Manager, Innovation & Technology at KPMG Ghana

Role Summary

The role holder will have hands-on strategic and operational responsibility for all aspects of IT Service delivery, including but not limited to:

• Incident management
• Problem management
• Release management
• Change management
• Availability and Capacity Management
• Configuration Management
• Service/Help Desk/Support Management
• IT Operations Management
• IT Asset Management

The role holder will be responsible for building strong partnerships with various internal and external groups to strengthen the overall effectiveness and efficiency of IT service delivery. They will also drive the maturation and development of a continuous improvement culture for IT Service Management and IT Governance.

Key Accountabilities

IT Service Management

• Drive service management process implementation, establish service management metrics and reporting, and implement improvements to IT Service Management related services
• Define and implement a strategy to drive adoption of service management and operational best practices
• Develop and drive implementation of service management tools and monitoring/logging strategy with associated business processes across the organisation
• Lead Change Management, Incident & Request Management processes, including day-to-day issue resolution, root cause analysis/reporting, and problem management
• Ensure Service Level Agreements (SLAs) are published and met by internal and external parties (vendors)
• Conduct quarterly Vendor Business Reviews for technology services
• Develop performance measures and consistently report metrics to IT Services Leadership team
• Lead continual service improvement and ongoing process maturity through regular reviews of processes and tools