Job Description

KPMG is currently seeking an Associate Director, Digital Desk Transformation Program to join our Digital Nexus technology organization.

Responsibilities:

* Function as a project or program manager with overall responsibility for the successful planning, tracking and execution of multiple, simultaneous, and medium to large complex projects
* Provide overall leadership for the Digital Desk Transformation program including the following work streams: KPI and metric management, including goal/plan definition; participate in gathering and refining Business Requirements, process redesign related to Digital Desk program and overall end-to-end support of business requirements and systems implementation coordination, management Committee reporting; ensure agent training plans are in place and lead internal customers and teams in the development and maintenance of project and/or program artifacts
* Develop, track and manage project forecasts and costs; request budget allocations and reallocations; ensure project and or program is within budget
* Ensure mitigating strategies or contingencies are appropriately applied to anticipated risks and issues and act as point of escalation on projects
* Develop and execute organizational change management plans to ensure project management adoption of new systems and processes
* Incorporate industry best practices, conduct internal and external benchmarking and implement standards, key measures and metrics

Qualifications:

* Minimum of eight years of IT Program/Project Management experience including both waterfall and agile lifecycle project management, software development and infrastructure deployment methodologies according to industry best practices
* Bachelors degree from an accredited college/university
* Solid experience in the management of large, complex IT projects and programs, multi-phase, multi-track, high-risk projects with up to 30 project team members concurrently; be able to lead a geographically dispersed team and oversee multiple scrum teams; Agile Coaching skills preferred
* Experience should include project management, IT initiative implementation, facilitation of decision-making events, business case development, budget and resource management; PMP certified preferred; experience supporting a Help Desk and the various channels of engagement to include phone, chat, email and mobile experiences as well as with customer facing help desk metrics and data visualization; prior involvement with ServiceNow strongly preferred
* Ability to gain the confidence and respect of functional leadership, business sponsors; well versed in technology, requirements definition, and implementation; creative thinker with ability to identify innovative business solutions; proficiency in tracking/monitoring and forecasting budgets with the ability to define KPIs and measure program effectiveness
* Must be able to set goals and participate in strategic initiatives for a team; ability to foster the development of high-performance teams and interface with all levels of the organization; ability to participate in development of resource plans and structures and influence organizational priorities