ITSM Service Owner & Service Delivery Manager

Title : ITSM Service Owner & Service Delivery Manager

Global Job Level : Manager

KPMGI Group : Global Technology & Knowledge GT&K

Business Unit/Function : Technology Operations

Role Summary :

The ITSM Service Owner & Service Delivery Manager is responsible for overseeing and implementing service management processes related to service provisioning, support, and business relationships within the ITSM domain. This role involves ensuring the consistent implementation, management, and continuous improvement of processes such as incident, request, problem, configuration, knowledge, service catalog, service level, continuous improvement, and change management across the organization. The Manager plays a crucial role in aligning business requirements, operational expectations, and reporting on service quality metrics, while also focusing on efficient process management to meet customer needs.

This position will be responsible for undertaking various activities encompassing planning, implementations, and continuous process management to effectively identify and fulfill the requirements of our valued customers.

Responsibilities :

• Owns IT service management (ITSM) processes and ensure the ongoing adherence and adoption through compliance reporting and education

• Manage the service provided by Supplier teams working with the Global Service Management Office to ensure management and governance of IT Service Management processes

• Provide ongoing input into continuously improving service management processes and implementation within ITSM tools

• Develop quality metrics (Power BI) for service management processes lifecycle management, analyze data and implement quality improvements

• Run or ensure management of major incident management investigations to facilitate the resolution of major incidents 24 x 7 x 365

• Act as an escalation point for all ITSM Process and Tool management activities

• Availability to work in Singapore hours and/or CET hours is a must

Technical Skills & Qualifications :

• Knowledge in industry standards, related to areas defined in : ITIL, Lean Six Sigma, COBIT, ISO 20000, DevOps is a must

• Good knowledge of cloud technologies, primarily Microsoft Azure Technologies

• Experience managing service management processes, policies, procedures, and guidelines

• Strong leadership skills and the ability to work effectively with business managers and IT operations staff

• Ability to lead and motivate cross-functional, interdisciplinary teams to achieve tactical and strategic goals

• Excellent verbal, written and interpersonal communication skills, including the ability to communicate effectively with the IT organization, project and application development teams, management, and business personnel

• Attention to detail and pride in well-presented and accurate work; Strong problem solving, analytical, and independent judgment skills to support an environment driven by customer service and teamwork

• Must be able to work autonomously and independently with minimal guidance

• Professionalism and commitment which includes investing time outside office hours when deemed required

• Ability to build productive relationships with peers and customers

• Confidence in dealing with staff, managers, and senior leadership across the firm

• High English language speaking, reading, and writing proficient

Experience & Knowledge :

• Bachelor's degree in IT, Business, or related field.

• Minimal of 10+ years of experience in IT Service Management.

• Strong understanding of ITIL framework (ITIL certification preferred).

• Experience with ServiceNow or similar ITSM platforms.

• Excellent communication and stakeholder management skills.

• Analytical mindset with experience in metrics and reporting.

• Familiarity with Configuration and Release Management processes (preferred)

• High proficiency in English (spoken and written).