73 Elements Jobs
Service Manager Directory/Authentication - Incident Management (3-15 yrs)
Elements
posted 4d ago
Flexible timing
Key skills for the job
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!
Functional Areas: Other
Read full job description3-15 Yrs