ITSM Lead - Fully remote opportunity

Remote
Full Time
Experienced
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
  • ITIL Certification is a 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.
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