About BDO
BDO is the leading mid-tier professional services provider globally. In 2024, our core service lines (Audit & Assurance, Tax, Advisory, and Business Services & Outsourcing) generated annual revenues of over US$15 billion. With a worldwide community of over 119k professionals operating in 166 countries and territories, we’re dedicated to helping our clients navigate complex financial and strategic challenges, aligned to our core purpose ‘People helping people.’
Why join us?
A great place to work
Building a thriving global team is an essential pillar of our bold new vision Global solutions. Driven to be the best. - so it’s no surprise that our offices around the world are regularly recognised with awards and accolades. We’re a people-powered business, with a diverse, dynamic and inclusive international team who are committed to excellence, innovation, and integrity.
Make a difference
We believe that businesses have an economic imperative and an ethical responsibility to contribute towards a more sustainable and equitable world. In 2021, as part of the Net Zero Financial Service Providers Alliance, we pledged to reach net zero carbon emissions by 2050 or sooner. In addition, we’re #BDOproud to support thousands of colleagues around the globe who regularly participate in activities to ‘give back’ to the communities in which we operate.
Professional growth
Our collaborative, international environment fosters professional growth and development, to ensure that all our people thrive. We’re committed to transferring and sharing resources, knowledge, skills, and experience across our organisation, and our Global Mobility Programme provides the gateway to a whole world of opportunities.
Position: Senior Manager GCN & MTS
Senior Manager GCN & MTS will oversee and optimise the delivery of IT services within the Global Corporate Network, with a strong emphasis on business and end-user outcomes.
This role will manage the performance, focus, and quality of our outsourced partner responsible for operations and support, ensuring alignment with business objectives and high levels of user satisfaction.
The Senior Manager GCN & MS will act as the key liaison between internal teams and the outsourced partner, driving effective service delivery, continuous improvement, and strategic alignment with Global Corporate Network goals.
Key accountabilities
Performance and progress in the following areas will be the priorities for this position:
Outsourced Partner Management
* Manage the operational day-to-day relationship with our partner, ensuring service delivery meets expectations.
* Establish clear reporting structures with the partner, focusing on operational excellence and optimal business and user outcomes.
* Regularly review the performance metrics and operational reports provided by the partner, conducting performance reviews to address any issues or improvement opportunities.
Technical Debt and Remediation
* Identify areas of technical debt within IT systems, such as legacy configurations, outdated practices or products, and unsupported software versions.
* Collaborate with the outsourced partner to create and maintain a technical debt register, documenting instances, impacts, and mitigation plans.
* Drive the remediation of technical debt by prioritising high-impact areas, reducing long-term maintenance costs, and enhancing system reliability.
* Report on progress of debt reduction to stakeholders, aligning remediation efforts with business priorities and user outcomes.
Security and Compliance Oversight
* Collaborate with the outsourced partner to ensure compliance with security protocols, data protection policies, and regulatory requirements.
* Regularly review and validate the security measures in place, including access management within IT systems, to protect sensitive information.
* Conduct periodic audits and security reviews, working with the partner to implement improvements where necessary.
Asset and License Management
* Work with the outsourced partner to manage the lifecycle of all IT assets, licenses, and subscriptions.
* Ensure license compliance and cost management, making adjustments as necessary to meet evolving business needs.
* Oversee asset utilisation within Microsoft 365, Azure AD, and other Microsoft tools, optimising resource allocation and usage.
Business & End-User Experience and Service Quality
* Act as the advocate for the GO and MTS Firm end users, working closely with our partner to ensure quality of service and effective problem resolution.
* Collect feedback from GO and MTS Firm end users on service quality and work with the partner to adjust processes and improve experiences.
* Ensure that IT systems are configured, maintained, and optimised to enhance productivity and usability for GO and MTS Firm end users.
Incident and Problem Management
* Act as the escalation point for incidents that cannot be resolved by the partner, ensuring swift action and clear communication.
* Work closely with the partner to analyse root causes of incidents, implementing preventive measures to reduce recurrence.
* Monitor the partner’s performance in incident resolution, focusing on minimising downtime and impact on GO and MTS Firm end users.
Continuous Improvement and Strategic Alignment
* Drive the partner to adopt best practices in IT system management, ensuring alignment with the GCN’s strategic goals.
* Identify areas where IT tools and services can be leveraged to meet specific business needs, collaborating with both internal teams and the partner to implement.
* Ensure the outsourced partner’s roadmap aligns with GCN’s vision, adjusting strategies as business needs evolve.
Team Collaboration and Leadership
* Act as the primary point of contact between internal stakeholders and the outsourced partner, fostering a collaborative approach.
* Ensure the outsourced team is aligned with GCN’s culture, values, and GO & MTS Firm end-user-focused mindset.
* Support internal stakeholders by coordinating with the partner to deliver timely, responsive, and effective support.
Operational Reporting and Insights
* Monitor and analyse operational reports and data from the partner to assess performance, effectiveness, and efficiency.
* Provide regular insights to leadership on operational performance, user satisfaction, and areas for improvement. Working closely with Global Office and MTS Firms.
* Drive the outsourced partner to achieve continuous improvement in operational delivery and service quality, leveraging analytics to inform decision-making.
Qualifications and Experience
5+ years of experience in IT operations management, preferably with experience managing outsourced
vendors, with a strong understanding of Microsoft systems.
Technical Skills:
* Proficiency with Microsoft 365, Azure Active Directory, Teams, and SharePoint.
* Solid understanding of IT asset management, license management, and security within Microsoft environments.
* Familiarity with IT service management (ITSM) and incident management processes.
Soft Skills:
* Strong vendor management and negotiation skills, with experience driving outcomes from third-party providers.
* Proven ability to work effectively with global teams across different time zones and cultures, fostering collaboration and alignment.
* Excellent communication skills, with the ability to collaborate across teams and translate technical details to non-technical stakeholders.
* Results-oriented and proactive, with a focus on enhancing end-user satisfaction and operational efficiency.
Additional Requirements (optional, but desirable) :
* Certifications such as Microsoft Certified: Azure Administrator Associate, Microsoft 365 Certified: Enterprise Administrator, or ITIL.
* Experience in working with or managing outsourced IT service providers, with a focus on service delivery, user outcomes, and SLA adherence.
About us
BDO is an international network of independent public accounting, tax and advisory firms ('the BDO network'), which performs professional services under the name of BDO (‘the BDO Member Firms’). BDO is the brand name for the BDO network and for each of the BDO Member Firms.
Service provision within the BDO network is coordinated by Brussels Worldwide Services BV (BWS), a limited liability company incorporated in Belgium with VAT/BTW number BE 0820.820.829, RPR Brussels. Each of BDO International Limited (the governing entity of the BDO network), BWS and BDO Member Firms is a separate legal entity and has no liability for another such entity's acts or omissions. Nothing in the arrangements or rules of the BDO network shall constitute or imply an agency relationship or a partnership between BDO International Limited, BWS and/or the member firms of the BDO network.
More information on BDO can be found on www.bdo.global.
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