Head of Operational Process and Quality

Company Description

• Lead the service design strategy and development for KPMGI Global Technology services that are being consumed by member firms and global function.
• Lead the comprehensive GT&K Service Management strategy, roadmap and delivery.
• Oversee KPMGI's Export Control Compliance operational activities in order to comply with the regulators in addition to further automate processes and add efficiencies.
• Lead, mentor, and develop a large, diverse team to ensure effective program implementation, transparent communication, and continuous improvement, while fostering career growth and skill development across the department.
• Oversee the quality-of-service delivery, implementing processes and standards that maintain consistency and excellence across all touchpoints. Establish key performance indicators (KPIs) and metrics to measure the effectiveness and impact of services.
• Provide support and insight for customers which involves working with multiple internal and global teams to schedule and assess the impact of planned initiatives on the platform and set goals for enterprise use of each relevant module, process transformation requirements, and best practices for utilizing various platform solutions.

Job Description

About KPMG International

Together with more than 273,000 colleagues in 143 countries throughout our member firms, people at KPMG imagine big ideas and bring solutions to life for clients both big and small. A role with KPMG International will open a world of opportunity in your career.

KPMG International helps set the strategy and protects the reputation of this global organization of independent professional services firms providing Audit, Tax and Advisory services. We deliver value to our member firms and drive positive change in the communities we serve. By joining us you will gain a unique understanding of how a global organization operates and work on projects that impact the whole organization. From setting standards and best practices to developing innovative tech- enabled solutions for clients, you'll be part of a global team changing the way our business operates. We look forward to welcoming you to our team.

Global Technology & Knowledge

The core services provided by Global Technology & Knowledge are more crucial than ever to our future, as we enable KPMG’s digital transformation, provide trusted technology services, ensure security across the network and accelerate our Collective Strategy.

Our ways of working are based on the principles of customer-centricity, communities of expertise, an optimized delivery model, flexibility, a culture of empowerment, and fulfilling careers.

We are organized under five new ‘domains’: Technology Portfolio Delivery, Global Enterprise Technology, Technology Strategy & Blueprint, Global Information Security Group and Business Operations.

This is an exciting time for us as we continue to drive technology excellence at the heart of Collective Strategy v3.0, and our GT&K colleagues all play a pivotal role in making this a success.

About this team // Global Enterprise Technology

Global Enterprise Technology is one of five main domains within KPMG’s Global Technology & Knowledge group.  Global Enterprise Technology provides innovative components that KPMG’s business functions and member firms use to deliver client-facing solutions. Global Enterprise Technology also provides the information protection and technology infrastructure that secures KPMG’s technology environment and connects its network of member firms. Global Enterprise Technology works with the other GT&K domains to provide KPMG technology solutions that leverage world-leading partnerships, disruptive digital capabilities and access to the firm’s collective intelligence.

Key accountabilities % of time

35% Process Quality & Customer Experience:

• Lead the service design strategy and development for KPMGI Global Technology services that are being consumed by member firms and global functions. This involves the development of service design blueprint(s), identifying the necessary governance, processes and resources for operationalizing services.
• Oversee the quality-of-service delivery, implementing processes and standards that maintain consistency and excellence across all touchpoints. Establish key performance indicators (KPIs) and metrics to measure the effectiveness and impact of services.
• Identify process inefficiencies and implement solutions to eliminate bottlenecks. Use data and feedback to continuously refine service journeys and improve satisfaction.
• Enhance performance, quality, and cost-efficiency of the delivery function by defining and executing appropriate resourcing, offshoring scope, and utilization strategies, as well as increasing automation and process efficiency; report value creation and tracking to leadership
• Accountable for Business Technology Resiliency stewardship and responsible for Service Assurance, owning the service interface with KPMG member firms on behalf of Global.

30% Service Management:

• Lead the comprehensive GT&K Service Management strategy, roadmap and delivery; provide support and insight for customers which involves working with multiple internal and global teams to schedule and assess the impact of planned initiatives on the platform and set goals for enterprise use of each relevant module, process transformation requirements, and best practices for utilizing various platform solutions
• Manage a proficient Service Management team to handle the operational tasks involved in guiding the development, design, implementation, operations and support of the technology vision, strategy, and roadmap for the Service Management (ITSM); stay up-to-date with industry trends and best practices to drive continuous improvement while leveraging AI and leading middle and back office business transformation; minimize technical debt and improve team and platform operations
• Drive service performance monitoring, reporting, and continuous improvement initiatives.
• Ensure effective incident, problem, change, and request management processes are in place and optimized.
• Collaborate with service owners to ensure consistent and reliable service delivery.

15% Compliance Control:

• Oversee KPMGI's Export Control Compliance operational activities in order to comply with the regulators in addition to further automate processes and add efficiencies
• Ensure operational processes comply with internal policies, regulatory requirements, and audit standards.
• Establish and maintain controls to monitor compliance and mitigate risks.

• Partner with internal audit and risk teams to address findings and implement corrective actions.

20% Leadership & Team Management:

• Lead, mentor, and develop a large, diverse team to ensure effective program implementation, transparent communication, and continuous improvement, while fostering career growth and skill development across the department
• Manage global vendor relationships and ensure contractual obligations, including Service-Level Agreement (SLA) management are met; participate actively in forecast and annual budget planning, as well as manage the operational budget
• Represent the Global Enterprise Technology in meetings, support groups, and vendor interactions, fostering effective working relationships, and collaboration across teams to enhance client value, as well as operational efficiency
• Promote a culture of accountability and transparency in service operations.

Qualifications

• Minimum of 15 years in senior roles involving complex decision-making, with a proven track record of adaptability, consistent performance during change, and effective communication across teams.Proficient in Excel with the ability to use functions and formula, Familiarity with SAP, Board and Coupa would be an advantage.
• Bachelor’s degree in Computer Science, Information Technology, or a related field (Master’s degree preferred).
• Deep knowledge of strategic solution delivery models and organizational design, with the ability to drive innovation, continuous improvement, and align resources to emerging opportunities.
• Strong knowledge of ITSM frameworks (e.g., ITIL) and experience overseeing service performance, incident/problem/change management, and service quality improvements.
• Experience in designing and optimizing customer journeys, with a focus on delivering standardized, high-quality service experiences.
• Familiarity with compliance frameworks, internal controls, and audit processes, with the ability to implement and monitor effective governance mechanisms.