Specialist Director, Service Management Office (SMO) - Cyber Engagement

KPMG LLP; Orlando (FL); On-site; USD 180,000 - 300,000; Full time

Job summary

KPMG LLP is seeking a Specialist Director, Service Management Office (SMO) - Cyber Engagement to join our Managed Services practice. You will own integrated service performance across cyber workstreams, geographies, and delivery partners, serving as the senior operational interface among client executives and delivery teams.

Lead governance, executive reporting, and transformation initiatives; align SLAs, KPIs, and budgets; drive improvements, risk management, and value realization while

Qualifications

• Minimum eight years of cyber or IT service management experience at director level or equivalent.
• Bachelor’s degree required; Master’s degree preferred.
• Certifications such as ITIL, PMP, CISSP, CISM, or CRISC encouraged.
• Strong ITIL/ITSM knowledge and service governance experience.
• Experience with ServiceNow and Power BI for reporting.
• Proven ability to lead large, multi-tower engagements and distributed teams.
• Willingness to travel as required.
• Authorized to work in the U.S. without sponsorship.

Responsibilities

• Own integrated service performance across cyber workstreams, geographies, and delivery partners; act as the senior operational interface among client executives and delivery teams.
• Design and operate governance framework; lead governance meetings, reporting, and executive updates.
• Govern SLAs, KPIs, and incident/change management; drive improvements and reduce risk.
• Ensure compliance with SOWs and manage forecasting, budgeting, and financials.
• Mobilization, transition, and transformation governance; track benefits and deliver value.
• Identify risks and align with security policies; communicate with executives.

Skills

Cyber service management

Director-level leadership

ITIL / ITSM

Certifications

Power BI

ServiceNow

Executive communication

Travel

Education

Bachelor’s degree in related field

Master’s degree preferred

Tools

ServiceNow

Power BI

Job description

KPMG is currently seeking a Specialist Director, Service Management Office (SMO) - Cyber Engagement to join our Managed Services practice.

Responsibilities:

• Own integrated service performance across cyber workstreams, geographies, and delivery partners, including quality, resilience, contractual outcomes, and value realization; serve as the senior operational interface among client executives, Engagement Partners, cyber leaders, and delivery teams; translate strategy and commitments into an actionable service roadmap; maintain executive visibility into service health, cyber risk, dependencies, financial performance, transformation progress, and required decisions; build trusted relationships with CISO, technology, risk, procurement, business, and engagement leaders; advise stakeholders on service maturity, operational resilience, cyber-risk priorities, transformation, and value realization; set expectations and communicate performance, risks, trade-offs, and opportunities clearly; convert client feedback into accountable improvement actions
• Design and operate the governance framework, including decision rights, escalation paths, controls, meeting cadence, and action tracking; lead service reviews, MBRs, QBRs, steering committees, transformation forums, and CISO-level updates; deliver concise executive reporting across SLAs/KPIs, incidents, backlog, capacity, financials, risks, dependencies, transformation, and value; lead and develop service and workstream leads across cyber towers, establishing clear accountability, performance expectations, and succession coverage; coordinate cross-tower priorities, dependencies, handoffs, and integrated delivery across onshore and offshore teams; drive collaboration across security operations, engineering, architecture, transition, transformation, commercial, finance, and risk functions
• Govern SLAs, KPIs, operational-level agreements, experience measures, control indicators, thresholds, and data ownership; monitor service health across incidents, requests, problems, changes, vulnerabilities, security events, backlog, demand, capacity, and continuity; lead major-incident and escalation governance, including communications, root-cause analysis, corrective action, and post-incident review; use trend analysis, problem management, quality assurance, and service improvement plans to reduce recurrence, operational risk, and cost to serve
• Ensure compliance with Statements of Work, service levels, pricing assumptions, deliverables, acceptance criteria, and commercial obligations; partner with engagement and finance leaders on forecasting, budget, revenue protection, margin, productivity, and resource utilization; identify scope changes early and govern change requests through impact assessment, negotiation, approval, and execution; support sustainable engagement growth by identifying opportunities to improve services and expand value
• Govern mobilization, transition, implementation, stabilization, and transformation through milestones, readiness criteria, stage gates, and acceptance measures; integrate steady-state operations with the transformation roadmap and track adoption, business outcomes, and sustained benefits; prioritize improvements in automation, reliability, ticket reduction, control effectiveness, knowledge management, and user experience; champion analytics, workflow automation, and responsible AI-enabled service management to improve insight, speed, quality, and efficiency
• Identify operational, cyber, delivery, regulatory, financial, and contractual risks; establish mitigation, contingency, and escalation plans; ensure alignment with security policies, control requirements, change governance, audit evidence, and regulatory obligations; lead resolution of issues affecting client operations, security posture, reputation, or contractual performance, with transparent executive communication
• Act with integrity, professionalism, and personal responsibility to uphold KPMG’s respectful and courteous work environment
  
  

Qualifications:

• Minimum eight years of recent progressive experience in cyber or IT service management, managed services, program leadership, or complex client delivery, including director-level or equivalent responsibility
• Master’s degree from an accredited college or university preferred; minimum of a Bachelor’s degree in cybersecurity, information technology, engineering, business, or a related field is required
• Certifications preferred: ITIL 4 Managing Professional or Strategic Leader; PMP/PgMP; CISSP, CISM, or CRISC; Lean Six Sigma, COBIT, ISO/IEC 20000, ISO/IEC 27001, or relevant vendor credentials
• Strong knowledge of ITIL, ITSM operating models, service governance, SLA/KPI design, major incident, problem, change, and continual improvement practices; working knowledge of cyber domains such as security operations, identity, vulnerability management, cloud security, data protection, incident response, and resilience
• Strong analytical capability and experience with service management and reporting platforms; ServiceNow and Power BI preferred; exceptional executive communication, facilitation, negotiation, and presentation skills
• Demonstrated success leading large, multi-tower engagements and globally distributed, matrixed teams; proven executive stakeholder, commercial, financial, contract, scope, transition, and transformation management experience
• Travel as required
• Applicants must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future; KPMG LLP will not sponsor applicants for U.S. work visa status for this opportunity (no sponsorship is available for H-1B, L-1, TN, O-1, E-3, H-1B1, F-1, J-1, OPT, CPT or any other employment-based visa)