Service Manager - Identity and Access Management

Application Start Date17 APR 2018
Applcation End Date31 MAY 2018
Functional AreaIT
Career LevelProfessionals
CompanyOutokumpu Stainless UAB

Outokumpu is the global leader in stainless steel. We aim to be the best value creator in stainless by 2020, through our competitive edge of customer orientation and efficiency. The foundation of our business is our ability to tailor stainless steel into any form and for almost any purpose. Stainless steel is sustainable, durable and designed to last forever. Our customers use it to create civilization’s basic structures and its most famous landmarks as well as products for households and various industries. Outokumpu employs 10,000 professionals in more than 30 countries, with headquarters in Helsinki, Finland and shares listed in Nasdaq Helsinki.

End User Services – Service Delivery is responsible for the delivery of services and support within Outokumpu that covering many areas, including Service desk, PC support, Skype, email, video conferencing and identity & access management.

We are currently looking for a Service Manager to manage the delivery of IT services relating to identity & access management as we adopt new ways of working and process within Outokumpu.

In this position you will be responsible for efficient and effective delivery of services in line with approved policies and specifications that ensure a person can carry out their duties. This position involves working closely with many stakeholders e.g. HR, IT Security, Business Managers, Service Managers, to collect and understand requirements, take a key role in solution creation and implementation, and ensure the IAM service are delivery is reliable.

You will ensure agreed processes and standards are implemented and followed, and take an active part in delivering service improvements to increase efficiency and customer satisfaction.

Outokumpu is at the early adoption stages of Identity & Access Management as a concept within the company and this position will offer a great opportunity for the right person to contribute to the on-going IT transformation in service delivery.

Duties and responsibilities

Lead efforts to improve Identity and Access Management awareness
Consults with HR, business managers, IT Service Managers, Architects and other stakeholders to determine, create, and manage, role-based access control and ensure the correct level of access to Outokumpu systems is granted to employees or authorized third parties
Ensure services delivered within the responsibility area meet or exceed expectations
Communicate and coordinate with stakeholders in all aspects of service development and delivery (Stakeholder examples include: - HR, Business Managers, Process Owners, Solution Owners, other Service Managers, Architects, IT Security etc)
Work with stakeholders to set service targets
Steer, manage and/or assist with creation or annual re-negotiation of SLAs
Steering and management of SLA/OLAs across the organisational structure as required
Creation, Renewal and Review of Internal / External service provider agreements
Steer, manage and assist with creation, and monitor SLA budgets
Follow-up financial results within responsibility area
Proactively review the use of IAM and propose improvements
Steer service development to match Outokumpu wants and needs
Steer and lead continual improvement activities
Overall change & release management within responsibility area
Manage review meetings and report target results to stakeholders
Set, cascade, measure and follow-up key Performance Indicators
Customer surveys as required
Security and Quality Assurance follow-up

Qualifications / Experience

Education: an academic degree or relevant qualifications required
Excellent knowledge in English, both spoken & written
4 years identity and access management experience
Relevant Service Management experience
Experience of presenting and negotiating with all levels within an organisation up to board level
Track record for Service Delivery excellence and in achieving the highest levels of customer satisfaction.
ITILv3 qualified – Minimum Foundation Level
Experience of service architecture, methods and processes.
Commercial, financial and risk management
Operational team management skills
Excellent interpersonal and Communication skills
Ability to work under varying degrees of pressure with a flexible approach
Self-Management, Motivated, Proactive and Flexible

For more information please contact: Neil Oliver, Head of End User Services
Mob: +44 7715541100

Please submit your application latest by 31st May 2018 through this link.