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KPMG Specialist Director, Solutions Delivery (OD) in Grand Rapids, Michigan

Specialist Director, Solutions Delivery (OD)

Raleigh, North Carolina

Requisition #: 45442

Practice Area: Advisory

Location: Denver, CO; Atlanta, GA; Chicago, IL; Grand Rapids, MI; New York, NY

Known for being a great place to work and build a career, KPMG provides audit, tax and advisory services for organizations in today's most important industries. Our growth is driven by delivering real results for our clients. It's also enabled by our culture, which encourages individual development, embraces an inclusive environment, rewards innovative excellence and supports our communities. With qualities like those, it's no wonder we're consistently ranked among the best companies to work for by Fortune Magazine, Consulting Magazine, Working Mother Magazine, Diversity Inc. and others. If you're as passionate about your future as we are, join our team.

KPMG is currently seeking a Specialist Director to join ourpractice.


  • Act as the lead for the delivery operations for our On-Demand Managed Services solution offering with the ability to manage multiple product/service offerings focusing on developing, implementing, continually refining and improving Operations and Service procedures, standards, and policies to conform to best practices and SLAs.

  • Plan, organize and manage staff, with specific attention to offshore operations, to assure appropriate coverage to meet business needs and Service Level Agreements (SLAs) and to achieve excellence in customer service and satisfaction.

  • Manage service performance and quality management activities (reporting quality acceptance, improvement plans, performance reporting, modification of service levels and metrics, and issue resolution).

  • Facilitates service support trend analyses and significant problem and root-cause analyses services as required.

  • Manages service quality issues related to service level achievement, performance, and delivery quality.

  • Performs people management responsibilities, such as annual performance reviews and team member development.


  • Minimum of 8 years of experience in managed services and/or operational related role

  • Prior experience in procurement operations and third party management, specifically around contract management and third party intelligence is preferred

  • Must possess prior experience in managing geographically diverse teams with successful integration into daily operations

  • Bachelor’s Degree in Information Technology, Business, and/or Operations

  • Proven track record in establishing, building out and running complex service solutions across multiple geographies; ITIL certification preferred

  • Demonstrated track record of experience in operational performance management and continuous improvement experience (e.g. Lean, Six Sigma)

  • Ability to perform process-based performance benchmarking with strong analytical skills, strategic focus, broad-based business judgment, proven initiative, creativity, assertiveness and leadership abilities

  • Ability to exercise judgment in selecting methods, techniques and evaluation criteria for obtaining results, and ensuring that project goals, schedules and performance requirements are achieved

  • Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future

  • Ability to travel as necessary

KPMG LLP (the U.S. member firm of KPMG International) offers a comprehensive compensation and benefits package. KPMG is an affirmative action-equal opportunity employer. KPMG complies with all applicable federal, state and local laws regarding recruitment and hiring. All qualified applicants are considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by applicable federal, state or local laws. Thecontains further information regarding the firm's compliance with federal, state and local recruitment and hiring laws. No phone calls or agencies please.

Our Benefits


KPMG offers a range of medical insurance options to meet your needs as well as prescription drug coverage, health care flexible spending accounts, and dependent day care flexible spending accounts.

Personal Time Off (PTO)

Up to 30 PTO Days per year (depending on job classification/level/years of service).


  • 401(k) and Pension Plans

  • Dependent Care Flexible Spending Account

  • Health Care Flexible Spending Account

  • Mortgage Assistance Program

  • HomeBenefits@Work Program

  • Hyatt Legal Plan

  • Benefits vary by employment status.