Description
Accountabilities
- Responsible to maintain the SLAs/KPIs agreed with Business
- Own and resolve the service issues, manage the escalations
- Define and implement continuous service improvements
- Knowledge in Access management is advantageous to ensure right decisions are made for the service
- Manage the service in contractual relationship with suppliers
- Assure supplier delivery against contractual agreements
- Managing stakeholder requirements and escalations
- Deliver through others (Shell and Suppliers) by influencing decisions and actions
- Establish, maintain, challenge and collaborate with Supplier to achieve a Win-Win relationship
- Drive the on-boarding of new applications/project activities on to EAM Operation services and stakeholder management both within Shell and with external suppliers
- Ensure that access operations are adhering to ITGC & IRM controls framework
- Timely manage High Risk Security & Compliance actions
Technical skill and experience
- Shell is transitioning User Access Management provisioning and control management to Shell Access Management (SAAS solution) and applications will be continued to be onboarded to the new solution and ways of working
- User access management is in process of being centralized in ETSOM which requires to work with other SOM and DV teams to transition applications
- Managing the business expectations, provide reliable, secure and consistent service for the users.
- Managing the supplier to ensure the delivery as per the business requirement, drive continuous improvement to increase the service satisfaction levels
- Ensure the services are as per the compliance framework
- 13+ years. of IT experience with 4 to 7 years in corporate IT with relevant experience supporting end-users
- Knowledge of User Management End-to-end Process, including Segregation of Duties, Charter of Authority
- Possesses broad knowledge of business and/or application security
- Understanding of Sox and One IT Controls framework (or comparable IT Controls for an organization)
- Has proven leadership and management skills having had management experience of operational support and analyst teams. This must include managing cross cultural professional teams that are geographically dispersed.
- Excellent written and verbal communication skills, interpersonal and collaborative skills, and proven ability to present technology related concepts to technical and nontechnical audiences.
- Proven track record of business value delivery and commercial mindset
- Strong stakeholder engagement across all organization levels.
- Strong problem analysis and troubleshooting skills and ability to work collaboratively with suppliers, vendors, and other support staff.
- Strong time management skills, ability to multitask to manage conflicting requirements.
- Ability to work through ambiguity and under pressure. Deliver solutions fast, but to quality and in a compliant way.
- Experience working with ITIL processes and User Access Management services/products.
- Ability to work with teams from diverse cultures and in different time zones in a global, virtual environment.
- Attention to detail, with critical mind set to ensure services are run effectively and in compliance with controls and SLA, ensuring mitigation of risks and impact on business activities.
- Knowledge and experience in ensuring transition to support of releases and service enhancements.
Michael Bailey International is acting as an Employment Business in relation to this vacancy.