IT Service Owner - ITSM

Ernst & Young Advisory Services Sdn Bhd; Wrocław; On-site; PLN 180,000 - 240,000; Full time

Job summary

EY GDS Poland is seeking a Directory Enablement Service Owner within Information Security. You will manage the ITSM lifecycle for Directory Services, partnering with Engineering, Operations and Architecture to keep Active Directory and Microsoft Entra ID running securely across the enterprise.

You will own governance, service definitions, KPI development, and continual service improvement. You will lead service introductions and readiness, coordinate with cross‑functional teams, and report on

Qualifications

• Degree in Computer Science or related discipline.
• 5–7 years working in IT within a global firm.
• Experience in project management, service introduction, and service readiness processes.
• Knowledge of Active Directory and Microsoft Entra ID.

Responsibilities

• Own the end-to-end ITSM governance of the Directory Services portfolio.
• Maintain the Service Definition, Service Catalogue entries and Service Offerings for Directory Services.
• Define and maintain service KPIs, operational measures and service health indicators.
• Govern the service throughout its lifecycle, ensuring service management processes remain effective and fit for purpose.
• Lead service introduction and operational readiness activities for new Directory Services capabilities.
• Coordinate operational acceptance activities, including documentation, knowledge transfer, monitoring, support processes and operational handover.
• Own the Continual Service Improvement (CSI) register for Directory Services.
• Lead periodic service maturity assessments and identify opportunities to improve service quality and effectiveness.

Skills

IAM Directory

ITIL knowledge

Stakeholder management

Executive reporting

Service governance

Education

Degree in Computer Science or related discipline

Tools

Active Directory

Entra ID

ITSM

Job description

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Let us introduce you the job offer by EY GDS Poland – a member of the global integrated service delivery center network by EY.

Today’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.

Within Information Security we blend risk strategy, digital identity, cyber defense, application security and technology solutions as we consider the entire security lifecycle. You will join a team of hardworking, security-focused individuals dedicated to supporting, protecting and enabling the business through innovative, secure solutions that provide speed to market and business value.

The opportunity

The Identity 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 part of the Identity and Access Management (IAM) organization, the Directory Enablement Service Owner will be responsible for managing the IT Service Management (ITSM) lifecycle of Directory Services supporting the firm’s global identity infrastructure.

The role partners closely with Engineering, Operations and Architecture teams to ensure services remain operationally effective, well governed and continuously improved while supporting strategic initiatives across Active Directory, Microsoft Entra ID, hybrid identity and future directory capabilities.

This position will contribute towards the execution of the IAM service management strategy through governance, service reviews, continual improvement, operational readiness, stakeholder engagement and service lifecycle management.

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 supports various functions, including analytics and reporting, service reviews, service improvements, service transition, introduction and readiness, and other activities for end-to-end ITSM of the Directory Enablement portfolio.

Your key responsibilities

Service Ownership & Governance:

• Own the end-to-end ITSM governance of the Directory Services portfolio.
• Maintain the Service Definition, Service Catalogue entries and Service Offerings for Directory Services.
• Ensure service documentation remains accurate, current and aligned with organizational standards.
• Define and maintain service KPIs, operational measures and service health indicators.
• Govern the service throughout its lifecycle, ensuring service management processes remain effective and fit for purpose.

Service Introduction & Operational Readiness:

• Lead service introduction and operational readiness activities for new Directory Services capabilities.
• Ensure new services and enhancements are transitioned into operational support through defined readiness criteria.
• Coordinate operational acceptance activities, including documentation, knowledge transfer, monitoring, support processes and operational handover.
• Partner with Architecture, Engineering and Operations teams to ensure service readiness before production deployment.
• Own the Continual Service Improvement (CSI) register for Directory Services.
• Facilitate service improvement initiatives based on operational performance, stakeholder feedback, audits, organizational standard updates, and lessons learned.
• Lead periodic service maturity assessments and identify opportunities to improve service quality and effectiveness.
• Lead periodic reviews of service documentation, support models, dependencies and governance artefacts.
• Ensure service management processes remain aligned with ITIL best practices
• Coordinate improvement activities across Architecture, Engineering, Operations and Service Management teams.

Service Performance & Reporting:

• Lead regular Service Reviews with stakeholders.
• Develop and maintain service reporting covering availability, performance, operational health and service maturity.
• Monitor service KPIs and identify trends requiring improvement.
• Prepare executive-level reporting highlighting service performance, risks and improvement opportunities.
• Track service improvement actions to completion.
• Support audit, compliance and governance activities relating to Directory Services.

Stakeholder Management:

• Act as the primary ITSM representative for Directory Services.
• Build strong relationships across Architecture, Engineering, Operations, Infrastructure, Cloud, Information Security, Enterprise Architecture, Risk and Audit teams.
• Facilitate communication between technical teams and business stakeholders regarding service performance, improvements and operational readiness.
• Promote awareness of Directory Services capabilities, governance processes and service standards.

Skills and attributes for success

• Conceptual knowledge of IAM Directory portfolio applications and technologies, as well as operating system platforms including Cloud technologies, to support proper recognition and potential impact of new product or service introductions
• Experience with developing management reporting and process improvement actions
• Analytical acumen and solution orientation to provide recommendations to teams and leaders in support of avoiding financial, operational, and security risks to EY and our customers
• Build and maintain strong relationships across all levels of a matrixed, geographically and culturally dispersed organization
• Effective communication and analysis skills to break down complex issues, formulate solutions, and influence partners at various levels of the organization, including senior management.
• Possess knowledge of the Information Technology Infrastructure Library (ITIL) to drive compliance in Incident, Problem, and Change processes and drive as necessary
• Possess knowledge of IT Service Management (ITSM)
• Good understanding of project management principles and practices
• Experience facilitating cross-functional governance and service reviews.
• Experience developing executive-level reporting and service metrics.

To qualify for the role you must have

• Degree in Computer Science or related discipline, or equivalent work experience
• 5 - 7 years working within Information Technology in a global firm
• Experience in project management, service introduction, and service readiness processes
• Knowledge of Microsoft Active Directory and Microsoft Entra ID.

Ideally, you’ll also have

• Understanding of Identity and Access Management concepts.
• Experience supporting enterprise infrastructure or platform services.
• ITIL v3 or v4 Foundation Certification
• Working knowledge of Six Sigma and Lean Principles.

What we look for

Seeking self-motivated, well-organized, and detail-oriented individuals who are interested to engage and progress within a strong and dynamic team environment. Ability to work in a fast paced, rapidly changing environment with superb communication and collaboration skills (excellent written, verbal, and listening skillsets) would be ideal.

A self-starter, independent-thinker, curious and creative person with ambition to learn and passion for delivering security solutions and services.

What we offer

EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across nine locations – Argentina, Hungary, India, the Philippines, Poland, Sri Lanka, Mexico, Spain and the United Kingdom - and with teams from all EY service lines, geographies and sectors, playing a vital role in the delivery of the EY growth strategy. From accountants to coders to advisory consultants, we offer a wide variety of fulfilling career opportunities that span all business disciplines. In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. We'll introduce you to an ever-expanding ecosystem of people, learning, skills and insights that will stay with you throughout your career.

• Continuous learning: You'll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We'll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We'll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture:You'll be embraced for who you are and empowered to use your voice to help others find theirs.

About EY

EY | Building a better working world

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.

Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.

Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.

In compliance with the requirements of the Whistleblower Protection Act, our company has established the Procedure for reporting breaches of law and undertaking appropriate follow-up actions. Any misconduct should be reported through the EY Ethics Hotline.

EY refers to the global organization, and may refer to one or more, of the member firms of Ernst & Young Global Limited, each of which is a separate legal entity. Ernst & Young Global Limited, a UK company limited by guarantee, does not provide services to clients.

The exceptional EY experience. It's yours to build.