Global Lead - PSSI

IAM Global Lead – Process Support and Service Introduction

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

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 a member of the Identity and Access Management (IAM) team, lead a team of Service Management and Process professionals who 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!

The Global Lead Process Support and Service Introduction will oversee a team responsible for the development, implementation, and management of a comprehensive service management framework aimed at enhancing the delivery of IT services. This role will involve collaborating with service owners to define, document, and promote our services, ensuring that they provide significant value to our customers and the organization. This role leads various team members who deliver service ownership, data analytics and reporting, service reviews, service improvements, service transition, introduction and readiness, process creation and governance, and other activities for end-to-end Information Technology Service Management (ITSM) and Information Technology Infrastructure Library (ITIL) for the Identity and Access Management portfolio.

Your key responsibilities

• Oversee, develop, and manage a geographically dispersed team of IT service management and process professionals, fostering a culture of excellence and continuous improvement.
• Define IT Service Management processes to ensure the consistent delivery of services/products according to agreed targets.
• Create and implement a framework and processes for service relationship management and customer feedback mechanisms.
• Monitor and report on service and operational levels, and conduct regular customer and service provider reviews.
• Lead the development and implementation of enterprise service management best practices.
• Contribute to the creation of short-term and long-term strategic roadmaps for IT service management, ensuring alignment with the organization's mission, vision, and objectives.
• Translate business needs into service offering requirements.
• Position the IT organization to embrace and support emerging customer service-driven needs.
• Collaborate with IT teams to review existing processes, capture operational challenges, and develop business requirements for improvement.
• Measure and determine ways to improve customer satisfaction and engagement.
• Work with other IAM teams, Business Management, and Finance partners on the cataloguing and management of the assets used to deliver the IAM services
• Complete other activities as assigned.

Skills and attributes for success

• Strong interpersonal, communication, consultative, and people management skills.
• Ability to prioritize and manage multiple assignments simultaneously in a fast-paced, highly challenging environment.
• Ability to effectively work with customers and management personnel at all levels, across various business areas and cultures.
• Conceptual knowledge of Identity and Access Management 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
• Advanced oral and written English communication skills.

To qualify for the role you must have

• 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 at least 7+ years of experience in Service Management.
• Experience in leading a geographically dispersed team
• Experience establishing service management frameworks in new environments.
• Working knowledge of ITIL processes, particularly Request, Problem, Incident, and Change Management, and understanding how they interrelate and can be successfully adopted.
• Excellent oral and written communication skills, with the ability to explain complex technical issues to non-technical audiences and customer needs and priorities to technical audiences.
• Experience capturing and developing business requirements and translating them into IT specifications.
• Familiarity with building out dashboards and/or metrics in PowerBI.
• Working knowledge of automation tool such as Microsoft Automate and PowerApps.
• Experience in project management, service introduction, and service readiness processes

Ideally, you'll also have

• Understanding of Identity Management products and services 
• ITIL v3 or v4 Foundation Certification
• Knowledge of Agile or Scaled Agile Framework (SAFe) 

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

As part of this role, you will work in a highly coordinated, globally diverse team with the opportunity and tools to grow, develop and drive your career forward. Here, you can combine global opportunity with flexible working. The EY benefits package goes above and beyond too, focusing on your physical, emotional, financial and social well-being. Your recruiter can talk to you about the benefits available in your country. Here's a snapshot of what we offer:

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