IAM Portfolio and Service Management Lead

IAM Portfolio and Service Management Lead

 

Location: Wrocław
Hybrid model: 2 days office/3 days remote

 

Let us introduce you the job offer by EY GDS Poland – a member of the global integrated service delivery center network by EY.

 

Today’s world is fueled by vast amounts of information. Data is more valuable than ever before. Protecting data and information systems is central to doing business, and everyone in EY Information Security has a critical role to play. Join a global team of over 950 people who collaborate to support the business of EY by protecting EY and client information assets! Our Information Security professionals enable EY to work securely and deliver secure products and services, as well as detect and quickly respond to security events as they happen. Together, the efforts of our dedicated team helps protect the EY brand and build client trust. 

Within Information Security we blend risk strategy, digital identity, cyber defense, application security and technology solutions as we consider the entire security lifecycle. You will join a team of hardworking, security-focused individuals dedicated to supporting, protecting and enabling the business through innovative, secure solutions that provide speed to market and business value. 

 

The opportunity

 

Identity and Access Management (IAM) organization, a part of Information Security which, enables over 400,000 individuals across 140+ countries to access systems and information securely. As a member of the IAM team, the role will drive our Portfolio and Service Management deliverables and contribute towards the execution of an IAM roadmap that meets security requirements, including but not limited to security for, a complex Active Directory (AD) environment, hybrid cloud deployment, mobile computing, policy driven security, SSO, identity lifecycle management, and federation focusing on multiple protocols.

 

We offer opportunities to develop new skills and progress your career receiving support, coaching and feedback from colleagues around the world. This role will give you an opportunity to work with some of the best talent in the industry! 

This role will assist the IAM team to define and implement an end-to-end service management framework and process to enhance the delivery of IAM services to the rest of the business.  This will include creating a structure for all IAM services including publication, intake, metrics, customer feedback, reporting, and lifecycle management. You will coordinate the development of our formalized service framework, and work with service owners to define, document, and socialize our services and the value provided to our customers and the firm. 

 

Your key responsibilities

 

• Ensures the Service Portfolio Management process is fit for Purpose 

• Oversee, develop and manage IAM service management processes to ensure that all services/products are delivered according to agreed upon targets.  

• Assists in the definition of services and its offering(s) 

• Assists in the determination of key performance indicators for strategic, financial and relationship measurements 

• Conducts service portfolio reviews 

• Makes recommendations for service improvement plans 

• Develop and implement framework and process for service relationship management and customer feedback mechanisms. 

• Monitor and report on service/operational levels and perform regular customer/service provider reviews. 

• Lead, develop, and implement enterprise service management best practices. 

• Contribute to short term and long term strategic road maps for IAM service management and ensure goals and initiatives are aligned with the IAM mission, vision and objectives. 

• Translate business needs to service offering requirements. 

• Position the IAM organization to embrace and support emerging customer service driven needs. 

• Collaborate with IAM teams to review existing processes, capture operational challenges, and develop business requirements for improvement. 

• Measure and determine ways to improve customer satisfaction and engagement. 

• Ensures the Service Catalogue is presented in business language that customers can understand 

 

Skills and attributes for success

 

• Strong interpersonal, communication, consultative, and people management skills. 

• Ability to prioritize and succeed on multiple assignments simultaneously, in a fast-paced and highly challenging environment. 

• Ability to effectively work with customers and management personnel on all levels, business areas and across cultures. 

• Fluent in spoken and written English. 

 

To qualify for the role you must have

 

• Bachelor’s degree in Information Assurance, Computer Science, Information Systems or equivalent work experience. 

• 10+ years of practical experience in the field of IT, with 5+ years of experience in Service Management. 

• Experience establishing pragmatic customer service management frameworks in new environments. 

• Advanced knowledge of IT Service Management (ITSM) 

• Working knowledge of ITIL processes, particularly Request, Problem, Incident and Change Management, how they interrelate, and how they can be adopted successfully. 

• Excellent oral and written communication skills. Must be able to explain complex technical issues in a way that non-technical people can understand. Must be able to explain customer needs and priorities in a way that technical people can understand. 

• Experience with capturing and developing business requirements and translating into IT specifications. 

• Familiarity building out dashboards and/or metrics. 

 

Ideally, you’ll also have

 

• ITIL Foundation v3 or v4 certification or equivalent and additional Advanced ITIL certifications. 

• The ability to prioritize and succeed on multiple assignments simultaneously, in a fast-paced and highly challenging environment. 

• General knowledge of identity and access management concepts and services. 

 

What we look for

 

• The ability to work with a high degree of independence. 

• Able to build strong relationships with people at all levels of the organization. 

• Able to foster inclusiveness and participation from all team members. 

 

What we offer

 

EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across ten locations –  Argentina, China, Hungary, India, the Philippines, Poland, Sri Lanka, Mexico, Spain and the United Kingdom – and with teams from all EY service lines, geographies and sectors, playing a vital role in the delivery of the EY growth strategy. From accountants to coders to advisory consultants, we offer a wide variety of fulfilling career opportunities that span all business disciplines. In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. We’ll introduce you to an ever-expanding ecosystem of people, learning, skills and insights that will stay with you throughout your career.

 

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

 

About EY

EY | Building a better working world

 

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.

Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.

Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.

 

If you can demonstrate that you meet the criteria above, please contact us as soon as possible.

The exceptional EY experience. It’s yours to build.

 

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