Service Manager Directory/Authentication - Incident Management

We are seeking an experienced Service Manager to ensure efficient and effective Directory & Authentication Services delivery. This role involves working closely with Service Owners, Process Owners, external partners, and business stakeholders to provide a seamless and secure IT environment. The ideal candidate will be responsible for service optimization, incident management, performance monitoring, and compliance enforcement. Key Responsibilities : - Service Management & Delivery : Oversee day-to-day service delivery, ensuring availability, performance, scalability, and security. - Process Execution & Automation : Implement and optimize IT Service Management processes for seamless service operations. - Stakeholder Collaboration : Work closely with Business Engagement & Architecture Teams to align services with business needs. - Incident & Request Management : Ensure quick and effective incident resolution and service request execution. - Performance Monitoring & Reporting : Track service health, SLAs, OLAs, and KPIs, identifying potential issues before they impact operations. - Vendor & Contract Management : Oversee external partners, measure deliverables, and drive contractual improvements. - Security & Compliance : Implement policies related to Directory & Authentication, Identity & Access Management (IAM), and Privileged Access Management (PAM). - Documentation & Governance : Maintain service documentation, knowledge base articles, and operational handbooks. - Budget & Financial Control : Support cost management and ensure accurate reporting of expenses. - Technology & Process Improvement : Stay up to date with emerging technologies and IT service trends to drive service enhancements. - Collaboration & Escalation Management : Act as a Subject Matter Expert (SME) and escalate issues when necessary. Required Qualifications & Skills : - University degree in Computer Science, IT, or a related field. - 3-5 years of hands-on experience in IT Service Delivery within an international environment. - Strong knowledge of ITIL, IT Service Management, COBIT, and DevOps principles. - Expertise in Directory & Authentication Services, Identity & Access Management (IAM), Privileged Access Management (PAM). - Experience with Active Directory, Microsoft Entra, PKI, Radius, and Conditional Access. - Strong problem-solving, analytical, and organizational skills. - Experience in vendor management and contract oversight is preferred. - Excellent communication and stakeholder management skills. - Certification in ITIL v3/v4 is a plus. - Fluent in business English. - Ability to work in a global, virtual team environment and travel as required. Why Join Us ? - Be part of a global IT team driving transformation and innovation. - Work in a dynamic and collaborative environment with cutting-edge technologies. - Opportunities for career growth and professional development. - If you are a proactive and results-driven IT Service Manager looking to make an impact, we encourage you to apply (ref:hirist.tech)

Location: mumbai, IN

Posted Date: 4/13/2025