Specialist Director, Service Management Office (SMO) - Cyber Engagement

KPMG is currently seeking a Specialist Director, Service Management Office (SMO) - Cyber Engagement to join our Managed Services practice.

Responsibilities:

• Own integrated service performance across cyber workstreams, geographies, and delivery partners, including quality, resilience, contractual outcomes, and value realization; serve as the senior operational interface among client executives, Engagement Partners, cyber leaders, and delivery teams; translate strategy and commitments into an actionable service roadmap; maintain executive visibility into service health, cyber risk, dependencies, financial performance, transformation progress, and required decisions; build trusted relationships with CISO, technology, risk, procurement, business, and engagement leaders; advise stakeholders on service maturity, operational resilience, cyber-risk priorities, transformation, and value realization; set expectations and communicate performance, risks, trade-offs, and opportunities clearly; convert client feedback into accountable improvement actions
• Design and operate the governance framework, including decision rights, escalation paths, controls, meeting cadence, and action tracking; lead service reviews, MBRs, QBRs, steering committees, transformation forums, and CISO-level updates; deliver concise executive reporting across SLAs/KPIs, incidents, backlog, capacity, financials, risks, dependencies, transformation, and value; lead and develop service and workstream leads across cyber towers, establishing clear accountability, performance expectations, and succession coverage; coordinate cross-tower priorities, dependencies, handoffs, and integrated delivery across onshore and offshore teams; drive collaboration across security operations, engineering, architecture, transition, transformation, commercial, finance, and risk functions
• Govern SLAs, KPIs, operational-level agreements, experience measures, control indicators, thresholds, and data ownership; monitor service health across incidents, requests, problems, changes, vulnerabilities, security events, backlog, demand, capacity, and continuity; lead major-incident and escalation governance, including communications, root-cause analysis, corrective action, and post-incident review; use trend analysis, problem management, quality assurance, and service improvement plans to reduce recurrence, operational risk, and cost to serve
• Ensure compliance with Statements of Work, service levels, pricing assumptions, deliverables, acceptance criteria, and commercial obligations; partner with engagement and finance leaders on forecasting, budget, revenue protection, margin, productivity, and resource utilization; identify scope changes early and govern change requests through impact assessment, negotiation, approval, and execution; support sustainable engagement growth by identifying opportunities to improve services and expand value
• Govern mobilization, transition, implementation, stabilization, and transformation through milestones, readiness criteria, stage gates, and acceptance measures; integrate steady-state operations with the transformation roadmap and track adoption, business outcomes, and sustained benefits; prioritize improvements in automation, reliability, ticket reduction, control effectiveness, knowledge management, and user experience; champion analytics, workflow automation, and responsible AI-enabled service management to improve insight, speed, quality, and efficiency
• Identify operational, cyber, delivery, regulatory, financial, and contractual risks; establish mitigation, contingency, and escalation plans; ensure alignment with security policies, control requirements, change governance, audit evidence, and regulatory obligations; lead resolution of issues affecting client operations, security posture, reputation, or contractual performance, with transparent executive communication
• Act with integrity, professionalism, and personal responsibility to uphold KPMG’s respectful and courteous work environment
  

Qualifications:

• Minimum eight years of recent progressive experience in cyber or IT service management, managed services, program leadership, or complex client delivery, including director-level or equivalent responsibility
• Master’s degree from an accredited college or university preferred; minimum of a Bachelor’s degree in cybersecurity, information technology, engineering, business, or a related field is required
• Certifications preferred: ITIL 4 Managing Professional or Strategic Leader; PMP/PgMP; CISSP, CISM, or CRISC; Lean Six Sigma, COBIT, ISO/IEC 20000, ISO/IEC 27001, or relevant vendor credentials
• Strong knowledge of ITIL, ITSM operating models, service governance, SLA/KPI design, major incident, problem, change, and continual improvement practices; working knowledge of cyber domains such as security operations, identity, vulnerability management, cloud security, data protection, incident response, and resilience
• Strong analytical capability and experience with service management and reporting platforms; ServiceNow and Power BI preferred; exceptional executive communication, facilitation, negotiation, and presentation skills
• Demonstrated success leading large, multi-tower engagements and globally distributed, matrixed teams; proven executive stakeholder, commercial, financial, contract, scope, transition, and transformation management experience
• Travel as required
• Applicants must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future; KPMG LLP will not sponsor applicants for U.S. work visa status for this opportunity (no sponsorship is available for H-1B, L-1, TN, O-1, E-3, H-1B1, F-1, J-1, OPT, CPT or any other employment-based visa)