Assistant Manager - Service Management and Customer Success

Position

Assistant Manager

About

The Capability Hubs (CH) team at KPMG Global Services (KGS) helps KPMG firms navigate the complexities of their business by understanding their needs and delivering tailor-made, industry-focused solutions. Led by an experienced leadership team across two locations in India - Gurugram and Bengaluru - CH provides support in winning business, client delivery and eminence building. From 185 colleagues in 2011 to 1,500+ in 2023, each of our cross-functional hubs comprises seasoned professionals with the deep domain expertise to help deliver value and achieve business outcomes through process efficiency and seamless delivery.

Responsibilities

• Lead the development and enhancement of service management practices as part the GBS customer success team across all delivery centers.
• Co-own the GBS service catalogue, governance framework, and management reviews to ensure standards are current, adopted, and measured.
• Lead GBS-wide stakeholder surveys, synthesize insights and drive follow-through on actions for improvement demonstrating customer focus.
• Own the full lifecycle of monthly, quarterly reviews (QBRs) with functions & delivery centers. Identify improvement opportunities, best practices for scale & adherence to functional leadership expectations.
• Strong quantitative skills and comfort with KPIs, OKRs, and performance management across geos.
• Use enterprise‑approved AI tools for data prep, insight generation, and content drafting; uphold responsible AI and data privacy.
• Support the development of a customer success excellence culture, including the delivery of GBS Service Management trainings across delivery centers.
• Foster strong relationships with colleagues across delivery centers, understand their needs and align to GBS priorities enabling seamless service delivery.

Requirements

• 7-9 years of progressive experience in service management/service delivery in a GCC / multi-Geo environment; Big 4 experience preferred.
• Demonstrated track record of stakeholder management across time zones, US engagement preferred.
• Proven record of QBR/MBR governance and executive communication.
• Experience coordinating across multiple delivery centers/time zones

Experience Level

Senior Level