8/20/23, 12:46 AM Associate Director- Application Management Lead - KPMG Global Services Careers

   

Associate Director- Application Management Lead

Bangalore, Karnataka, India and 1 more

 TRENDING

JOB DESCRIPTION

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.

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8/20/23, 12:46 AM Associate Director- Application Management Lead - KPMG Global Services Careers

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.

https://ejgk.fa.em2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_3/job/30006776?utm_medium=jobshare 2/11
8/20/23, 12:46 AM Associate Director- Application Management Lead - KPMG Global Services Careers

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

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8/20/23, 12:46 AM Associate Director- Application Management Lead - KPMG Global Services Careers

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.

Service Operations:

https://ejgk.fa.em2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_3/job/30006776?utm_medium=jobshare 4/11
8/20/23, 12:46 AM Associate Director- Application Management Lead - KPMG Global Services Careers

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.

https://ejgk.fa.em2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_3/job/30006776?utm_medium=jobshare 5/11
8/20/23, 12:46 AM Associate Director- Application Management Lead - KPMG Global Services Careers

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.)

https://ejgk.fa.em2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_3/job/30006776?utm_medium=jobshare 6/11
8/20/23, 12:46 AM Associate Director- Application Management Lead - KPMG Global Services Careers

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

#LI-DW1

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.

Service Operations:

https://ejgk.fa.em2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_3/job/30006776?utm_medium=jobshare 7/11
8/20/23, 12:46 AM Associate Director- Application Management Lead - KPMG Global Services Careers

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.

https://ejgk.fa.em2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_3/job/30006776?utm_medium=jobshare 8/11
8/20/23, 12:46 AM Associate Director- Application Management Lead - KPMG Global Services Careers

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.)

https://ejgk.fa.em2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_3/job/30006776?utm_medium=jobshare 9/11
8/20/23, 12:46 AM Associate Director- Application Management Lead - KPMG Global Services Careers

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

APPLY NOW

JOB INFO

Job Identification 30006776

Posting Date 17/08/2023, 11:24

Apply Before 27/09/2023, 11:24

Degree Level Graduation

Job Schedule Full time

Locations  Two, Bangalore, Karnataka, 560103, IN

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