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.