL certified
Why Consulting at KPMG?
Technology is a critical focus for us. It underpins everything we do. We're investing in technology like never before – not least because the pace of technological change is disrupting organisations in new and challenging ways. Through advanced data analytics and emerging tech-enabled solutions like AI and machine learning, we're helping clients across diverse sectors to navigate that change. We enable them to avoid any unnecessary risks and to uncover new, transformative opportunities that could give them a competitive edge. A career here means stretching your skills and honing your expertise by solving complex problems as part of a collaborative, results-driven and supportive team. Whether we're helping our clients to reduce their costs, make better decisions, improve efficiencies or deploy the latest technologies, we bring together broad specialisms and talents to deliver robust, connected solutions.
