Company Description

KPMG Delivery Network (KDN) is an integrated network of delivery centers that specializes in delivering high-quality services to KPMG member firms globally. KDN Mexico supports the Audit practice by providing scalable, technology-enabled delivery services while leveraging integral tools, platforms, and operational support models.

The IT Operations Manager is responsible for overseeing and coordinating day-to-day technology operations supporting the KDN Mexico Delivery Center. The role acts as the primary local technology representative, ensuring reliable delivery of workplace technology, network services, end-user support, application support, IT asset management, and security-related operational activities.

This individual will work closely with KPMG technology teams, manage service providers, vendors, office management, and business stakeholders to maintain stable, secure, and efficient technology services that enable business operations.

Other Information

- Hybrid working: In-Office 3 days / Home Office 2 days

Key responsibilities

Technology Operations & Service Delivery

- Manage and coordinate day-to-day IT operations supporting the KDN Mexico Delivery Center.
- Act as the primary local point of contact for technology-related incidents, escalations, and operational issues.
- Ensure timely resolution of incidents, service requests, and technology problems affecting business operations.
- Monitor service performance against established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Lead operational reviews and drive resolution of recurring technology issues through root cause analysis and continuous improvement initiatives.
- Maintain operational dashboards, service reports, and technology performance metrics.

End User Computing & Workplace Technology

- Oversee end-user technology support services, including laptops, desktops, mobile devices, peripherals, and collaboration tools.
- Ensure effective onboarding and offboarding support for employees and contractors.
- Support Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint, and related productivity tools.
- Ensure availability and support of meeting room technologies, and workplace collaboration solutions.

Network Operations & Infrastructure Management

- Serve as the local coordinator and operational owner for network and connectivity services.
- Monitor network performance, stability, capacity, and availability.
- Coordinate with internal technology teams and service providers for:
- LAN and WAN connectivity
- Internet services
- Wireless infrastructure (Wi-Fi)
- VPN and remote access services
- Network security services




- Manage and coordinate resolution of network outages, performance degradation, and infrastructure-related incidents.
- Support office expansions, relocations, and technology infrastructure projects.
- Participate in technology readiness and capacity planning activities.

Application Support Coordination

- Coordinate support activities for business-critical applications utilized by the KDN Mexico Audit practice.
- Act as a liaison between business users and application support teams.
- Track application issues, service requests, and enhancement opportunities.
- Support application upgrades, testing, rollout activities, and operational readiness planning.
- Ensure timely communication of planned outages, releases, and service disruptions.

Vendor & Service Provider Management

- Manage relationships with KPMG member firm technology teams, managed service providers, and third-party vendors.
- Conduct regular operational service review meetings.
- Monitor provider performance against contractual commitments, SLAs, and support obligations.
- Drive accountability for issue resolution and service improvement initiatives.
- Support technology procurement activities and vendor onboarding processes.
- Escalate service delivery concerns and ensure corrective actions are implemented.

Information Security & Compliance

- Support implementation and adherence to KPMG technology, security, and compliance policies.
- Coordinate local activities associated with security assessments, audits, compliance reviews, and risk mitigation initiatives.
- Partner with security teams to address vulnerabilities and remediation requirements.
- Support user access reviews, endpoint security compliance, and technology governance activities.

IT Asset & Lifecycle Management

- Maintain oversight of local IT asset management processes and controls.
- Ensure accurate inventory management of laptops, monitors, mobile devices, and other technology equipment.
- Coordinate procurement, deployment, refresh, recovery, and disposal activities.
- Maintain technology asset records and documentation.

Technology Projects & Operational Improvements

- Coordinate local technology projects and operational initiatives.
- Support office growth, expansion, onboarding, and workplace technology implementations.
- Assist in planning and execution of infrastructure upgrades,



technology migrations, and system deployments.
- Ensure technology changes are implemented with minimal business disruption.

Stakeholder Management

- Build and maintain strong relationships with KDN Mexico leadership, Audit stakeholders, HR, Facilities, and support organizations.
- Act as a trusted technology advisor for local operational matters.
- Gather feedback from business stakeholders and represent local technology requirements to service providers and global technology teams.
- Communicate service performance, operational risks, technology issues, and improvement initiatives effectively.

Qualifications

Required

- Degree in Information Technology, Computer Science, Engineering, or a related discipline.
- 12+ years of experience in IT Operations, Infrastructure Support, Service Delivery, or Technology Management.
- Experience managing enterprise technology operations and support services.
- Experience working with outsourced support models and managed service providers.
- Strong understanding of IT Service Management (ITSM) processes.
- Proven ability to manage multiple stakeholders, priorities, and service providers.
- Well-organized, experience with managing multiple projects at once
- Ability to work overtime when business needs require
- Fluent in English and Spanish

Key Competencies

- Service Delivery Management
- Vendor Management
- Stakeholder Engagement
- IT Operations Management
- Network Operations Coordination
- Problem Solving & Incident Management
- Continuous Improvement
- Communication & Relationship Management
- Project Coordination
- Customer Focus

Additional information

KDN Is Inclusive!

Everyone brings a unique perspective. We want to harness diverse thinking by bringing bright minds together and valuing the differences that lead to stronger insights and innovation. At KDN, we recognize that we need Inclusion, Diversity and Equality to be successful.

We want to attract, retain and develop diverse talent at all levels. This means recruiting from the widest possible pool of talent, removing barriers that can prevent our people from reaching their full potential, and fostering a fully inclusive environment which maximizes collaboration and empowers everyone at KPMG to bring their whole selves to work. We encourage authenticity, honor individual priorities, and respect your choices.

© 2026 KPMG Delivery Network Ltd., a member firm of the KPMG global organization of independent member firms affiliated with KPMG International Limited, a private English company limited by guarantee. All rights reserved. The KPMG name and logo are registered trademarks or trademarks of KPMG International.

📌 IT Operations Manager (Ciudad de México)
🏢 KPMG México
📍 Ciudad de México