Application Management Lead

Sofia (Full Time)

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KPMG IT Service OOD is an IT service provider with a mission to digitalize the core business of the KPMG network member firms and their clients. We employ more than 450 people in Sofia and deliver the full spectrum of IT services to our clients, including SAP solutions, Software Engineering, Cloud Engineering and Application & Platform Operations.

The Application Management Lead is accountable for the management of all in scope applications assuring alignment with the Apps Management strategy and framework. Acting as a key point of contact with third party vendors, this role will provide leadership and direction on service operational and assurance matters. The Lead will act as the point of escalation for service operations and provide direction to service delivery roles.

Your responsibilities:

  • Accountable for the portfolio management for all shared applications, maintaining an up-to-application catalogue and defining the strategy for each application. Define and drive application portfolio simplification and actively seek rationalisation opportunities.
  • Ensure Service Level Agreements cover all applications agreed upon with the owners of each application.
  • Ensure effective service design, transition, and acceptance before handover to support teams.
  • Develop and leverage collaborative working relationships with capability CTO’s and the wider business to deliver end-to-end service.
  • Establish a consistent engagement model for the central Application Management organisation to meet customer representatives regularly (service management reviews), monitor progress against issues, monitor and publish performance against SLAs, and drive the necessary service improvement plans
  • Application sustainability and optimisation
  • Drive service continuity management of application services – identifying issues before they impact performance and overseeing the introduction of change to new and existing systems
  • Identifies improvement opportunities for automation to transform manual service tasks into reliable, repeatable and timely processes to gain control over application packaging, deployment, change, troubleshooting, recovery and auditing.
  • Ensure ways of working reflect ITIL principles and compliance with all IT controls and policies, including security.
  • Own relationships and contracts with partners and suppliers to meet key performance indicators and agreed on targets, overseeing issue resolution where required.
  • Contribute to, or be responsible for, the negotiation of significant contracts.

What you bring in:

  • Minimum 5 years in IT leadership role
  • Essential experience managing IT applications in a global organisation
  • Very good understanding of relevant service management frameworks (e.g., ITIL, COBIT, IT4IT, DMAIC, Agile etc.)
  • Prior experience working with service management toolsets (e.g. ServiceNow, JIRA, BMC Remedy etc.)
  • Experience in defining or managing service performance metrics and KPIs
  • Working knowledge of on-prem and cloud services (SaaS, PaaS etc.)
  • Experience of operating in a complex organisation in a matrixed environment
  • Experience in creating and implementing strategy
  • Understanding emerging technologies and opportunities
  • Results driven
  • Adaptable and flexible thinking with a strong ability to influence
  • Effective interpersonal and stakeholder management skills
  • Excellent business English
  • Readiness to work on extended working hours (UK time zone)

What we offer:

  • The chance to work in a top talent team
  • Attractive remuneration
  • Build knowledge in cutting-edge technologies
  • Opportunity for continuous training, learning and certification
  • Experience in an international and multicultural organization
  • Work on challenging projects with clients in various industries around the globe
  • Modern office environment
  • Additional health insurance
  • Life insurance
  • Free public transport card
  • Free sports facilities card
  • Hybrid working policy

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