Jml & Iam Solution Manager

4 weeks ago

Kuala Lumpur, Malaysia British American Tobacco Full time

**BAT is evolving at pace - truly like no other organisation.**

**To achieve the ambition, we have set for ourselves, we are looking for colleagues who are ready to live our ethos every day. Come be a part of this journey**

**JOB TITLE**:
JML & IAM Solution Manager

**REPORTS TO**:
JML Service Manager

**FUNCTION**:
IT

**CAREER FAMILY**:
Service Management

**LOCATION**:
Selangor, Malaysia

**PURPOSE STATEMENT**:
**DIMENSIONS**:
**Strategic Scope**

Process execution

**Reporting Level**

N/A

**Geographic Scope
**Global

**Complexity
Operational expertise includes but not limited to:

- Stakeholder management
- Vendor and MSSP management
- Operational cadence and governance
- Escalation management
- Continuous Improvement

Technical expertise across a range of Identity and Access Management (IAM) integrated solutions including (but not limited to):

- Active Directory services
- Microsoft Identity Manager (MIM)
- Azure Active Directory (AAD)
- Integration of HR systems
- Single Sign-On (SSO)

**OVERALL ACCOUNTABILITIES**
- Administer, operate, manage, execute and govern the JML process and tools in a global environment.
- Responsible for incident, problem and change management for supported platforms
- Single point of contact (SPOC) and Ambassador for IT JML/IAM Service, process and governance.
- ‘Front Office’ facing and customer focused. Manage issues and problems escalations.
- Working closely with HR and GBS HR to help define the JML service model and support the necessary governance for JML, aligned with agreed global, standardised IT Service Management processes.
- Ensure achievement of KPIs and SLAs through the necessary vendors and internal parties. Ensure the necessary service reporting and participate in internal / external service review meetings.
- Ensure the appropriate quality control processes (e.g. SOx, BCT, internal and external audits) are in place and adhered to. Implement appropriate risk management processes and take appropriate and timely actions.
- Relationship management of outsourced provider, ensuring delivery of service capabilities and service standards according to agreed contractual SLA.
- As part of Continuous Service Improvement, recommend and implement innovative actions in striving for a simple and agile solution and service line.
- Performs a range of technical or professional work activities in order to:

- Understand overall business process, system capability and configuration
- Support technical escalations from service operations
- Provide Quality Assurance of changes to system
- Review and assess technical aspects of changes (working with suppliers as required)
- Own technical knowledge and documentation assets across the IAM solutions
- Participate in change management governance boards for Global Service Operations area as required
- Implement evergreen & patch management activities across the IAM service portfolio
- Support security and compliance policies and administration
- Ensure compliance to Target Operating Model and SOx for change control

**CORE RELATIONSHIPS**
- Must be credible up to and including End User Services leadership team
- Enterprise Architecture / Solution Architecture - ensuring any defined solutions align with the Architecture strategy and standards
- IT Security / CISO - ensuring compliance to technical security standards and policies
- Service Management & Operations - supporting operational escalations on technical issues
- Global service lines - ensuring integrated capabilities to authorisation and SSO
- Technical Authority - ensuring integrated design and architecture to support key product solutions
- 3rd Party Vendors -supplier relationships focussed on operational / project activities.

**ESSENTIAL EXPERIENCE**
- Degree Educated with 6-8 years of technical background and experience in related solutions working in a complex IT Services environment and /or business facing IT role.
- Knowledge and experience in Identity and Access Management environment.
- Resourceful and able to work independently.
- Experience of working collaboratively with technical teams to deliver effective outcomes.
- Service orientation and understanding of issues relating to customer satisfaction
- Good communication and engagement skills. Ability to articulate clearly and concisely (both written and verbal, presentation and interpersonal skills) required
- Process-oriented. Hands-on and willing to look at details. High level of attention to details and accuracy.
- Breadth of knowledge of best practice IT Service Management best practice (ITIL).
- Technical background and experience in related solutions, with 6-8 years post graduate work experience in a complex IT Services environment
- Good technical depth and understanding across solutions below:

- Active Directory services
- Microsoft Identity Manager (MIM)
- Azure Active Directory (AAD)
- Integration of Success Factors to MIM
- Single Sign-On (SSO)
- Identity and Access Management (IAM)
- Experie

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