Operations 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 400 people in Sofia and deliver the full spectrum of IT services to our clients, including SAP solutions, Software Engineering, Application & Platform Operations, Cloud and Infrastructure.  

Our Modern Workplace Department is part of KPMG International. Currently we are expanding the services we provide internally to KPMG by forming brand new teams in M365, Identity and Access Management, Messaging and SCCM&End User Computing. These teams will administer industry standard as well as niche software providing service to more than 350 000 users. As part of the growing Modern Workplace Department , you will be working in an ecosystem within our Cloud Unit with more than 150+ professionals focused on operations, projects, and consulting.  

The Operations Lead role is accountable for the implementation of the right processes and practices across the organization. The role is responsible for overseeing the day-to-day operations of the services. The Operations Lead commonly works with the technical teams and other service managers to ensure that all services are delivered in a timely and efficient manner, according to the SLAs while also ensuring that quality standards are always met.  

The specific duties of the Operations Lead include formulating strategy, improving performance, resource management and securing compliance during both the transition and the operations phases.  

Your responsibilities:

  • Assure the smooth transition of the service 
  • Ensure all operations are carried on in an appropriate, cost-effective way and in accordance with the SLAs.  
  • Improve operational management systems, processes and best practices. 
  • Help the organization’s processes remain legally compliant. 
  • Formulate strategic and operational objectives. 
  • Together with the respective Тeam Leads and Modern Workplace Manager, define KPIs to measure the service improvement. 
  • Perform quality controls and monitor KPIs.  
  • Prepare reports on service improvement, based on operational reports, done by the service managers.  
  • Works with all teams dedicated to the services. 
  • Manage prophylactics and patching schedule for the service, which is source for technical team’s backlogs. 
  • Report to the Modern Workplace Manager, the respective Account Manager and the client. 
  • Ensure visibility for the stakeholders, organizing regular performance presentations.   

What you bring in:

  • Degree in Business, Operations Management or related field  
  • Proven work experience as Operations Manager/Lead or similar role  
  • Knowledge on ITIL principles/ Certification  
  • Knowledge of monitoring tools and service managing systems such as ServiceNow   
  • Knowledge of organizational effectiveness and operations management  
  • Experience with multi-member and international teams  
  • Familiarity with business and financial principles  
  • Excellent communication skills  
  • Leadership ability  
  • Outstanding organisational skills  
  • Excellent business English   
  • Readiness to work on extended working hours     
  • Readiness for limited business travel for workshops, trainings, etc. (around 10% on yearly basis).  

What we offer:

  • The chance to work in a top talent team
  • Attractive remuneration
  • 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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