Regional Business Solution Delivery Lead (2-year Contract)

We invite highly motivated, dynamic professionals to join our growing Asia Pacific Regional Delivery Centre (ASPAC RDC)

Backed by a worldwide partnership of professional services firms, KPMG plays a leading role in a rapidly advancing digital transformation. As the importance and demand of digital technology platforms and consistency ever increases, KPMG has a clear focus on leveraging cloud technologies and cutting-edge ERP technologies to support our member firms in the region.

The Regional Business Solution Delivery Lead oversees several key functions within the Regional Application Support (RAS) team that enable the delivery of a high-quality service to member firm end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role. It requires that you establish and manage expectations within the business and to apply industry best practices to drive the RAS team to achieve those expectations to a high standard through fixing any reliability issues, tracking service metrics. This role requires someone who can keep a positive relationship with (internal) clients, meet deadlines, lead a team, stay organized, manage conflict and use creativity to find ways to make the service better and improve customer satisfaction.

The role involves:

• Maintain high performing service support functions including Helpdesk, Tier 2 support and VIP support for our regional business solutions including ERP Technologies such as SAP, Microsoft and ServiceNow
• Owner of the Incident, Request, and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
• As owner of the Escalation process, the Service Delivery Lead will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
• Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
• Be an ambassador for RAS, working across the member firm business to provide effective communication on support and operations matters
• Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimised and agreed
• Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems

The ideal candidate should possess:

• 8+ Years of hands-on and leadership experience working in a multi-cultural, multi-vendor environment in a multi-discipline team across countries with sound knowledge in building effective working relationships.
• Bachelor’s degree from an accredited university in Technology Management, Computer Science, Information Systems, Information Management or related field or acquired academic level by working experience or relevant industry renowned certifications.
• Documented understanding of ITIL processes, Modern Service Management SLA’s and KPI’s, TCO.
• Knowledge of ISO / SOC2 standards, Lean/Six Sigma or other process improvement methodologies is a plus
• Excellent leadership and people management skills
• Excellent communication skills in English, verbally and written to all levels of the organization. Confidence in dealing with staff, managers and partners across the firm.
• Coordination and project management skills in order to manage team tasks, understanding of full project cycle to support deployment projects.
• Ability to lead discussions in a constructive way with clear goals, deliverables, documented agreements and follow up actions.
• Ability to build constructive working relations across the different teams, functions, cultures, genders and demonstrate KPMG behavior and values.
• Strong data, metrics, and analysis skills.

Only shortlisted candidates will be contacted by KPMG Talent Acquisition team.

We offer successful candidates an attractive remuneration package and the opportunity to work in a dynamic and exciting environment.

Personal data collected will be used for recruitment purposes only.

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