Service Delivery Manager

2 weeks ago

Penang, Malaysia Ambu AS Full time

Service Delivery Manager (Identity Access Management)

Location: Penang, Malaysia

Business Area: IT

Department: Global IT

Employment Type: Full-time

Ambu Global Hub is establishing a new IT Global Services team in Malaysia. We are looking for a Service Delivery Manager that will be based on-site in our Penang office responsible for identity access management, accountable for the delivery of a service and acts as the key customer contact for all service related queries and issues globally.

Areas of responsibility:

  • Accountable for and acts as lead for the service and understands the complete service tree.
  • Create and maintain service descriptions including standard service requests, roadmaps, processes and provide input to overall infrastructure roadmap and strategy, overall health of the service including monitoring, compliance, availability & capacity.
  • Ensure yearly service review meetings with stakeholders & license management for own services.
  • Ensures that any changes to the service are prioritized and follows the current change management process.
  • Operational vendor management.
  • Participates in negotiating Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) for the service, represents the service across the organization, and drives & participates in meetings related to the service.
  • Sets the strategic direction of the service and proactively ensures service improvements.
  • Work in close collaboration with other SDMs and architects.
  • Plan and deliver a formal Identity and Access Management program by defining a robust and scalable strategy that will enhance and centralize the IAM function at Ambu. Lead the overall IAM transformation at Ambu, including replacing and enhancing Identity Governance and Administration, Access Management, Privileged Access Management, and Authentication technologies.
  • Provide IAM technical expertise, establish and document policies, procedures and controls related to account management and access control. Drive the IAM strategy for all types of identities including on-premises, OT, private and public cloud solutions.
  • Apply IAM best practices to identify opportunities for improvements while articulating solution and value proposition to key stakeholders. Collaborate with stakeholders to understand requirements, processes and other considerations that impact the enterprise IAM initiatives.
  • Maintain oversight and take responsibility for the design, implementation, testing and operational maintenance of IAM solutions at Ambu.
  • Maintain comprehensive knowledge of the IAM operating environment within IT Infrastructure to support the IAM solutions and to ensure proper recognition of the value IAM has to the business.
  • Understand and architect how identities underpin system access and define a framework best aligned with Ambu's needs.
  • Provide on-call support during off office hours when required.

Suggested candidate profile:

  • Minimum Bachelor's Degree in Computer Science, Information Systems, Engineering, Software Engineering or a related field & discipline.
  • Minimum 5 to 7 years of experience in technology related areas, with specific proficiency in IAM-related protocols and standards (e.g., SAML, OAuth, OpenID Connect).
  • Strong knowledge of IAM principles, standards, and frameworks (e.g., ISO/IEC 27001, NIST Cybersecurity Framework).
  • Familiarity with IAM technologies, such as identity governance and administration (IGA), single sign-on (SSO), and multi-factor authentication (MFA).
  • Experience with IAM solutions from major vendors (e.g., Oracle, Microsoft, SailPoint, Okta).
  • Has fully implemented end-to-end projects in a technical role in IAM area.
  • The SDM needs a detailed understanding of the end-to-end service and all the components that make up the service.

Other general capabilities that we are looking for:

  • Strong oral and written communication skills in English.
  • Planning / Coordinating abilities.
  • Risk management abilities.
  • Proactive and problem-solving mindset.
  • Flexibility.
  • Energy and drive.
  • Experience and understanding of business requirements and the process of translating them into well-engineered and integrated technical solutions.
  • Experience working with an outsourcing provider that is operating our environment.
  • Technical knowledge in Active Directory and Microsoft EntraID.
  • Experience with automation of workflows.
  • Experience working with ServiceNow.
  • Team player.
  • Cross-culture communication: Collaboration with colleagues from diverse cultural backgrounds, ensuring effective communication and understanding.
About Ambu

Ambu has been bringing the solutions of the future to life since 1937. Today, millions of patients and healthcare professionals worldwide depend on the efficiency, safety and performance of our single-use endoscopy, anaesthesia, and patient monitoring solutions. We continuously look to the future with a commitment to deliver innovative quality products that have a positive impact on patient care and the work of healthcare professionals. Headquartered near Copenhagen in Denmark, Ambu employs approximately 4,500 people in Europe, North America and the Asia Pacific.

For more information, please visit ambu.com or follow us on LinkedIn.

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