We are looking for an experienced Dynamics 365 Solution Architect Contact Centre as a Service (CCaaS) leader to take on a senior role in our growing practice. The role involves designing and implementing solutions, collaborating with clients, and ensuring seamless integration of software developments and business processes.The ideal candidate will be an established professional with extensive experience in working on the Microsoft Dynamics 365 Customer Service & CCaaS area.  They will have an in depth view of how the Dynamics platform is evolving and be able to communicate the implications of this for both our clients and our teams. 

They will be passionate about developing a strong community ethic within the team and driving a high performance culture.  They will have strong collaboration skills and be comfortable working as part of a global team.
 

Responsibilities
•    Building and leading the D365 CCaaS practice, developing the team to enable the delivery of our long term business strategy •    Be a champion for the D365 CCaaS Product
•    Have an exceptional understanding of Dynamics 365 CCaaS capabilities and the wider CCaaS market 
•    Driving collaboration across the CCaaS internal community 
•    Building the eminence of KPMG Microsoft Business Solutions within the marketplace
•    Developing a high performance culture within the D365 CCaaS practice
•    Supporting pre-sales and key client engagements to secure new business and demonstrate delivery excellence
•    Meet and exceed customer expectations of business knowledge, skills and behaviour.
 

Requirements

Qualifications and Skills •    Deep and broad knowledge of CCaaS in general and Microsoft Dynamics 365 Customer Service & CCaaS
•    Extensive consulting skills
•    Business Process knowledge
•    Broad understanding of software delivery 
•    Excellent soft skills and leadership qualities
•    Ability to work independently and as part of a team
•    Relevant certifications in Dynamics 365 or related technologies

Experience and Background

•    Ability to undertake senior roles in complex engagements and present to the C-Suite stakeholders
•    Experience with Microsoft Dynamics 365 Customer Service & CCaaS in a Lead Consulting role •    Experience of large scale CCaaS implementations
•    Pre-sales experience in Microsoft Dynamics 365 Customer Service & CCaaS
•    Excellent presentation and demonstration skills

KPMG’s Innovation Reliefs and Incentives team is made up of tax, engineering, science and technology specialists delivering expert advice to a broad range of clients across almost every industry sector. As one of the largest teams in the industry, our continued investment in innovation advisory means that we seek engineers, scientists and tax professionals to join us on the next exciting phase of our growth.

Our team works with clients from owner managed business, to large multinational organisations, and we are looking for a Senior Manager with a strong financial, accounting and tax background to assist clients across as suite of innovation advisory services including R&D tax Credits, Patent Box, R&D Allowances, Grants and Innovation Advisory services.

This exciting role is within our Midlands Corporate Tax Advisory & Compliance team, based in our Birmingham or Nottingham office. 

Our clients include UK headquartered businesses and inbound groups across a range of sectors. 

Our work in the tax advisory space includes supporting clients with business and fiscal change. This can include advising on new jurisdiction entry, the development of new business areas, business reorganisations, tax authority enquiries, pre/post transaction reorganisations, refinancing, cash repatriation, interest deductibility and the impact global fiscal change (e.g. BEPS Pillar 2).

We work as a hybrid team where we get together in the office or at client sites at least twice a week to collaborate and learn together, with flexibility over how you spend the rest of your time. 

A key focus for KPMG’s GCT team is to help multinational groups and financial services clients manage their global tax compliance, reporting and statutory accounting obligations, through outsourcing, co-sourcing, transformation and technology. More information about our team is at the end of this job description.

Our Corporate Tax Compliance business is made up of a dedicated and enthusiastic team of Corporate Tax Compliance specialists working with our cutting-edge technology platform and our advisory teams to provide a first-class service to our diverse client base which includes global and large domestic compliance clients with complex and interesting tax profiles. We are growing quickly, so it’s an exciting time to join the team.

We are now looking for a talented individual at Senior Manager level. The successful candidate will have deep technical knowledge and thrive in a dynamic and challenging working environment to ensure excellent client service, and will be supported by a strong and ambitious leadership team.

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