Service Delivery Manager, Global Technology and

4 months ago

Toronto, Canada KPMG Full time

Overview:
At KPMG, you’ll join a team of diverse and dedicated problem solvers, connected by a common cause: turning insight into opportunity for clients and communities around the world.

The Opportunity

The Service Delivery Manager is responsible for overseeing and implementing service management processes related to service provisioning, support, and business relationships within the ITSM domain. This role involves ensuring the consistent implementation, management, and continuous improvement of processes such as incident, request, problem, configuration, knowledge, service catalog, service level, continuous improvement, and change management across the organization.

What you will do:

- Owns IT service management (ITSM) processes and ensure the ongoing adherence and adoption through compliance reporting and education.
- Manage the service provided by Supplier teams working with the Global Service Management Office to ensure management and governance of IT Service Management processes.
- Provide ongoing input into continuously improving service management processes and implementation within ITSM tools.
- Develop quality metrics (Power BI) for service management processes lifecycle management, analyze data and implement quality improvements.
- Run or ensure management of major incident management investigations to facilitate the resolution of major incidents 24 x 7 x 365.
- Act as an escalation point for all ITSM Process and Tool management activities.

What you bring to this role:

- Knowledge in industry standards, related to areas defined in: ITIL, Lean Six Sigma, ISO 20000, DevOps is a must.
- Good knowledge of cloud technologies, primarily Microsoft Azure Technologies.
- Strong leadership skills and the ability to work effectively with business managers and IT operations staff.
- Experience in ITSM process governance.
- IT related University degree from an accredited college/university in a related field (i.e., Computer Science) or equivalent experience
- ITIL Certification is a must: Expert or Master certification level is a plus.
- 5+ years IT experience with 4+ years professional experience in IT Service Management
- Experience of working in a multi-cultural and multi-vendor environment in a multi-discipline team in multiple country locations with sound knowledge in building effective working relationships.

**Keys to your success**

KPMG individuals **Deliver Impact | Seek Growth | Inspire Trust **and understand that a diverse workforce enables us to deepen relationships and strengthen our business.

**Providing you with the support you need to be at your best**

For more information about KPMG in Canada’s Benefits and well-being, click here.

Our Values, The KPMG Way:
**Integrity**, we do what is right | **Excellence**, we never stop learning and improving | **Courage**, we think and act boldly | **Together**, we respect each other and draw strength from our differences | **For Better**, we do what matters

**Adjustments and accommodations throughout the recruitment process**

For information about accessible employment at KPMG, please visit our accessibility page.

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