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Manager, Service Delivery Management

Apply now Job no: 504953
Work type: Permanent
Location: Singapore
Categories: Central Services


Within KPMG Singapore, the Information Technology Services (ITS) team is responsible for providing quality IT services and solutions internally to support the business and improve efficiency.

As part of the ITS team, you will be required to deliver efficient and effective Information Technology architecture and processes as enabling tools to support KPMG’s global and local strategies. The team provides essential technology-based services to internal clients and work together to address both individual and firm-wide IT needs.

We invite highly motivated individuals to join our ITS team as a Service Delivery Manager.


The role involves:

• Monitor, review and manage the quality of service delivery for internal IT services
• Maintain high level of customer satisfaction and work with relevant teams to implement service improvement plans as necessary
• Develop, negotiate and maintain service level agreements with internal customers
• Manage internal IT service catalogue, service levels and underlying support levels
• Handle customer escalation and coordinate the swift resolution of escalated incidents
• Work with relevant teams on problem management to address recurring or major incidents
• Build and maintain relationships with internal customers, partners and other relevant stakeholders
• Monitor and report actual performance against agreed service levels and process improvements initiatives
• Manage and maintain IT hardware & software asset inventory
• Lead and manage the IT asset management team
• Implement and manage service delivery management projects as part of firm-wide digital transformation initiatives


The ideal candidate should possess:

• A Degree/ Diploma in IT, Computer Science, Information Communication Technology or other IT related qualifications
• ITIL certification as an added advantage
• Strong knowledge in ServiceNow platform
• Effective communication and people management skills
• Prior experience in a variety of areas including help desk, service desk, change management or operations will be preferred
• Working experience being a part of system implementation and functional knowledge of project methodologies/requirements
• Ability to establish, manage and improve service delivery and asset management processes.


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



Advertised: Singapore Standard Time
Applications close: Singapore Standard Time

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