Application Management Lead: Service Operations
KPMG
KPMG is part of a global network of firms that offers Audit, Tax & Pensions, Consulting, Deal Advisory and Technology services. Through the talent of over 16,000 colleagues, we bring our creativity and insight to our clients’ most critical challenges.
With offices across the UK, we work with everyone from small start-ups and individuals to major multinationals, in virtually every industry imaginable. Our work is often complex, yet our vision is simple: to be the clear choice for our clients, for our people and for the communities we work in.
Enterprise-Wide Technology (EWT)
EWT is the UK Firm’s internal technology division and is accountable for delivering a range of services to the UK Firm. Taking a holistic approach, this includes gathering requirements, solution design, build and run and the execution of complex change portfolios focused on security, data, core infrastructure and business applications.
Service Operations
Service Operations is a vital element of EWT therefore the Application Management Lead is accountable for management of all in scope Applications assuring alignment with the Apps Management strategy and framework. Acting as a key point of contact with third party vendors, this role will provide leadership and direction on service operational, and assurance matters through a team of Service Managers and Analysts. Equally, the Lead will act as the point of escalation for service operations and provide direction to service delivery roles.
Key Responsibilities
Accountable for the Portfolio Management for all shared applications, maintaining an up-to-application catalogue and defining the strategy for each application.
Define and drive application portfolio simplification and actively seek rationalisation opportunities.
Ensure Service Level Agreements cover all KPMG UK applications agreed upon with the owners of each application.
Ensure effective service design, transition, and acceptance before handover to support teams.
Develop and leverage collaborative working relationships with capability CTO’s and the wider business to deliver end-to-end service.
Act as a technical expert you will work closely with the business to help them fully realise the business potential of their current applications to improve business performance.
Establish a consistent engagement model for the central Application Management organisation to meet customer representatives regularly (service management reviews), monitor progress against issues, monitor and publish performance against SLAs, and drive the necessary service improvement plans
Application sustainability and optimisation
Drive service continuity management of application services – identifying issues before they impact performance and overseeing the introduction of change to new and existing systems
Identifies risks and vulnerabilities, assesses their impact and probability, develops mitigation strategies and reports to the business.
Drive application automation to transform manual service tasks into reliable, repeatable and timely processes to gain control over application packaging, deployment, change, troubleshooting, recovery and auditing.
Responsible for life cycle management, working with relevant IT teams and vendors to plan and deliver the required projects.
Ensure ways of working reflect ITIL principles and compliance with all IT controls and policies, including security.
In conjunction with the Service Director – ensure achievement of agreed service levels and broader customer satisfaction and service level measures.
Own relationships and contracts with partners and suppliers to meet key performance indicators and agreed on targets, overseeing issue resolution where required.
Contribute to, or be responsible for, the negotiation of significant contracts.
The Person
Minimum 5 Years in IT Leadership Role
Essential experience managing IT Applications in a pan European or global organisation
Experience of operating in a complex organisation in a matrixed environment
Experience in Applications management
Experience of managing within a multinational matrix organisation
Experience in creating and implementing strategy
Understanding and emerging technologies and opportunities
Results driven
Ability to work in a large matrix organisation
Adaptable and flexible thinking with a strong ability to influence
Experience in defining or managing Service performance metrics and KPIs (e.g. NPS, CSATs, MTTR, Cost per Contact etc.)
Prior experience working with service management toolsets (e.g. ServiceNow, JIRA, BMC Remedy etc.)
Good understanding of relevant service management frameworks (e.g., ITIL, COBIT, IT4IT, DMAIC, Agile etc.)
Working knowledge of on-prem and cloud services (SaaS, PaaS etc.)
Prior experience leading cross-functional geo-dispersed teams and vendors
Effective interpersonal and stakeholder management skills
Responsibilities
Application Management Lead: Service Operations
KPMG
KPMG is part of a global network of firms that offers Audit, Tax & Pensions, Consulting, Deal Advisory and Technology services. Through the talent of over 16,000 colleagues, we bring our creativity and insight to our clients’ most critical challenges.
With offices across the UK, we work with everyone from small start-ups and individuals to major multinationals, in virtually every industry imaginable. Our work is often complex, yet our vision is simple: to be the clear choice for our clients, for our people and for the communities we work in.
Enterprise-Wide Technology (EWT)
EWT is the UK Firm’s internal technology division and is accountable for delivering a range of services to the UK Firm. Taking a holistic approach, this includes gathering requirements, solution design, build and run and the execution of complex change portfolios focused on security, data, core infrastructure and business applications.
The Person
Minimum 5 Years in IT Leadership Role
Essential experience managing IT Applications in a pan European or global organisation
Experience of operating in a complex organisation in a matrixed environment
Experience in Applications management
Experience of managing within a multinational matrix organisation
Experience in creating and implementing strategy
Understanding and emerging technologies and opportunities
Results driven
Ability to work in a large matrix organisation
Adaptable and flexible thinking with a strong ability to influence
Experience in defining or managing Service performance metrics and KPIs (e.g. NPS, CSATs, MTTR, Cost per Contact etc.)
Prior experience working with service management toolsets (e.g. ServiceNow, JIRA, BMC Remedy etc.)
Good understanding of relevant service management frameworks (e.g., ITIL, COBIT, IT4IT, DMAIC, Agile etc.)
Working knowledge of on-prem and cloud services (SaaS, PaaS etc.)
Prior experience leading cross-functional geo-dispersed teams and vendors
Effective interpersonal and stakeholder management skills
#KGS
Qualifications
Application Management Lead: Service Operations
KPMG
KPMG is part of a global network of firms that offers Audit, Tax & Pensions, Consulting, Deal Advisory and Technology services. Through the talent of over 16,000 colleagues, we bring our creativity and insight to our clients’ most critical challenges.
With offices across the UK, we work with everyone from small start-ups and individuals to major multinationals, in virtually every industry imaginable. Our work is often complex, yet our vision is simple: to be the clear choice for our clients, for our people and for the communities we work in.
Enterprise-Wide Technology (EWT)
EWT is the UK Firm’s internal technology division and is accountable for delivering a range of services to the UK Firm. Taking a holistic approach, this includes gathering requirements, solution design, build and run and the execution of complex change portfolios focused on security, data, core infrastructure and business applications.
The Person
Minimum 5 Years in IT Leadership Role
Essential experience managing IT Applications in a pan European or global organisation
Experience of operating in a complex organisation in a matrixed environment
Experience in Applications management
Experience of managing within a multinational matrix organisation
Experience in creating and implementing strategy
Understanding and emerging technologies and opportunities
Results driven
Ability to work in a large matrix organisation
Adaptable and flexible thinking with a strong ability to influence
Experience in defining or managing Service performance metrics and KPIs (e.g. NPS, CSATs, MTTR, Cost per Contact etc.)
Prior experience working with service management toolsets (e.g. ServiceNow, JIRA, BMC Remedy etc.)
Good understanding of relevant service management frameworks (e.g., ITIL, COBIT, IT4IT, DMAIC, Agile etc.)
Working knowledge of on-prem and cloud services (SaaS, PaaS etc.)
Prior experience leading cross-functional geo-dispersed teams and vendors
Effective interpersonal and stakeholder management skills
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