Associate Director

 

The SIAM team govern and operate the Major Incident, Incident, Problem, Request, Service Catalog, Change, Release, Event, Availability, Capacity, Configuration, Asset, Service Level and Knowledge Management processes. The SIAM function governs the operational relationships between KPMG UK and one or many 3rd party providers.

 

The “SIAM Offshore Lead” role is a leadership role intended to provide strategic leadership and guidance to the teams and functions operating the SIAM processes based offshore from the UK.

SIAM Performance Manager and Offshore Lead

 

About the Role:

 

As a SIAM Performance Manager and Offshore Lead, you will play a pivotal role in ensuring the optimal performance and strategic alignment of KPMG's service management operations. You will lead and manage a team of service management specialists, fostering a culture of excellence and continuous improvement within the supplier ecosystem.

Key Responsibilities:

• Leadership and Management: Lead and manage a team of service management specialists, ensuring optimal performance and alignment with KPMG's strategic goals.
• Technical Expertise: Possess a deep understanding of service management principles, supplier management best practices, and the intricacies of both physical and cloud-based infrastructure, including security considerations.
• Supplier Management: Have a proven track record of successfully managing multiple, simultaneous supplier contracts, each with unique performance standards and governance models.
• Continuous Service Improvement: Drive continuous service improvement initiatives, instilling a culture of excellence and collaboration within the supplier ecosystem.
• Data-Driven Decision Making: Be data-driven, leveraging data analysis and interpretation to inform decision-making and optimise service delivery.
• Remote Collaboration: Thrive in a remote environment, effectively collaborating with teams across diverse geographical locations, including the UK, India, and Mexico.

 

Key Requirements:

• Minimum 5 years of direct people management experience, preferably in an international, remote setting.
• Strong communication, negotiation, and influencing skills.
• Experience with ITIL frameworks and service level agreements (SLAs).

 

People Responsibilities:

• Team Leadership: Lead and manage offshore teams, ensuring their performance meets KPMG's standards.
• Compliance and Culture: Maintain a culture of compliance with performance management frameworks, information security standards, training requirements, and KPMG's policies on risk, ethics, behaviour, diversity, and inclusion.
• Goal Setting and Development: Oversee goal setting, ensuring SMART objectives are established and achieved. Provide career guidance and support to team members, fostering their professional development.

 

SIAM Management:

• Operational Performance Management: Lead operational performance management of all suppliers under SIAM, encompassing reporting, performance standards, penalties, service credits, service improvement, and risk management in conjunction with KPMG’s Vendor Management team.
• Supplier Performance Reporting: Ensure comprehensive and insightful reporting on supplier performance against pre-defined standards.
• Risk Management: Proactively identify and manage supplier-raised concerns and risks, collaborating with relevant stakeholders to mitigate potential threats to service delivery.
• Continuous Improvement: Continuously adapt performance standards and foster a culture of innovation and improvement within the supplier ecosystem.
• Accountability: Maintain ongoing accountability for supplier delivery risks and internal KPMG risks that could impact service delivery.
• Service Enhancement: Drive continuous service improvement initiatives, implementing both reactive and proactive measures to enhance service quality for KPMG.

 

Individual Accountabilities:

• Overall Service Delivery: Be accountable for the overall effectiveness and efficiency of the ITIL processes managed by the team, ensuring they meet service level agreements (SLAs) and contribute to the overall success of IT service delivery.
• Team Performance: Set clear performance expectations for team members, provide regular feedback, and ensure individual goals align with team objectives.
• Process Improvement: Continuously identify opportunities to improve ITIL processes, implement changes, and measure their impact on service delivery.
• Knowledge Management: Foster a culture of knowledge sharing within the team, ensuring documentation is up-to-date, accessible, and utilised effectively.
• Risk Management: Identify, assess, and mitigate risks associated with ITIL processes, ensuring proactive measures are in place to prevent service disruptions.
• Communication and Collaboration: Effectively communicate with stakeholders, including internal teams, suppliers, and customers, to ensure transparency and alignment on service delivery.
• Compliance: Ensure the team adheres to all relevant policies, procedures, and regulations, including those related to information security, data privacy, and compliance with ITIL best practices.
• Cross-Functional Communication: Bridge the gap between technical and non-technical teams, ensuring effective communication and collaboration.
• Service Optimisation: Drive continuous improvement in service delivery, working with suppliers to optimise processes and performance.

 

Team Accountabilities:

• Incident & Major Incident Management:
  • Incident Logging and Categorisation: The team should promptly log all incidents, accurately categorise them, and assign appropriate priority levels.
  • Incident Response and Communication: The team should effectively coordinate incident response activities, involving relevant stakeholders, and provide clear and timely communication to affected parties.
  • Incident Resolution and Restoration: The team should work diligently to resolve incidents as quickly as possible, restoring service availability and minimising disruption to users.
• Problem Management:
  • Recurring Incident Analysis: The team should proactively identify patterns in incidents and analyse their root causes to prevent future occurrences.
  • Problem Solution Development: The team should work with relevant stakeholders to develop and implement effective solutions to address identified problems.
  • Problem Resolution Tracking: The team should track the progress of problem resolution efforts and ensure that solutions are implemented effectively and monitored for their impact.
• Change Management:
  • Change Request Prioritisation: The team should evaluate change requests, assess their potential impact, and prioritise them based on urgency and risk.
  • Change Planning and Implementation: The team should develop detailed change plans, communicate them to stakeholders, and implement changes in a controlled and coordinated manner.
  • Change Outcome Monitoring: The team should track the implementation of changes, monitor their impact on service delivery, and conduct post-implementation reviews to identify areas for improvement.
• Release Management:
  • Release Planning and Coordination: The team should develop release plans, schedule release windows, and coordinate with relevant stakeholders to ensure a smooth release process.
  • Release Testing and Validation: The team should conduct thorough testing of releases in controlled environments to ensure they meet quality standards and functionality requirements.
  • Release Deployment and Monitoring: The team should deploy releases to production environments, monitor their performance, and address any issues that arise during or after deployment.
• Service Catalog Management:
  • Catalog Maintenance: The team should ensure that the service catalog is up to date, includes all relevant services, and provides clear and concise information about each service.
  • Catalog Accessibility: The team should make the service catalog easily accessible to users, support teams, and other stakeholders.
  • Catalog Improvement: The team should regularly review and update the service catalog to reflect changes in services, processes, and technology.
• Knowledge Management:
  • Knowledge Capture and Documentation: The team should capture, and document knowledge gained from incident resolution, problem analysis, and other activities.
  • Knowledge Sharing: The team should make knowledge readily available to team members, support teams, and other stakeholders through a knowledge base or other mechanisms.
  • Knowledge Culture: The team should encourage a culture of knowledge sharing and collaboration, fostering a continuous learning environment.
• Service Level Management:
  • Service Level Monitoring and Reporting: The team should track and report on service levels, ensuring they meet agreed-upon targets and identifying areas for improvement.
  • Service Level Negotiation: The team should work with stakeholders to negotiate and agree on service levels that are realistic, measurable, and aligned with business needs.
  • Service Level Improvement: The team should identify opportunities to improve service levels, implement changes, and measure their impact on service delivery.
• Capacity Management:
  • Capacity Forecasting: The team should forecast future capacity needs based on historical data, projected growth, and anticipated changes in service demand.
  • Capacity Monitoring and Management: The team should monitor capacity utilisation, identify potential bottlenecks, and take proactive steps to ensure sufficient capacity is available to meet service demands.
  • Capacity Optimisation: The team should work to optimise capacity utilisation, minimising waste and maximising efficiency.
• Configuration Management:
  • Configuration Record Maintenance: The team should ensure that configuration records are up-to-date, accurate, and complete, providing a comprehensive view of the IT infrastructure.
  • Configuration Change Control: The team should manage changes to configuration items, ensuring that changes are properly authorised, documented, and tested.
  • Configuration Automation: The team should leverage automation tools to streamline configuration management tasks, improving efficiency and reducing errors.
• Asset Management:
  • Asset Tracking and Management: The team should maintain an inventory of IT assets, including hardware, software, and licenses.
  • Asset Compliance: The team should ensure that assets are properly licensed, maintained, and disposed of according to policy.
  • Asset Optimisation: The team should work to optimise asset utilisation, minimising waste and maximising efficiency.
• Availability Management:
  • Availability Monitoring and Reporting: The team should track and report on service availability, identifying and addressing any issues that impact uptime and performance.
  • Availability Improvement Plans: The team should identify opportunities to improve service availability, develop plans to address them, and implement those plans.
  • Service Continuity: The team should develop and maintain plans for service continuity, ensuring that services can be restored quickly and effectively in the event of a disruption.

 

Additional Considerations:

• Leadership: Provide clear direction and guidance to the team, fostering a positive and collaborative work environment.
• Mentorship: Develop and mentor team members, providing opportunities for professional growth and development.
• Innovation: Encourage the team to explore new technologies and approaches to improve service delivery.

 

Skills, Experience & Qualifications:

• Required:
  • SIAM Professional and ITIL V4 Foundation certification.
• Preferred:
  • ITIL Expert (V3) or Managing Professional (V4) certification.
  • Experience in managed service environments.
• Education:
  • Professional degree with 16+ years of relevant IT experience.
• Experience:
  • 5+ years of experience in Service Integration and Management (SIAM).
  • Proven ability to effectively communicate with both technical and non-technical staff, building confidence and trust.
  • Demonstrated experience in high-pressure, client-facing roles such as Major Incident Management, Change Management, or Service Delivery.
  • Experience in process creation, optimisation, and documentation.
  • Experience working with multiple suppliers within a stringent delivery framework, including managing poor performance remediation.
  • Broad knowledge and understanding of IT concepts and architectures, coupled with proven experience in successfully managing incidents and problems.
  • General awareness of the nature of business-critical incidents and their implications for the business.