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Service Delivery Manager
2 months ago
Responsibilities:
- Proactively recommends actions to maximize resource utilization and to reduce mean resolution time to customer issues.
- Thinks strategically and proactively to identify product and implementation issues and improvements, and continually communicates with the Leadership Team, offering solutions and taking ownership of problem resolution.
- Monitors and reports to the management on customer experience trends and actions as well as their effect on the overall customer experience.
- Manages and expands programs to develop and maintain company product knowledge as well as KPMGt standards and procedures.
- Manages and drives client-facing activities and processes including, release planning, user-acceptance testing and user training / documentation.
- Maintains outstanding client relationships by diagnosing client needs and working closely with the development manager to ensure that application issues or bugs are addressed in a timely fashion, and that the final product / solution is of appropriate quality and meets or exceeds client expectations.
- Regularly update the management in terms of the task status and timely escalation of issues.
- Apply KPMG's Advisory methodologies for process analysis to ensure a consistent approach to evidence gathering.
- Comply with KPMG Policies and Standards throughout delivery of engagement.
- Demonstrate professionalism and confidence in dealing with clients and stakeholders.
- Perform tasks assigned by management that are aligned with the service lines' goals and objectives.
Qualifications:
- Graduate of Information Technology, Engineering, or equivalent.
- At least 8 years of experience working in IT service management, or a similar role.
- Expertise in certain ITIL areas ie. Incident Management, Change Management and Problem Management.
- Has vast experience and expertise in Operations and has good command of support groups acting as a Crisis / Major Incident Manager
- With background in both Operations / Application support (preferably with experience in cloud / big data) and Service Level Management / Stakeholder or Client Management
- ITIL certification is a must (ITIL v3 at a minimum)
- Strong problem solving, analytical, and time management skills.
- Ability to analyze high volume of technical data and work in a fast-paced environment.
- A strong sense of business ownership and customer focus
- Excellent communication (written and oral) and interpersonal skills
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