IT Service Manager
7 days ago
**About ElementSkill**
We are seeking a highly skilled and experienced Service Manager to lead our Directory & Authentication Services team. The ideal candidate will have a strong background in IT service delivery, with expertise in Directory & Authentication Services, Identity & Access Management (IAM), and Privileged Access Management (PAM).
Job Description:
The Service Manager will be responsible for ensuring efficient and effective Directory & Authentication Services delivery. This includes working closely with Service Owners, Process Owners, external partners, and business stakeholders to provide a seamless and secure IT environment.
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.
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