Turnkey - Service Delivery Manager - Identity & Access Management

About You:

We are looking for an independent, pro-active, and ambitious individual who is committed to making a meaningful contribution to Turnkey.

You will lead the delivery of large IAM solutions. The role necessitates consulting on multiple projects, thus requiring a technically minded individual with sound commercial acumen.

Key Responsibilities:

- Manage resources, schedules, financials and adhere to stage gate quality and SDLC control guidelines throughout the full systems development life cycle.

- This also includes management of issues, risks and project change requests to ensure successful and on-time project delivery.

- Contribute to process improvement initiatives as it relates to improving project delivery.

- Communicating to clients and partners aspects of both the product and the implementation at the technical and/or functional level appropriate for the situation.

- Ensure that services are provided, implemented correctly and billed in a timely and accurate manner.

- Serve as point person for the client on Service Delivery issues / escalations and take accountability for remedying any service failures.

- Manage with a focus on profitability and productivity to ensure client satisfaction.

- Monitor accounts for change in solution/product usage, personnel, goals, mission, financial conditions, competitor involvement and other areas that could influence clients' ongoing use and/or satisfaction with products and services.

- Working with clients post implementation for user testing, debugging, support and maintenance.

- Managing project scope, schedule, status and documentation.

- Developing and delivering technical training designed to enable/educate customers.

We are looking ideally for someone with the following attributes :

- 8+ years' experience in running a managed service or support function

- Able to manage an ops team both onshore/offshore-currently 15+ people

- Familiar with IAM/PAM tools, such as SailPoint, CyberArk, Micro Focus

- Looking for someone to help grow the managed service provision in IAM, so plenty of room for progression - Provide a strategy and plan for how they would achieve this (Ideally as part of application or interview process)

- Must be able to create, policies, procedures, SOPs etc. to integrate service with the client

- Must have experience working with providing services to large global clients (FTSE 250 size)

- Will be required to manage SLA's, targets, response times, reporting, issues with multiple customers.

- Develop, Maintain & Execute a strategy and plan for growing the service

- Excellent communication and soft skills

- Project management/delivery experience (project planning, team management, stakeholder management, scope management, schedule management, quality assurance, etc)

- Detailed understanding of business processes and how they contribute to enterprise risk