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

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

As a firm we help our clients navigate their biggest issues and opportunities. We aim to be universally recognised as a great place for great people to do their best work – a firm known for our collaborative and inclusive culture. And we will take pride in driving lasting, positive change in society.

KPMG's Commitment to Inclusion: 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. 

KPMG research shows that 2/3 of deals fail to deliver value, and amongst the top reasons are People and Culture.

HR M&A was set up as part of the Integration & Separation (I&S) team in Deal Advisory, which has been growing year on year and seen by our clients as a market leader. We have worked on some of the largest and most high-profile client engagements in the deals space, including multi-billion spins, integration of global mega mergers, disposals of non-core assets for large multinationals. We have launched a market differentiating digital engagement platform for M&A as well as a campaign focused on ‘the Human Side of Deals’, and we continue to drive digital innovation.

This is an opportunity to be part of a fast growing, dynamic, working flexibly, collaborative culture and diverse team, made up of HR deals professionals working alongside with deal execution teams on large scale, global integrations, separations and Joint Venture, across a range of sectors (Financial Services, Healthcare, Real Estate, Consumer, Industrial, Technology, Media and Telecommunications or Business Services). We work together to develop solutions to the issues our clients may face and understand the financial benefits or risks that may be present from a people perspective.

KPMG’s Deal Execution practice is looking for exceptional candidates for an Associate Director role, with a technology, digital, AI and M&A specialisation.

Associate Director - Deal Execution - Integration & Separation

KPMG’s Deal Execution practice is looking for exceptional candidates for an Associate Director role. The Deal Execution team is part of KPMG’s rapidly expanding Strategy Group, which delivers value for clients by challenging conventional thinking, bringing deep industry and functional insights and executing with investor-grade rigour.  We are a diverse team working collaboratively with and orchestrating KPMG’s broad set of capabilities within our Deal Advisory business, and are focused on continually enhancing value for clients across the deal and economic cycle. Our teams comprise of specialists capable of helping clients right through from conceptual thinking of buying a business to turning their business around in times of difficulty.

The Deal Execution Advisory Team

KPMG's Deal Execution Advisory Team is a growing and dynamic team. We work with both vendors and acquirers on mergers, acquisitions, divestments, exits and joint ventures, both pre and post-deal.

The team offers four key proposition areas:

Separation: Supporting vendors to plan and deliver a credible, discrete standalone entity to the Buyer with value preserved and business continuity in place from Day 1, including supporting the definition and implementation of transitional service agreements.

Integration: Pre and post deal integration design, planning and implementation to integrate the target business into the Buyer’s organisation whilst mitigating risk and enhancing value.

Synergies: Understanding the potential benefits and costs generated through a proposed transaction, and the associated plans, interdependencies, risks and issues for the delivery of base and stretch case targets.

Joint Ventures: Helping respective partners ensure the key value considerations are identified and prioritised early and delivered through the associated business plan, leveraging each party’s specific contribution and capabilities and managing broader stakeholder relationships.