KPMG India Looking for Senior Manager – IT Service Assurance Lead at Bengaluru, Karnataka, India Full Time

KPMG Global Services (KGS) India is a strategic global delivery organization that works with more than 50 KPMG firms to provide a progressive, scalable and customized approach to business requirements.

The KGS India journey has been one of consistent growth, with a current employee count of c.21,000, operating from eight locations in India — Bengaluru, Gurugram, Hyderabad, Mumbai, Kochi, Noida, Pune and Kolkata. — and providing a range of Advisory and Tax-related services to KPMG firms around the world.

Job Summary:

As the IT Service Assurance Lead, you will play a critical role in ensuring the stability, availability, and performance of our IT services. You will be responsible for developing and implementing service assurance strategies, managing operational escalations, and collaborating with cross-functional teams across Enterprise-Wide Technology (EWT) to drive strategic continuous improvement in service quality. Your expertise will be crucial in maintaining a high level of customer satisfaction.

Key Responsibilities:

Service Assurance Strategy: Support the Director of Service Assurance in developing and implementing IT service assurance strategies to proactively identify and address potential service issues through continuous service improvements.

Service Integration and Management (SIAM): Work with the SIAM team to identify areas of process improvements across core Service Management processes like Incident, Problem, Change, Configuration and Request fulfilment.

Service Quality Improvement: Collaborate with multiple internal and external teams to identify areas for strategic service quality improvement and drive initiatives to enhance service reliability and performance.

Performance Monitoring: Implement monitoring tools and methodologies to continuously monitor service performance and report on key performance indicators.

Team Leadership: Lead and mentor the offshore team of 6 service assurance professionals, fostering a culture of excellence and continuous improvement.

Documentation: Maintain accurate documentation of service assurance processes, incident reports, and problem resolutions.

Stakeholder Communication: Effectively communicate service status, operational updates and resolutions to stakeholders, including senior management including CTOs and EWT leadership.

Vendor Management: Work with Service Operations and Collaborate with third-party vendors and service providers to ensure seamless service delivery and adherence to contractual agreements.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field. Master’s degree preferred.
• Proven experience in IT service assurance or related roles, with at least 5 years of leadership experience.
• Strong knowledge of ITIL (Information Technology Infrastructure Library) best practices and IT service management and SIAM frameworks.
• Excellent communication and interpersonal skills with the ability to work effectively with cross-functional teams.
• Experience with performance monitoring and analysis tools.
• Strong leadership and team management skills.
• IT certifications such as ITIL, SIAM or relevant certifications are a plus.