Service Delivery Manager 

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 - specifically in Microsoft Technology
• 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

About Global Technology & Knowledge

The core services provided by Global Technology & Knowledge are more crucial than ever to our future, as we enable KPMG’s digital transformation, provide trusted technology services, ensure security across the network and accelerate our Collective Strategy. Our ways of working are based on the principles of customer-centricity, communities of expertise, an optimized delivery model, flexibility, a culture of empowerment, and fulfilling careers. We are organized under five new ‘domains’: Technology Portfolio Delivery, Global Enterprise Technology, Technology Strategy & Blueprint, Global Information Security Group and Business Operations. This is an exciting time for us as we continue to drive technology excellence at the heart of Collective Strategy v3.0, and our GT&K colleagues all play a pivotal role in making this a success

You will be a Senior Manager within our Tech Transformation Practice (aligned to WAM Consulting) and will be helping both grow our business and ensure our teams deliver high quality advice to clients. You should expect to be involved in a wide range of challenging client engagements across the WAM value chain for clients from across the ecosystem. As a Senior Manager you will be expected to lead on the delivery of key client work items such as leading programmes or being responsible for building KPMG IP. 

It is also expected that you will lead and manage more junior members of the KPMG team as part of project delivery. You will be an example to more junior members of staff who will look to you for advice, guidance and development support.   

As a Senior Manager it is likely that you will also be required to support Directors and Partners with business development activity such as helping with proposition development, proposals, RFP responses and pipeline management.

In addition to supporting the build out of the client proposition for technology, you will also be expected to support the development of the practice in a broader sense, such as through the development and nurturing of junior talent, training, internal communications and contribution to the positive culture and supportive working environment.

• The Employment Law Team comprises 15 team members who regularly work with a wide cross-section of the KPMG client-facing business.
• The Team is growing fast.  In the past 18 months it has gone from I to 3 Partners.
• The team undertakes a variety of work with a focus on workforce and pay compliance (including national minimum wage, holiday pay, employment status, pay gap reporting and equal pay), workforce change (people aspects of restructurings including redundancies and TUPE transfers,  changes to terms and conditions and transactional support) as well as general HR/ ER advisory work and global employment projects.
• The applicant should be a team player with an entrepreneurial spirit and be prepared to work in a different way to lawyers in traditional law firms. 
• The applicant should be keen to contribute to the growth of the team.

Summary of Role

The SAP CDL is accountable for the quality of delivery of all SAP engagements, both functional and technical, through a matrixed team of Engagement Leaders and Engagement Managers. The CDL enables the growth of our SAP business by validating dealboard submissions, driving resourcing (on, near and offshore), embedding scalable and repeatable methods, incorporating lessons learned to improve delivery, and providing delivery assurance to SAP engagements.

Responsibilities

Sales

• Provide constructive challenge through the Deal Board and Solution Review processes with strong focus on delivery risk, client obligations, fixed price contingency level and risks that could erode EP and impact delivery success
• Identify and initiate new opportunities from existing SAP engagements
• EQCR for complex SAP deliveries – opportunity through to engagement

Capability Build  

Resourcing

• Grow team of SAP Engagement Leaders and Engagement Managers to ensure strength in delivery management
• Approve EL and EM accreditation requests for SAP service lines
• Maintain tight visibility of pipeline to ensure to resourcing budgets and targets are aligned and agreed for each year
• Manage timely resource planning and recruitment of functional and technical resources for all SAP engagements across all locations – on, near and offshore along with global reach to other KPMG locations and third parties
• Ensure engagement team make up contains the right skills experience and diversity