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. This includes incident management, problem management, release management, change management, availability and capacity management, configuration management, service/help desk/support management, IT operations management, and IT asset management.

The successful candidate 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 focus on maturing and developing a culture of continuous improvement for IT Service Management and IT Governance.

Key Accountabilities

IT Service Management

• Drive service management process implementation, metrics, and reporting while identifying 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)
• Lead 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

Employment Details

• Location: Accra, Ghana
• Job Type: Full-Time
• Category: IT/Telecom