The fastest growing Big Four professional services firm in the U.S., KPMG is known for being a great place to work and build a career. We provide audit, tax and advisory services for organizations in today’s most important industries. Our growth is driven by delivering real results for our clients. It’s also enabled by our culture, which encourages individual development, embraces an inclusive environment, rewards innovative excellence and supports our communities. With qualities like those, it’s no wonder we’re consistently ranked among the best companies to work for by Fortune Magazine, Consulting Magazine, Working Mother Magazine, Diversity Inc. and others. If you’re as passionate about your future as we are, join our team.

KPMG is currently seeking an Associate Director, to join our Global IT Organization.

Responsibilities:

• Provide oversight for the service management processes that provide consistent interfaces between customers and service providers in the areas of incident, request, problem, configuration, and change management are adopted and managed across the enterprise
• Develop quality metrics for Service Management process lifecycle management, analyze data and implement quality improvements
• Run or confirms management of major incident management meetings to facilitate the resolution of major incidents 24 x 7 x 365
• Monitor and assess the occurrence of all major incidents to ensure they are handled as quickly and efficiently as possible
• Coordinate teams which are responsible for coordinating all activities necessary to detect and analyze problems which may potentially affect service or have impacted service are following through
• Provide input into the development of the enterprise process standards to provide consistent interfaces between suppliers, the business, and service management using industry best practices aligned with the ITIL framework

Qualifications:

• Minimum seven years of Information Technology experience; Minimum five years professional experience in IT Service Management
• Bachelor’s degree from an accredited college or university
• High degree of knowledge in industry standards, specifically related to areas defined in: ITIL, Lean Six Sigma, COBIT, ISO 20000; experience working with ServiceNow is required
• Strong analytical skills that include the ability to collect and interpret computer performance data and problem and change ticket analysis for the purpose of identifying trends and recommending actions
• Demonstrated ability to identify, communicate with, and elicit the support of other problem process participants and experts whose advice and/or assistance may be needed to achieve problem resolution
• Ability to work in a diverse work environment across cultures and time-zones; ability to travel internationally and host/attend international calls outside of standard working hours

KPMG offers a comprehensive compensation and benefits package. KPMG, an equal opportunity employer/disability/veteran. KPMG maintains a drug-free workplace. KPMG will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable local, state or federal law (including San Francisco Ordinance number 131192). No phone calls or agencies please.