Associate Director, End User Services
KPMG in Singapore is part of a global organization of independent professional services firms providing Audit, Tax and Advisory services. We operate in 143 countries and territories with more than 273,000 partners and employees working in member firms around the world. Each KPMG firm is a legally distinct and separate entity and describes itself as such. KPMG International Limited is a private English company limited by guarantee. KPMG International Limited and its related entities do not provide services to clients.
Job Description
This role reports to the Director of Infrastructure & Operations.
The Associate Director of End User Services leads the team in KPMG Singapore to provide best in class customer experience to our users. He will work with the Helpdesk Manager to deliver modern workspace services that will exceed expectations with regards to performance, defined metrics/key performance index and customer service, while keeping standards and processes in place.
The role involves the following:
• Understand the technologies that have been deployed in-house and managed by the Infrastructure & Operations organization, so as to optimize the end user experience for those technologies affecting modern workspace and mobility.
• Work closely with the Helpdesk manager, Modern Workspace SME and ServiceNow process SME to develop solutions, processes and procedures that will improve customer success. Maintain operational oversight of the End User Services team.
• I&O budgeting and tracking for End User Services scope, covering Device As A Service, End User Software usage and licensing that integrates tightly with managing our inventory team.
• To act as a champion for modern workplace and mobility practice, in line with KPMG strategy to enable the work from anyway experience. Fully immerse in cloud centric, end user enablement services such as Microsoft Teams, OneDrive, SharePoint Online, ServiceNow and secure internet everywhere that is part of the KPMG eco-system.
• Train, coach and mentor staff reporting to him/her and interact with our internal customers. To have joint management of the inventory team.
• Be at the forefront to discover, source and adapt Modern Workspace technologies to be able to continually optimize of our End User Services. Function as an advocate for Modern workspace practices. In this regards to also drive End User Services projects for I&O
On a day-to-day basis, the role will take charge of the following:
• Facing the business to front End User engagements and new requirements.
• Oversee, develop and optimize the End User Services processes and procedures to continually adapt to changing requirements of modern workspace services
• Support the helpdesk manager in developing and performance service management reporting
• Continually track hardware and software licensing inventory and consumption, including consolidating I&O oversight into such matters.
• Be an advocate of End User Services and champion of ITIL practices
This role works closely within our Infra & Operation Infrastructure (I&O) team, and with our CTO Office, Enterprise Application & Engineering (EA&E), IT Security Team, Data Office, Intelligence & Insight & Project Management Office (PMO) Teams within IT Services to engage with customers (end users) in promoting the service capabilities of our IT organization. It will also ensure that end users have access to appropriate information regarding overall service performance, planned service outages and changes to service profiles.
This role will also act as a customer advocate to delivery teams, ensuring that customer needs and expectations are understood and properly translated to operational parameters. The person is expected to have a level of knowledge and experience to act as “trusted advisor” in recommending improvements to end user project and operational activities that will enhance service robustness and reliability.
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Required Qualifications:
• BSc degree in Computer Science, Information Technology or relevant field
• Proven work experience in IT Service Delivery, with at least 5 years’ experience leading End User Support and Implementation.
• Subject matter expert for ITIL practices
• Solid technical background with an ability to translate and articulate complex technical scenarios simply to a non-technical audience.
• Customer service oriented with great problem-solving skills.
• Excellent written and verbal communications skills.
• Team management skills.
Must Have:
• Expert in Microsoft Windows Desktop Operating Systems and Microsoft 365 Suite, including but not limited to:
• Windows 10/11
• OneDrive/Sharepoint/Teams collaboration
• MS Office Suite
• Windows AutoPilot or Windows As A Service
• Experience in operating and delivering the Microsoft 365 Suite as an internal service
• Minimally certified in ITIL Foundation v3 or v4
• Experience in ServiceNow ITSM
• Experience in running End User transformation and integration projects in a large organization (> 2000 users) with clear examples. Must be able to articulate:
• Scope of Project/Transformation
• Role held in said project/transformation
• User base that was impacted
• Stakeholder management
• Remote and onsite Support Experience covering End User services
Good to Have:
• Microsoft Active Directory/Azure AD, Desktop Virtualization
• Software inventory and remote-control projects
• Experience in Managed Device Management
• Non-Windows desktop computer support.
Only shortlisted candidates will be contacted by KPMG Talent Acquisition team, personal data collected will be used for recruitment purposes only.
At KPMG in Singapore we are committed to creating a diverse and inclusive workplace. We believe that diversity of thought, background and experience strengthens relationships and delivers meaningful benefits to our people, our clients and communities. As an equal opportunity employer, all qualified applicants will receive consideration for employment regardless of age, race, gender identity or expression, colour, marital status, religion, sexual orientation, disability, or other non-merit factors. We celebrate the different talents that our people bring and support every staff member in their journey to achieve personal and professional growth. One of the ways we do this is through Take Charge: Flexi-work, our flexible working framework which enables agile and innovative teams to help deliver our business goals.