Service Operations Lead: End User Experience

London, England, United Kingdom

11/28/2024

Job details

Location: London

Capability: Technology & Engineering

Experience Level: Senior Manager

Type: Full Time

Service Line: EWT Plat Eng & Ops

Contract type: Permanent

Job Description

Service Operations Lead: End User Experience

KPMG

KPMG is part of a global network of firms that offers Audit, Tax & Pensions, Consulting, Deal Advisory and Technology services. Through the talent of over 16,000 colleagues, we bring our creativity and insight to our clients’ most critical challenges. With offices across the UK, we work with everyone from small start-ups and individuals to major multinationals, in virtually every industry imaginable. Our work is often complex, yet our vision is simple: to be the clear choice for our clients, for our people and for the communities we work in.

Enterprise-Wide Technology (EWT)

EWT is the UK Firm’s internal technology division and is accountable for delivering a range of services to the UK Firm. Taking a holistic approach, this includes gathering requirements, solution design, build and run and the execution of complex change portfolios focused on security, data, core infrastructure and business applications.

Service Operations:

Service Operations is a vital element of EWT, therefore the Service Operations Lead is accountable for management of all in scope services, assuring alignment with the Service 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 through a team of Service Managers and Analysts. Equally, the Lead will act as the point of escalation for service operations and provide direction to service delivery roles.

Key Responsibilities:

We are seeking a proactive and customer-focused IT Service Operations Lead to oversee and enhance the End User Experience within our organization. This critical role is responsible for managing and optimizing IT services that directly impact employee productivity and satisfaction, including Onsite Support, Service Desk Operations, IT Tech Bars, New Joiner Support, Meeting Room technology, printing services, WiFi, and office network performance.

The role requires strong collaboration with end users, ensuring exceptional service delivery and experience outcomes. Utilizing tools such as the KPMG Nexthink Digital Experience Monitoring platform, the successful candidate will analyse user experience data, identify trends, and implement service improvements to meet the high standards of the professional services sector.

Key Responsibilities:

• Service Delivery & Operations:
• Lead the delivery of onsite IT support, ensuring timely resolution of issues and excellent user interactions.
• Oversee the service desk, tech bars, and other support channels to maintain efficient and consistent operations.
• Ensure meeting room technology, printing services, WiFi, and office network performance meet the needs of end users and align with business requirements.
• End User Engagement:
• Serve as the primary point of contact for end user IT experience, building strong relationships and fostering trust.
• Proactively engage with end users to gather feedback, address concerns, and identify opportunities for improvement.
• Advocate for the end user in technology discussions and service design processes.
• Digital Experience Monitoring:
• Leverage the KPMG Nexthink Digital Experience Monitoring platform to collect and analyse user experience data.
• Identify trends, pain points, and areas for improvement to enhance overall service quality.
• Provide actionable insights to IT leadership and drive continuous improvement initiatives.
• Performance Management:
• Monitor key performance indicators (KPIs) for IT services, ensuring alignment with business goals.
• Collaborate with service providers and internal teams to meet or exceed agreed-upon service levels.
• Report on service performance, user satisfaction, and improvement initiatives to senior stakeholders.
• Continuous Improvement & Innovation:
• Lead projects to enhance IT services and user experience, including upgrades to systems, tools, and processes.
• Stay informed about emerging technologies and trends in the professional services sector, identifying opportunities for innovation.
• Develop and implement strategies to future-proof end user services and meet evolving business needs.
  
  
  

The Person:

• Proven experience in IT service operations or IT support leadership, preferably in the professional services sector.
• Strong expertise in end user computing technologies and support, including meeting room technology, WiFi, and printing services.
• Experience with digital experience monitoring tools such as Nexthink or similar platforms.
• Demonstrated ability to analyse data, identify trends, and drive actionable improvements.
• Exceptional interpersonal and communication skills, with a focus on customer service and stakeholder engagement.
• Strong organizational and problem-solving skills, with the ability to prioritize and manage multiple responsibilities effectively.
  
  
  

Key Competencies:

• Customer-Centric Approach: Passionate about delivering outstanding service experiences and exceeding user expectations.
• Analytical Thinking: Capable of interpreting complex data to drive decisions and improvements.
• Collaboration: Able to build strong partnerships across teams, service providers, and end users.
• Adaptability: Comfortable navigating a dynamic, fast-paced environment and responding to changing priorities.
• Leadership: Skilled at motivating and managing teams to achieve high standards of service delivery.
  
  
  

Why Technology & Engineering at KPMG?

Technology is at the heart of what we do and part of the very DNA of our business. That’s why we’ve invested in a single powerful team of connected technologists. 1,500 specialists, creating a step change in the way we work. Broader, deeper expertise, which is delivered to our clients faster than ever. Our connected solutions stretch across a range of specialisms too. From technology transformation, cyber and risk management through to security operations, data and analytics, automation, powered apps and Cloud. This is an opportunity to join a team that combines the entrepreneurial spirit and imagination of a start-up with the resources only a global network can provide. We’re committed to simplified structures and are investing in workplace tools that enable us to collaborate and innovate whether you’re working at home, in our office or at client sites.