ITSM Lead - Fully remote opportunity

• 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

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
• ITILCertification isa 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.