IAM Global Lead - Process Support and Service Introduction

IAM Global Lead Process Support and Service Introduction

Location: Wrocaw Warszawa
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.

Todays 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 securityfocused 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 400000 individuals across 140 countries to access systems and information securely. As a member of the Identity and Access Management (IAM) team lead a team of Service Management and Process professionals who contribute towards the 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!

The Global Lead Process Support and Service Introduction will oversee a team responsible for the development implementation and management of a comprehensive service management framework aimed at enhancing the delivery of IT services. This role will involve collaborating with service owners to define document and promote our services ensuring that they provide significant value to our customers and the organization. This role leads various team members who deliver service ownership data analytics and reporting service reviews service improvements service transition introduction and readiness process creation and governance and other activities for endtoend Information Technology Service Management (ITSM) and Information Technology Infrastructure Library (ITIL) for the Identity and Access Management portfolio.

Your key responsibilities

• Oversee develop and manage a geographically dispersed team of IT service management and process professionals fostering a culture of excellence and continuous improvement.

• Define IT Service Management processes to ensure the consistent delivery of services/products according to agreed targets.

• Create and implement a framework and processes for service relationship management and customer feedback mechanisms.

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

• Lead the development and implementation of enterprise service management best practices.

• Contribute to the creation of shortterm and longterm strategic roadmaps for IT service management ensuring alignment with the organizations mission vision and objectives.

• Translate business needs into service offering requirements.

• Position the IT organization to embrace and support emerging customer servicedriven needs.

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

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

• Work with other IAM teams Business Management and Finance partners on the cataloguing and management of the assets used to deliver the IAM services

• Complete other activities as assigned.

Skills and attributes for success

• Strong interpersonal communication consultative and people management skills.

• Ability to prioritize and manage multiple assignments simultaneously in a fastpaced highly challenging environment.

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

• Conceptual knowledge of Identity and Access Management portfolio applications and technologies as well as operating system platforms including Cloud technologies to support proper recognition and potential impact of new product or service introductions

• Experience with developing management reporting and process improvement actions

• Analytical acumen and solution orientation to provide recommendations to teams and leaders in support of avoiding financial operational and security risks to EY and our customers

• Build and maintain strong relationships across all levels of a matrixed geographically and culturally dispersed organization

• Effective communication and analysis skills to break down complex issues formulate solutions and influence partners at various levels of the organization including senior management.

• Possess knowledge of the Information Technology Infrastructure Library (ITIL) to drive compliance in Incident Problem and Change processes and drive as necessary

• Possess knowledge of IT Service Management (ITSM)

• Good understanding of project management principles and practices

• Advanced oral and written English communication skills.

To qualify for the role you must have

• Bachelors degree in Information Assurance Computer Science Information Systems or equivalent work experience.

• 10 years of practical experience in the field of IT with at least 7 years of experience in Service Management.

• Experience in leading a geographically dispersed team

• Experience establishing service management frameworks in new environments.

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

• Excellent oral and written communication skills with the ability to explain complex technical issues to nontechnical audiences and customer needs and priorities to technical audiences.

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

• Familiarity with building out dashboards and/or metrics in PowerBI.

• Working knowledge of automation tool such as Microsoft Automate and PowerApps.

• Experience in project management service introduction and service readiness processes

Ideally youll also have

• Understanding of Identity Management products and services

• ITIL v3 or v4 Foundation Certification

• Knowledge of Agile or Scaled Agile Framework (SAFe)

What we look for

Seeking selfmotivated wellorganized and detailoriented individuals who are interested to engage and progress within a strong and dynamic team environment. Ability to work in a fast paced rapidly changing environment with superb communication and collaboration skills (excellent written verbal and listening skillsets) would be ideal.

A selfstarter independentthinker curious and creative person with ambition to learn and passion for delivering security solutions and services

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 wellknown brands from across the globe. Well introduce you to an everexpanding ecosystem of people learning skills and insights that will stay with you throughout your career.

• Continuous learning:Youll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you:Well provide the tools and flexibility so you can make a meaningful impact your way.
• Transformative leadership:Well give you the insights coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture:Youll 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 longterm 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. Its yours to build.

In compliance with the requirements of the Whistleblower Protection Act our company has established the Procedure for reporting breaches of law and undertaking appropriate followup actions. Any misconduct should be reported through the EY Ethics Hotline.