Job Description & Summary

Preferred Qualifications: Minimum 7-10 year(s) of progressive professional roles involving information 
security and/or IT management with strong project management and customer service experience. 
Excellent communication, written and presentation skills. Attention to detail, organized, and can work 
independently and collaboratively. 

Degree Preferred: Bachelor's degree or higher

Required Skills:

Understanding of Identity management technologies and protocols, including PKI and encryption methodologies.Basic understanding of cybersecurity concepts, data protection, privacy policies, and crossborder data regulations.Technical Project Management Experience Problem Management ExperienceAnalytical Service Now Tool (manage and track customer requests)Google and MS SuiteAzure DevOps (manage and track customer requests)Customer ServiceExcellent Communication, Written Skills, and Presentation SkillsManagement of Customer RequestsCan work independently and with minimal supervisionCollaborate well with othersOrganization and PrioritizationAttention to DetailsProblem SolverGood to Have:Familiarity with advanced encryption techniques and digital certificate management.Knowledge of identity frameworks, industry best practices, and regulatory compliance.Cybersecurity certifications.

Service Manager Responsibilities:

Serve as the Service Management Representative for the Enterprise Identity team services partnering closely with the team leads from each serviceManage and track all requests for the Enterprise Identity team services in ServiceNow and Azure DevOps adhering to the process and timelineBuild relationships with global customers to understand their needs and expectationsOwn and drive customer demands, expectations and communicationSchedule and host meetings with global customers to share status, objectives and to seek feedback on service performance and capabilitiesCreate weekly communications for the Enterprise Identity team services to share upcoming technical changes with release notes, ex. upgrades, process change, etc. with customersResolve complex problems by continuously applying significant independent judgment and by collaborating with others including engineering teams, architecture teams, network teams, digital teams, business teams, etc.Maintain vendor relationships, ensuring value, performance and quality metrics are deliveredBudget and metrics management for the Enterprise Identity team services

Deputy Responsibilities:

Support the regional leader in managing, maintaining, securing, and supporting Identity services across member firms.Handle PKI/certificate management duties, addressing escalations and service disruptions to ensure seamless operations.Represent PKI services during PI planning meetings to align with strategic goals.Develop and manage the Identity pillar training curriculum.Foster continuous improvement by identifying and implementing process enhancements for services.Engage with territory stakeholders to align with their long-term goals and requirements.Collaborate with vendors to ensure value delivery, technology performance, and metrics are met.Tackle additional projects or responsibilities as directed by the leadership, focusing on enhancing PKI, Identity services or regional priorities.Coordinate with cross-functional teams to execute initiatives tailored to regional needs and strategic objectives.Monitor and report on regional performance metrics to provide leadership with insightful strategic decision-making data