Tower Lead - IAM Service Delivery

Job Summary

The Tower Lead for IAM Service Delivery plays a pivotal role in ensuring the effective delivery of Identity and Access Management services. This position is crucial for maintaining operational excellence, timely resolution of escalations, and fostering customer satisfaction. The Tower Lead will also be responsible for driving profit improvement initiatives and implementing organizational strategies to enhance service delivery.

Key Responsibilities

1. Ensure The Generation Of Tower-Level Ee And En Revenue Through Effective Management And Strategic Oversight Of Iam Service Delivery Initiatives.

2. Oversee Escalations And Crises, Ensuring All Tasks Are Resolved In Accordance With Agreed Sla Norms, Thereby Maintaining Operational Integrity And Customer Trust.

3. Validate Reports And Oversee Operational Hygiene By Implementing Best Practices In Iam Service Delivery, Ensuring Compliance With The Agreed Statement Of Work (Sow).

4. Promote Positive Customer Satisfaction By Developing And Implementing New Initiatives And Frameworks Aimed At Enhancing Service Quality And Responsiveness.

5. Drive The Implementation Of Profit Improvement Plans (Pip) By Leveraging Automation And Self-Driven Initiatives To Optimize Operational Efficiency And Service Delivery.

Skill Requirements

1. In-Depth Knowledge Of Iam Service Delivery Principles And Practices.

2. Strong Understanding Of Operational Management And Service Level Agreement (Sla) Compliance.

3. Excellent Analytical And Problem-Solving Skills With A Focus On Crisis Management And Resolution.

4. Proficiency In Developing Customer-Focused Initiatives And Frameworks.

5. Solid Experience In Driving Automation And Process Improvement Initiatives.

Other Requirements

1. Optional But Valuable: Certified Information Systems Security Professional (Cissp)

2. Optional But Valuable: Certified Identity And Access Manager (Ciam