Portfolio and Service Management Lead - Ey Global Delivery Services

EY; Buenos Aires; Presencial; ARS 115.886.000 - 159.345.000; Jornada completa

Descripción de la vacante

A global professional services firm in Buenos Aires seeks a Portfolio and Service Management Lead to drive IAM deliverables and enhance service management processes. Candidates should have over 10 years in IT, with a strong focus on service management. Responsibilities include managing IAM processes, conducting service reviews, and implementing best practices. This role offers an opportunity to work within a reputable firm, fostering career growth and collaboration with top industry talent.

Formación

• 10+ years of experience in IT, 5+ years in Service Management.
• Experience with customer service management frameworks.
• Advanced knowledge of IT Service Management (ITSM).
• Capable of explaining technical issues to non-technical audiences.

Responsabilidades

• Develop and manage IAM service management processes.
• Conduct service portfolio reviews and improve service plans.
• Define performance indicators for service effectiveness.
• Ensure services are delivered according to targets.

Conocimientos

Interpersonal skills

Communication skills

Consultative skills

People management

Prioritization

Ability to work in diverse cultures

Fluent in English

Educación

Bachelor’s degree in Information Assurance, Computer Science, Information Systems

Herramientas

ITIL

Descripción del empleo

Portfolio and Service Management Lead - Ey Global Delivery Services

EY

IAM Portfolio and Service Management LeadToday’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.The opportunityIdentity 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.We offer opportunities to develop new skills and progress your career receiving support, coaching and feedback from colleagues around the world. This role will give you an opportunity to work with some of the best talent in the industry!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.

Responsibilities

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

Skills and attributes for success

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

Qualifications

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

Preferred

• ITIL Foundation

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