Manager

Job Title
Manager, Global Service Management

Marketing Title
Business Continuity Manager 

Global Job Level
Manager

Reports to (Name/Job Title)
Shaimaa Ali (Service Management Compliance Lead)

KPMGI Group
Global Technology & Knowledge

Business Unit/Function
Global Service Management

Location of Hire (and/or other location options) 
US, Canada or Offshore 

Type of Hire
Contract

% of time dedicated to Global vs Other
100% 

Status of Hire
Open

Global Mobility opportunity (yes/no)
No

International Cost Center 

Org Chart
Link 

Is Travel Required in this Role?
No

KPMGI Group Context and Background

Provide a brief background of the group and function's purpose and mandate

Backed by a worldwide partnership of professional services firms, KPMG plays a leading role in a rapidly advancing digital transformation. As the importance and demand of secure technology platforms and consistency ever increases, KPMG has a clear focus on leveraging cloud technologies provided through a Global Technology Platform which itself is a tailored and secured implementation of Microsoft Azure. 

Technology Operations provides support and expertise for One Platform and Application Services to member firms and global functions and for globally managed services. Support at both Tier 2 & 3 levels are available as well as enhanced support options for departments that need them.

Operational Support areas are grouped in three Chapters: 

• Cloud Enterprise: Azure services, Connectivity, Gateways, Core Infrastructure and Security.
• Digital Workplace: Identity Management, O365, Messaging, Chat, Voice and Collaboration.
• Secure Connectivity: WAN, Firewalls, Cloud Networking and various network services.

The Business Continuity Manager will be a member of the Global Service Management team:

• Service Management: Incident, Problem, Change, Configuration, Service Catalog, Knowledge, Security Compliance, Business Continuity and Service Request Fulfillment, Reporting.

Role Summary

Provide a brief description and purpose of the role. Include the impact of performing these responsibilities on KPMGI goals and objectives

This role will primarily be responsible for ensuring that the service management practices that provide consistent interfaces within and amongst service providers operating with the Global Technology and Knowledge organization specifically in the areas of Business Continuity, Disaster Recovery and Security Compliance are implemented, adopted and managed across the enterprise.

% of Time Accountability:

Key Accountabilities

Please describe the key accountabilities and approximate percentage of time spent on each below. Percentage of time should add up to 100%.   Please note that 5 to 7 accountabilities are normally required to describe the role. 

30
Develop, implement, and maintain comprehensive business continuity and disaster recovery strategies and solutions

15
Review and update the critical technology services recovery plans

10
Coordinate with teams to ensure business continuity and disaster recovery strategies and solutions are integrated into the organization's systems and procedures

10
Develop and execute the Disaster Recovery testing plan

10

Conduct risk assessments and business impact analyses of critical technology services

to identify vulnerable areas

10
Conduct education and drills to validate and improve business continuity and disaster recovery plans.

10
Support the Technology Crisis Management process in applying, developing and testing specific strategies within the organization's crisis management plan for a business unit or alike within the overall crisis plan.

5
Stay current with developments in the IT business continuity and disaster recovery industry, including awareness of new or revised industry standards

"Everyone a Leader" Competencies 

Whilst it is expected that colleagues will be able to demonstrate competence in all areas if the Everyone a Leader Framework some roles require greater demonstrability in particular competencies.  Please list those that without, the job would be difficult to perform at a fully competent level. 

Demonstrates

• Drive quality: Delivers high-quality products and exceptional service that provide value and exceed client expectations operational excellence or customer intimacy 
• Make sound decisions: Exercises sound ethical and business judgment when making decisions 
• Build collaborative relationships: Connects with individuals, teams and organizations to build lasting, collaborative relationships that enable global, firm-wide growth Develop and motivate others: Engages teams, instills confidence, and coaches people to find meaning in their work and achieve exceptional results 
• Advance an ethical environment: Takes personal responsibility for the ethical environment of the firm and encourages others to do the same
• Foster innovation: Embraces a culture of innovation and experimentation to create value
• Demonstrate self-awareness: Focuses on self-development and continuous learning, using insight to build capability and confidence

Technical Skills & Qualifications

Indicate the mandatory qualifications and technical skills required to perform the job at a fully competent level. Note: the qualifications and technical skills must be critical to the effective performance of the job and without which the job would be difficult to perform at a fully competent level.

Technical skills required to perform this role 

• Strong knowledge of business continuity and disaster recovery best practices 
• Strong understanding of industry standards, related to areas defined in: ITIL, Lean Six Sigma, ISO 2700x, SOC2 is a must
• Knowledge of Business Continuity Management and Disaster Recovery standards (i.e. ISO 27031/22301)
• Knowledge of IT operations audit methodologies
• A strong understanding of IT / Business processes, challenges and issues and the business impact of products, tools, technologies and policies
• Experience developing, implementing and maintaining processes, policies, procedures, standards and guidelines
• Strong leadership skills and the ability to work effectively with business managers, IT engineering and IT operations staff
• Attention to detail and pride in well-presented and accurate work; Strong problem solving, analytical, organizational and independent judgment skills to support an environment driven by customer service and teamwork 
• Must be able to work autonomously and independently with minimal guidance
• High English language speaking, reading and writing proficiency

Experience & Knowledge 

Indicate the experience and knowledge required to perform the job at a fully competent level. 

Experience/Knowledge  

• University degree from an accredited university in Information Technology, Computer Science or a related discipline
• 5+ years professional experience in IT Business Continuity and Disaster Recovery 
• Experience in supporting ISO and SOC2 internal and external audits
• In-depth knowledge of the industry's standards and regulations
• Experience in Risk Management
• Up-to-date market understanding of hosting and cloud technologies
• Understanding and experience in ITIL processes
• Experience in Information Security Management

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