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Job Description
What is the opportunity?
As part of the Identity & Access Management team within the broader Global Cyber Security (GCS), a Senior Manager oversees the activities of a team within the IAM unit, enabling the team to meet objectives, implement changes to processes, tools, and methods that result in increased operational efficiency, agility and potential cost reductions within GCS. The role requires the management of the team within the IAM unit with goal of being recognized as a "best in class" service provider and partner of choice for all stakeholder groups.
What will you do?
- Lead and contribute on ongoing activities/initiatives to achieve effective operations, productivity and optimal business performance. Manage and deliver on special projects related to strategy, continual service improvement, relationship management, metrics, process documentation and tools.
- Lead and manage the team, ensure employees are motivated to process requests submitted through our ticketing platform and make decisions in the best interests of clients.
- Oversees daily operational performance and resource alignment to meet established operational SLAs towards our business units.
- Interacts with senior management on the full range of matters related to team responsibilities.
- Accountable for efficient day to day operation and for effective communication and coordination of changes
- Accepts and successfully executes change while supporting employees through the process, keeping them focused on business priorities.
- Participate in meetings with support partners for changes to process and procedures and manage the knowledge base accordingly.
- Identify trends and assess gaps in provisioning and incident queues to reduce repetitive negative occurrences and implement opportunities to streamline existing processes to consistently drive operational efficiencies.
- Work in a diverse environment leveraging other team members' experience and knowledge.
What do you need to succeed?
Must Have:
- 3 to 5 years of experience working in IT support and/or Service Desk support role
- Data trending and analysis methods
- ITIL v3: Foundations, Operational Support & Analysis
- Strong technical writing aptitude, written and verbal communications skills, with the ability to knowledge transfer your expertise in order to develop staff
- Strong ability to manage client and stakeholder relations with a strong sense of urgency and ability to shift tasks in high pressure environment
- Strong knowledge in Identity & Access Management controls and policies
- Skilled in collaboration, troubleshooting and gap analysis
- Bachelor's degree in computer sciences and/or IT related disciplines and Certifications in information security preferred.
What's in it for you?
We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.
- A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable.
- Leaders who support your development through coaching and managing opportunities
- Ability to make a difference and lasting impact
- Work in a dynamic, collaborative, progressive, and high-performing team
- A world-class training program in financial services
- Flexible work/life balance options
- Opportunities to work with the best in the field
#LI-POST
#LI-Hybrid
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Job Skills
Business Performance Management, Decision Making, Enterprise Application Delivery, Group Problem Solving, Information Technology (IT) Infrastructure, Interpersonal Relationships, IT Service Management (ITSM), IT Systems Management, Long Term Planning, Time ManagementAdditional Job Details
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