Service Manager Directory/Authentication - Incident Management (3-15 yrs)

We are seeking an experienced Service Manager to ensure efficient and effective Directory & Authentication Services delivery. This role involves working closely with Service Owners, Process Owners, external partners, and business stakeholders to provide a seamless and secure IT environment. The ideal candidate will be responsible for service optimization, incident management, performance monitoring, and compliance enforcement.

Key Responsibilities :

- Service Management & Delivery : Oversee day-to-day service delivery, ensuring availability, performance, scalability, and security.

- Process Execution & Automation : Implement and optimize IT Service Management processes for seamless service operations.

- Stakeholder Collaboration : Work closely with Business Engagement & Architecture Teams to align services with business needs.

- Incident & Request Management : Ensure quick and effective incident resolution and service request execution.

- Performance Monitoring & Reporting : Track service health, SLAs, OLAs, and KPIs, identifying potential issues before they impact operations.

- Vendor & Contract Management : Oversee external partners, measure deliverables, and drive contractual improvements.

- Security & Compliance : Implement policies related to Directory & Authentication, Identity & Access Management (IAM), and Privileged Access Management (PAM).

- Documentation & Governance : Maintain service documentation, knowledge base articles, and operational handbooks.

- Budget & Financial Control : Support cost management and ensure accurate reporting of expenses.

- Technology & Process Improvement : Stay up to date with emerging technologies and IT service trends to drive service enhancements.

- Collaboration & Escalation Management : Act as a Subject Matter Expert (SME) and escalate issues when necessary.

Required Qualifications & Skills :

- University degree in Computer Science, IT, or a related field.

- 3-5 years of hands-on experience in IT Service Delivery within an international environment.

- Strong knowledge of ITIL, IT Service Management, COBIT, and DevOps principles.

- Expertise in Directory & Authentication Services, Identity & Access Management (IAM), Privileged Access Management (PAM).

- Experience with Active Directory, Microsoft Entra, PKI, Radius, and Conditional Access.

- Strong problem-solving, analytical, and organizational skills.

- Experience in vendor management and contract oversight is preferred.

- Excellent communication and stakeholder management skills.

- Certification in ITIL v3/v4 is a plus.

- Fluent in business English.

- Ability to work in a global, virtual team environment and travel as required.

Why Join Us ?

- Be part of a global IT team driving transformation and innovation.

- Work in a dynamic and collaborative environment with cutting-edge technologies.

- Opportunities for career growth and professional development.

- If you are a proactive and results-driven IT Service Manager looking to make an impact, we encourage you to apply!