Translates organisational strategy and client service commitments into actionable service delivery plans and operational objectives.

Main Responsibilities

Service Delivery Responsibilities

Translates organisational strategy and client service commitments into actionable service delivery plans and operational objectives.
Leads the delivery of Managed Services engagements, ensuring services are delivered in line with agreed SLAs, KPIs, service scope, and contractual commitments.
Acts as the primary point of contact for clients on service delivery matters, building trusted relationships and maintaining clear communication with stakeholders.
Prepares structured recommendations for governance forums, highlighting service performance, risks, issues, dependencies, financial considerations, and trade-offs.
Develops and maintains service plans, operational roadmaps, transition plans, and improvement backlogs reflecting dependencies and delivery commitments.
Provides accurate, timely updates for service reviews, governance forums, and steering committees.
Consolidates operational and project data into clear service reports covering performance, risks, issues, financials, actions, and service improvement progress.
Coordinates and governs major incident and problem communications, ensuring impact, priority, ownership, expected resolution, business updates, and escalation routes are clearly managed in line with the agreed support model.
Ensures effective incident, problem, change, release, and request management processes are applied across assigned engagements.
Monitors service performance, trends, customer satisfaction, and KPIs; works with teams to agree and implement corrective actions where needed.
Oversees and coordinates cross-functional delivery teams, suppliers, and technical workstreams to ensure seamless service execution and clear ownership of actions.
Manages service budgets, forecasts, resource needs, and operational cost transparency in line with engagement and practice expectations.
Maintains delivery governance across assigned services, ensuring risks, issues, dependencies, actions, and decisions are documented, escalated, and resolved through the appropriate forums.
Drives continuous improvement initiatives to enhance service quality, efficiency, stability, automation, and client satisfaction.
Ensures service transition and operational readiness activities are completed effectively when new or changed services move into support.
Works closely with Solution Architects, technical teams, and support teams to ensure service deliverables meet quality expectations and are operationally sustainable.
Supports commercial activities including renewals, change requests, upsell identification, and the communication of service opportunities or commercial issues.
Contributes to pre-sales by providing service delivery planning, transition input, operating model considerations, and estimation guidance.
Ensures service delivery activities comply with legal, regulatory, information security, and internal governance requirements.

Practice Responsibilities

Promotes the values of our company.
Always represents KPMG in a professional and positive manner.
Ensures timely completion of internal processes and mandatory training.
Carry out additional duties as may occur from time to time as instructed and agreed by senior members.
Contributes to the development and maturity of the Managed Services offering.
Promotes best practice in service delivery management, IT service management, and governance frameworks.
Focuses on delivering against defined practice objectives and adapting plans as needed.
Applies established governance processes and ensures compliance with organisational processes, standards, and delivery methods.
Ensures teams follow service delivery standards, operational processes, and agreed engagement governance.
Identifies delivery issues and escalates improvement needs in a timely and constructive manner.
Produces regular performance reports, service quality records, and delivery metrics for internal and client governance forums.
Highlights risks, issues, required actions, and service improvement opportunities in governance reporting.
Works with teams to resolve issues and restore service performance; ensures corrective actions are completed and tracked.
Supports resource planning and coordinates needs across services and engagements.
Ensures risks and issues are documented, escalated, and addressed in line with agreed governance routes.
Leads and supports Service Delivery Managers, Service Delivery Support Officer, and cross-functional delivery teams where required.
Performance manage and/or mentor junior members of the team, supporting capability, consistency, and confidence across Managed Services.
Contributes to business development and pre-sales activities with service planning, estimation, operating model input, and client presentation support.
Identifies, collects, and controls service quality records and shares them with the Managed Services Practice Leads as required.

Provide on-site support as required by company or client.

Carries out additional duties as may occur from time to time as instructed and agreed by the Practice Management team.
Within your role, you have the responsibility of protecting all information that is shared with you in the course of your association with KPMG (including information provided by clients) in line with the requirements of the Information Security Policy as stated within your contractual agreement. Reference is being made to the link to policy below: Information security policy (sharepoint.com). Policies are subject to regular review and change and hence the employee is obliged to remain updated accordingly.

Experience and Background

5–8 years’ experience in service delivery lead experience, managed services, IT operations, or equivalent experience delivering complex client-facing technology services.
Proven experience managing medium-to-large services or engagements with multiple workstreams, suppliers, and cross-functional delivery teams.
Strong understanding of service governance processes and ability to apply established IT service management frameworks.
Experience coordinating Service Delivery Managers, project managers, technical teams, support teams, and third-party suppliers to deliver agreed service outcomes.
Able to translate client and organisational priorities into practical service plans, operational milestones, improvement activities, and measurable service outcomes.
Experience tracking SLAs, KPIs, service performance, customer satisfaction, and corrective actions.
Strong capability in identifying, documenting, managing, and escalating service risks, issues, dependencies, actions, and decisions.
Experience managing service budgets, forecasts, commercial considerations, and financial reporting for client engagements.
Experience managing incident, problem, change, request, release, and service transition activities in a controlled service environment.
Experience driving continuous improvement initiatives that improve service stability, efficiency, quality, automation, and client satisfaction.
Provides input into planning, estimation, service transition, operating model design, and commercial opportunities during pre-sales and renewal activities.
Solid understanding of the organisation’s domain, delivery environment, client expectations, and Managed Services operating model.

Skills and Qualifications

A higher degree in business administration, information technology, service management, or a related field will be considered an asset.
ITIL certification or strong practical experience applying IT service management principles is expected.
Strong stakeholder management skills, with the ability to influence, challenge, and guide stakeholders at senior manager and director level.
Excellent communication skills in English, both verbally and in writing.
Able to produce high quality and professional service reports, governance packs, presentations, and recommendations.
Strong commercial acumen, with the ability to identify and effectively communicate commercial opportunities, risks, and issues.
Organised and delivery focused, with strong planning skills, process discipline, and a strong sense of urgency.
Demonstrable problem-solving skills and the ability to coordinate teams through service disruption, corrective action, and recovery.
People orientated, with team lead qualities and experience influencing and supporting teams at varying levels.
Excellent attention to detail and ability to ensure documents are consistent in language, terminology, quality, and style.
Flexible approach to work with a focus on delivery to deadlines, service quality, and high standards.
Ability to handle highly confidential information with tact and discretion.
Experience with service management tooling, reporting, and collaboration platforms; familiarity with Azure DevOps, Jira, ServiceNow, or similar tools will be considered an asset.
Familiarity with ERP and/or CRM managed services, preferably utilising the Microsoft stack, will be considered an asset.

Service Delivery Lead

Job Description