EY IAM Portfolio Service Management Lead 

Poland, Lower Silesian Voivodeship 

79422215

IAM Portfolio and Service Management Lead

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.

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.

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.

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

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