Technical skills - In depth experience with IT Service Management practices in an enterprise environment
- Excellent communication skills in English, verbally and written to all levels of the organization. Confidence in dealing with staff, managers and senior leadership across the firm.
- Knowledge of cloud technologies, primarily Microsoft Azure & Google Cloud Technologies
- Ability to set clear and simply understandable, but ambitious goals that translate the business strategy into action, encouraging and motivating the team members to achieve targets
- Demonstrated commitment to continuous improvement, putting required measurements and management architectures in place to achieve improvement goals
- Ability to build constructive working relations across the different teams, functions, cultures, genders and demonstrate KPMG behavior and values
- Ability to interact professionally under pressure with a wide range of customers ranging from end-users and IT staff to management and external service providers
- Professionalism and commitment which includes investing time outside office hours when deemed required
- Team player who values honesty and transparency, credits others and is willing to share success
Qualifications- Bachelor's degree in Information Technology or Computer Science or related discipline or equivalent professional experience
- Knowledge in industry standards, related to areas defined in: ITIL, Lean Six Sigma, ISO 20000, DevOps is a must
- ITIL Certification is a must ; TIL Managing Professional, Practice Manager or Master certification is a plus
- Previous team management experience in a global environment is considered a plus
- Agile/Scrum certification is a plus
- Familiarity with ITSM platforms (e.g., ServiceNow)
- Affinity with IT Service Management frameworks, change and organizational sensitivity
Experience- 12+ years of hands-on and leadership 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 with Business and IT Leaders at the Global, Regional and National Level
- Experience with Site Reliability Engineering concepts with focus on removing toil where possible.
- Strong business stakeholder management
- Experienced in managing third parties
- Experienced in working in a matrix management structured organization
- Excellent organizational and planning ability
- Excellent cross functional team management skills
- Experience managing resources in a fast-moving environment and on projects with evolving requirements and accelerated timelines
- Strong data, metrics, and analysis skills
- Open to adopting artificial intelligence and keen to identify and implement automation opportunities that improve ITSM process efficiency, governance, decision-making, and service outcomes.
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