KPMG Director, Operational Improvement in Montvale, New Jersey

Director, Operational Improvement

Montvale, New Jersey

Requisition #: 35317

Practice Area: Business Support Services

Location: Atlanta, GA; Grand Rapids, MI; St Louis, MO; Montvale, NJ; Dallas, TX

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 Director, Operational Improvement to join our KPMG Technology organization.


  • Provide strategic guidance for proactive and reactive Problem Management across KPMG Technology; Lead the push to increase the reliability of IT systems through elimination and prevention of problems and their resulting incidents, as well as minimize the business impact of incidents

  • Establish a proactive team that anticipates and prevents potential outages, striving for continued improvement in service availability, and shorter service restoration times

  • Promote and train other teams on best-in-class problem management practices and processes

  • Work closely with Incident and Change Management teams to ensure that quality and service availability are improved; Provide regular reporting on availability improvements and team responsiveness

  • Collaborate with Executive Leadership on the strategic and tactical planning of operations in a large enterprise environment, enforcing best practices design, implementation and operational standards

  • Hire, train and organize high performance teams, using standard operating procedures and best practices, including providing written protocols and guidance to staff; Provide Metrics / KPI definition, trend analysis with recommendations; Ensure team objectives are clearly defined and managed, acting as primary point of escalation for issue resolution


  • Minimum of ten years of progressive experience in an IT environment with at least eight years in delivering and managing technology solutions across multiple enterprise architecture domains including technology, application, information assets and infrastructure

  • Bachelor's degree from an accredited college/university is required; Master's degree from an accredited college/university is preferred

  • Demonstrated understanding of IT Service Management Practices and ITIL or COBIT Framework

  • Demonstrated understanding of IT delivery models, such as Software-as-a-Service (SaaS), Platform-as-a-Service (PaaS), and Infrastructure-as-a-Service (IaaS)

  • Outstanding verbal/written communication, collaboration, presentation and negotiation skills to lead an environment driven by customer service and team work; Ability to foster the development of high performance teams; Capable of building strong professional relationships with ability to influence all levels across the organization

  • Able to set and execute strategic initiatives for team; Creative thinker with ability to identify innovative business solutions; Ability to develop strategic organization and resource plans, defining next generation business and leadership needs

KPMG LLP (the U.S. member firm of KPMG International) offers a comprehensive compensation and benefits package. KPMG is an equal opportunity employer. All qualified applicants are considered for employment without regard to race, color, creed, religion, age, sex/gender, national origin, ancestry, citizenship status, marital status, sexual orientation, gender identity or expression, disability, physical or mental handicap unrelated to ability, pregnancy, veteran status, unfavorable discharge from military service or military status, genetic information, genetic disposition and or carrier status, domestic violence status, personal appearance, family responsibility, matriculation or political affiliation, status with regard to public assistance, or other legally protected status. KPMG maintains a drug-free workplace. KPMG will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable local, state or federal law (including San Francisco Ordinance number 131192). 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.