Job Summary

Job Summary : Service Manager – Identity Governance and Administration (IGA) / Identity Provisioning Services Job Description : Job Purpose\\\\r\\\\nThe Service Manager is responsible for the ITIL-aligned service assurance and operational management of both legacy identity provisioning services and the newly onboarded IGA platform (Saviynt). The role ensures that services are delivered effectively through third-party suppliers in accordance with agreed SLAs, KPIs, and contractual obligations, while driving operational stability, service quality, and continuous improvement.\\\\r\\\\nThe position acts as the global escalation point for service-related issues and works closely with regional and site Digital Workplace Service Managers, security teams, technical teams, and business stakeholders to ensure seamless service delivery across the identity landscape.\\\\r\\\\nIn addition, the role requires active participation in major digital transformation and modernization initiatives as a contributor, with eventual responsibility for supporting the transition of new or modified services into production in a controlled and operationally ready manner.\\\\r\\\\nKey Responsibilities\\\\r\\\\n• Manage the end-to-end operation of legacy identity provisioning services and the Saviynt IGA platform.\\\\r\\\\n• Oversee supplier-delivered incident, change, service request, and problem management processes.\\\\r\\\\n• Ensure service performance is aligned with contractual SLAs, KPIs, and service expectations.\\\\r\\\\n• Act as the primary global escalation point of contact for issues related to supported services.\\\\r\\\\n• Manage and govern third-party suppliers, including service reviews, performance tracking, issue resolution, and continuous improvement.\\\\r\\\\n• Own and support service contract management activities to ensure alignment with operational delivery.\\\\r\\\\n• Collaborate with regional and site Digital Workplace Service Managers to coordinate service operations and escalations.\\\\r\\\\n• Work closely with security, technical, and business teams to support daily operations and service improvements.\\\\r\\\\n• Provide functional oversight of core IGA processes, including: \\\\r\\\\no Identity lifecycle management\\\\r\\\\no Joiner-Mover-Leaver (JML)\\\\r\\\\no Application onboarding\\\\r\\\\no Access governance\\\\r\\\\no Access recertification\\\\r\\\\no Audit and compliance support\\\\r\\\\n• Support services built on legacy homegrown custom applications, requiring awareness of software development and SDLC practices.\\\\r\\\\n• Participate in major digital transformation and modernization initiatives as a service management contributor.\\\\r\\\\n• Support the transition of new or modified services into production, ensuring operational readiness, supplier handover, support model alignment, and service acceptance.\\\\r\\\\n• Drive continuous service improvement initiatives to enhance operational effectiveness, user experience, and control maturity.\\\\r\\\\nKnowledge and Skills Required\\\\r\\\\n• Strong understanding of ITIL service management practices\\\\r\\\\n• Experience in supplier and managed service governance\\\\r\\\\n• Functional knowledge of IGA and identity governance processes\\\\r\\\\n• Familiarity with Saviynt or similar IGA platforms\\\\r\\\\n• Understanding of legacy custom applications and SDLC\\\\r\\\\n• Experience supporting service transition into production\\\\r\\\\n• Strong stakeholder management and escalation handling skills\\\\r\\\\n• Ability to work across technical, security, business, and service management teams\\\\r\\\\n• Strong focus on SLA delivery, service quality, and continuous improvement\\\\r\\\\

Key Responsibilities

Job Responsibilities : The Service Manager is responsible for the ITIL-aligned service assurance and operational management of both legacy identity provisioning services and the newly onboarded IGA platform (Saviynt). The role ensures that services are delivered effectively through third-party suppliers in accordance with agreed SLAs, KPIs, and contractual obligations, while driving operational stability, service quality, and continuous improvement. The position acts as the global escalation point for service-related issues and works closely with regional and site Digital Workplace Service Managers, security teams, technical teams, and business stakeholders to ensure seamless service delivery across the identity landscape. In addition, the role requires active participation in major digital transformation and modernization initiatives as a contributor, with eventual responsibility for supporting the transition of new or modified services into production in a controlled and operationally ready manner.

Skill Requirements

Skill Requirement : Deep understanding of IGA platform (Saviynt)

Other Requirements

Other Requirement : Key Responsibilities • Manage the end-to-end operation of legacy identity provisioning services and the Saviynt IGA platform. • Oversee supplier-delivered incident, change, service request, and problem management processes. • Ensure service performance is aligned with contractual SLAs, KPIs, and service expectations. • Act as the primary global escalation point of contact for issues related to supported services. • Manage and govern third-party suppliers, including service reviews, performance tracking, issue resolution, and continuous improvement. • Own and support service contract management activities to ensure alignment with operational delivery. • Collaborate with regional and site Digital Workplace Service Managers to coordinate service operations and escalations. • Work closely with security, technical, and business teams to support daily operations and service improvements. • Provide functional oversight of core IGA processes, including: o Identity lifecycle management o Joiner-Mover-Leaver (JML) o Application onboarding o Access governance o Access recertification o Audit and compliance support • Support services built on legacy homegrown custom applications, requiring awareness of software development and SDLC practices. • Participate in major digital transformation and modernization initiatives as a service management contributor. • Support the transition of new or modified services into production, ensuring operational readiness, supplier handover, support model alignment, and service acceptance. • Drive continuous service improvement initiatives to enhance operational effectiveness, user experience, and control maturity.