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At KPMG, our Central Services teams provide the expertise, technology and operational support that enable our professionals to deliver exceptional value to clients. As IT Service Delivery & Operations Manager, you will play a key role in shaping a future-ready organisation by leading the evolution of our IT Operations function into a mature, measurable and continuously improving service organisation.

Combining people leadership with operational accountability and strategic vision, you will lead IT service delivery, build stronger support capabilities and improve the employee experience across the firm. Beyond managing day-to-day operations and the service desk, you will own service governance, key operational processes and the continuous improvement of the end-to-end IT operating model. You will also drive the adoption of AI and automation to deliver more proactive, efficient and scalable services.

Lead people and build a strong Operations culture

• Lead, coach and develop the Operations team, with clear roles, objectives, priorities and expectations.
• Create an accountable and psychologically safe environment that encourages ownership, collaboration, open feedback and continuous learning.
• Anticipate capacity, capability and knowledge gaps, and establish development paths, knowledge transfer and effective backup arrangements.

Strengthen service management and first-line support

• Develop and implement an integrated service management framework grounded in recognised best practices. Own and govern incident, problem, change, knowledge and service management processes, establishing clear responsibilities and consistent standards. Regularly review and refine these processes to improve their effectiveness throughout the service lifecycle.Build and maintain a transparent service portfolio and service catalogue, with clear ownership, stakeholders, dependencies, support models, service levels and costs.
• Improve the speed, consistency and quality of first-line support through clear triage, routing and escalation criteria.
• Increase first-contact resolution and promote shift-left practices through accessible documentation, training and structured knowledge management.

Own incidents, problems, performance and resilience

• Take end-to-end ownership of incident, major-incident and problem management, including prioritisation, communication, root-cause analysis and follow-up of corrective actions.
• Define meaningful KPIs, service-level indicators and outcome measures, supported by reliable dashboards, regular service reviews and evidence-based improvement plans.
• Use performance data to support capacity planning, budgeting, forecasting and invoicing, while demonstrating service quality and business value.
• Ensure that critical services have appropriate monitoring, continuity, recovery, on-call and escalation arrangements, and that new or changed services are operationally ready.

Drive AI-Powered Service Transformation

• Lead the evolution of Operations through the strategic adoption of AI, automation, and digital capabilities.
• Identify and scale high-value use cases that improve service delivery, productivity, decision-making, and end-user experience.
• Turn operational data into actionable insights using AI-driven analytics, automation, and intelligent workflows.
• Collaborate across technology and business teams to embed AI into daily operations and unlock sustainable business value.
• Ensure AI solutions are deployed responsibly, with appropriate governance, security, privacy, and human oversight.
• Inspire and enable teams to confidently leverage AI, fostering a culture of innovation, continuous learning, and future-ready operations.

Partner with the business and deliver improvement

• Build trusted relationships with end users, business stakeholders, development teams, management and external partners.
• Translate technical and operational matters into clear business impact, manage expectations and make fact-based decisions when priorities compete.
• Own a transparent Operations improvement roadmap and lead assigned initiatives as project manager, sponsor or accountable business owner.
• Develop business cases, monitor delivery and confirm that completed initiatives achieve their intended operational and business benefits.

Skills & Qualifications

You are an experienced and people-focused Operations or Service Management leader who creates structure, builds credibility and turns information into action. You bring:

• Proven experience leading an IT Operations, service desk or service-management function.
• Strong people-management and coaching skills, with the ability to b