Portfolio and Service Management Lead - EY Global Delivery Services

IAM Portfolio and Service Management Lead

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.

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

1. Ensures the Service Portfolio Management process is fit for Purpose.
2. Oversee, develop and manage IAM service management processes to ensure that all services/products are delivered according to agreed upon targets.
3. Assists in the definition of services and its offering(s).
4. Assists in the determination of key performance indicators for strategic, financial and relationship measurements.
5. Conducts service portfolio reviews.
6. Makes recommendations for service improvement plans.
7. Develop and implement framework and process for service relationship management and customer feedback mechanisms.
8. Monitor and report on service/operational levels and perform regular customer/service provider reviews.
9. Lead, develop, and implement enterprise service management best practices.
10. 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.
11. Translate business needs to service offering requirements.
12. Position the IAM organization to embrace and support emerging customer service driven needs.
13. Collaborate with IAM teams to review existing processes, capture operational challenges, and develop business requirements for improvement.
14. Measure and determine ways to improve customer satisfaction and engagement.
15. Ensures the Service Catalogue is presented in business language that customers can understand.

Skills and attributes for success

1. Strong interpersonal, communication, consultative, and people management skills.
2. Ability to prioritize and succeed on multiple assignments simultaneously, in a fast-paced and highly challenging environment.
3. Ability to effectively work with customers and management personnel on all levels, business areas and across cultures.
4. Fluent in spoken and written English.

To qualify for the role you must have

1. Bachelor’s degree in Information Assurance, Computer Science, Information Systems or equivalent work experience.
2. 10+ years of practical experience in the field of IT, with 5+ years of experience in Service Management.
3. Experience establishing pragmatic customer service management frameworks in new environments.
4. Advanced knowledge of IT Service Management (ITSM).
5. Working knowledge of ITIL processes, particularly Request, Problem, Incident and Change Management, how they interrelate, and how they can be adopted successfully.
6. 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.
7. Experience with capturing and developing business requirements and translating into IT specifications.
8. Familiarity building out dashboards and/or metrics.

Ideally, you’ll also have

1. ITIL Foundation v3 or v4 certification or equivalent and additional Advanced ITIL certifications.
2. The ability to prioritize and succeed on multiple assignments simultaneously, in a fast-paced and highly challenging environment.
3. General knowledge of identity and access management concepts and services.

What we look for

1. The ability to work with a high degree of independence.
2. Able to build strong relationships with people at all levels of the organization.
3. Able to foster inclusiveness and participation from all team members.

What we offer

As part of this role, you will work in a highly coordinated, globally diverse team with the opportunity and tools to grow, develop and drive your career forward. Here, you can combine global opportunity with flexible working. The EY benefits package goes above and beyond too, focusing on your physical, emotional, financial and social well-being. Your recruiter can talk to you about the benefits available in your country. Here’s a snapshot of what we offer:

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

We ensure that individuals with disabilities are provided reasonable accommodations to participate in the job application or interview process, to perform essential job functions and to receive other benefits and privileges of employment. Please contact us to request accommodations.

EY is committed to being an inclusive employer, and we are happy to consider flexible working arrangements. We strive to achieve the right balance for our people, enabling us to deliver excellent client service whilst allowing you to build your career without sacrificing your personal priorities. While our client-facing professionals can be required to travel regularly, and at times be based at client sites, our flexible working arrangements can help you to achieve a lifestyle balance.

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

Join us in building a better working world.

Apply now.