End User Services Manager

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Start Date for Applications: 21 Apr 2025

Closing Date for Applications:

KPMG in Singapore is part of a global organization of independent professional services firms providing Audit, Tax and Advisory services. We operate in 143 countries and territories with more than 273,000 partners and employees working in member firms around the world. Each KPMG firm is a legally distinct and separate entity and describes itself as such. KPMG International Limited is a private English company limited by guarantee. KPMG International Limited and its related entities do not provide services to clients.

Role Overview

The End User Services Manager leads the team to drive IT service performance for internal clients, ensuring top-tier customer experience. They ensure staff meet performance metrics and customer service standards, adhering to processes for effective service delivery.

Responsibilities:

• Manage Requests and Incidents: Own all IT Services (ITS) Helpdesk requests, incidents, and problems. Coordinate urgent support issues and act as escalation point. Develop escalation processes and determine root causes, communicating them to customers. Serve as Incident Manager during major incidents.
• Manage IT Events: Manage communication of IT events like outages and emergencies. Maintain excellent stakeholder management and communication skills. Handle vendor relationships and review survey feedback to improve services. Ensure compliance with KPMG policies on data classification and personal data protection.
• Train and Mentor Staff: Train, coach, and mentor Helpdesk Specialists and Asset & Inventory Team. Build training materials, schedule work times, and provide backup support. Interact with internal customers.
• Champion Modern Workplace Practices: Promote cloud-centric services like Microsoft Teams, OneDrive, SharePoint Online, ServiceNow, and secure internet access.
• Provide Data and Reporting: Report KPIs and trends to IT department. Drive incident root cause analysis and continuous service improvement. Make Helpdesk the single point of contact for IT service delivery. Monitor and manage phone queues.
• Oversee Operations Repository: Ensure support documents are available. Develop Service Level Agreements to set expectations and measure IT Helpdesk performance. Advise management on additional client support needs.

Day-to-Day Activities:

• Act as escalation point for service failures.
• Conduct operational and performance reporting.
• Champion ITIL support processes and implementation.

Collaboration: Work closely with Infra & Operation Infrastructure (I&O) team, CTO Office, Enterprise Application & Engineering (EA&E), IT Security Team, Data Office, Intelligence & Insight, and Project Management Office (PMO) Teams. Engage with customers to promote IT service capabilities and ensure access to service performance information.

Customer Advocacy: Act as a customer advocate to delivery teams, translating customer needs into operational parameters. Recommend improvements to enhance service robustness and reliability.

Skillsets & Competencies

Required Qualifications:

• BSc in Computer Science, Information Technology, or relevant field.
• At least 5 years of experience in IT Service Delivery, with managerial experience in End User Services.
• Hands-on experience with helpdesk duties and remote-control software.
• Expertise in ITIL processes.
• Ability to simplify complex technical scenarios for non-technical audiences.
• Customer service orientation and problem-solving skills.
• Excellent written and verbal communication skills.
• Knowledge management and team management skills.

Ideal Knowledge and Experience:

Must Have:

• Microsoft Windows Desktop Operating Systems.
• MS Office Application and user productivity tools.
• Delivering Microsoft 365 Suite of services.
• ITIL V3 or V4 Foundation Certification.
• Experience in managing Incident, Request, Problem, and Change Management.
• Experience with ServiceNow.

Good to Have:

• Devices-as-a-Service (for laptops).
• BeyondTrust or similar remote support tools.

Only shortlisted candidates will be contacted by KPMG Talent Acquisition team, personal data collected will be used for recruitment purposes only.

At KPMG in Singapore we are committed to creating a diverse and inclusive workplace. We believe that diversity of thought, background and experience strengthens relationships and delivers meaningful benefits to our people, our clients and communities. As an equal opportunity employer, all qualified applicants will receive consideration for employment regardless of age, race, gender identity or expression, colour, marital status, religion, sexual orientation, disability, or other non-merit factors. We celebrate the different talents that our people bring and support every staff member in their journey to achieve personal and professional growth. One of the ways we do this is through Take Charge: Flexi-work, our flexible working framework which enables agile and innovative teams to help deliver our business goals.