Job Overview

Assistant Manager – IDAM Service Operations

The role is responsible for:

• Manage the service operations for all IDAM (Identity, Directory and Access) technologies globally.
• Effectively drive service improvement conversations within IDAM team and externally demonstrating a good understanding on Microsoft Identity Management, Access Management (Saviynt), Microsoft Multifactor Authentication, Azure tenant management, Active Directory Federation Services (ADFS), User Access management (Citrix and Zscaler).
• Drive and manage service operations KPIs, executive dashboards, incident, and problem management towards meeting the better user experience.
• Drive continuous service improvement plans across vendor partners.
• Set-up effective change and release process with service owners across Identity, Directory and Access.

Key accountabilities:

• Drive monthly service operation reviews with IDAM LT team.
• Maintain the Service Catalogue, Service Models, CMDB, operations KPIs etc
• Set-up effective weekly connects with Security team to ensure IDAM services are compliant as per the defined information security standards.
• Manage, ensure relevant operational KPIs are met and reported at leadership level.
• Manage the disaster recovery (DRs) test plans and execution with the Vendor partners and IDAM project leads.
• Communication of service impacting changes to the relevant stakeholders in collaboration with IT Shared services.
• Drive Service Introduction plans for new IDAM services.
• Work with service providers & vendor partners to improve performance and system stability, driving Continuous Service Improvement Plan across Identity, Directory and Access.
• Drive incident, problem closure, RCAs in collaboration across other relevant service lines, Vendor partners.
• Ensure all documentation that is required for managing the Service, platform is available and up-to-date
• Drive a positive Customer Satisfaction/ experience.
• Review any areas that can be improved to increase efficiency and effectiveness of the Service/ process/ technology.
• Lead the regular service reviews with Vendor partners and actions therefrom, driving the improvements.
• Demonstrate strong operational and technical skills across technologies (indicated above) to broker meaningful conversations, actions with agility on overall IDAM service line.
• Closely work with Operational Excellence and Service Desk teams to review any process gaps, SLA KPIs and drive continuous improvement plan.

Experience  and qualifications required:

• At least 8 years’ service operations experience in relevant field.
• Sound technical knowledge of relevant areas of IDAM technologies (indicated above), services.
• Exudes technical credibility and exercises independent judgment and decision-making responsibilities.
• Excellent overall knowledge of wide areas of IT practice and applications, ITIL processes.
• Excellent business awareness, understanding the broader context in which IT delivery has an impact on overall business performance.
• Able to make an immediate positive impact with the team, suppliers, and Service consumers.

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