User Provisioning Manager
SNC-Lavalin
Bangalore
3d ago

Job Title : Service Delivery User Provisioning Manager

Group name : IT Services Service Delivery

Job classification : P3

Location : Flexible / global

Reports to : Service Delivery User Experience Manager

Background

SNC-Lavalin has recently defined the IT Services organisational strategy in support of which IT Services is transforming to revolutionise the way it provides services to the organisation, moving from a BAU focus to a business value-driven organisation.

  • Key concepts include moving to digital products; adopting agile across the organisation; leveraging the Cloud; standardising IT services across all our IT partners;
  • and a focus on support for bids and delivery.

    Job details

    Purpose of the team / role

    The User Provisioning Manager performs all line management duties for the User Provisioning team, which currently comprises almost 30 members and is spread across three locations the UK India and Canada - ensuring Service Level Targets are met and work is carried out within a QMS-aligned, robust and auditable framework.

    A key objective of the team is to automate where possible to support a drive towards providing the best customer experience - seamless, timely and productive.

    The User Provisioning team manages the lifecycle of many account types, and data and system access within the two domains of the SNC-Lavalin environment.

    This includes Group Finance, HR systems and other hosted systems globally. The role also assumes responsibility for actions arising from internal and external audits.

    The team collaborates closely with multiple IT Services support teams to provide a can do’ service to our business customers, supporting the SNC-Lavalin strategy.

    The User Provisioning Manager reports to the Service Delivery User Experience Manager and has line management responsibility for analysts based in the UK, India and Canada.

    Key deliverables / responsibilities

  • Manages the daily activities of the team and is responsible for their recruitment, training, objective-setting and Performance Development Reviews
  • Monitors, measures and maintains performance against SLAs and KPIs
  • Analyses current and future workload and works with the Automation team to align appropriate automation initiatives that will maximise time and effort savings for IT Services and the business
  • Ensures automation is maintained and updated as internal and external business factors acquisitions, business process changes, new security and audit requirements - change
  • Aims for 100% customer satisfaction and client-focused delivery
  • Ensures 100% adherence to Incident and Request best practice guidelines
  • Ensures the team processes and procedures are documented and up to date and recorded in the Quality Management System (QMS)
  • Ensures that work is carried out within a robust and auditable framework
  • Facilitates the efficient delivery of new services
  • Acts as a point of escalation as and when necessary
  • Drives continuous service improvement
  • Drives a performance culture throughout the team
  • Ensures support readiness prior to the release of new services with the support of Service Transition
  • Provides management information monthly, and when otherwise required
  • Provides resolution for more complex Incidents and Requests and ensures knowledge transfer
  • Responds to Incidents and Requests according to defined SLAs ensures 100% accuracy
  • Investigates misuse of IS systems when requested to do so by HR
  • Participates in, and assumes responsibility for, actions arising from audits
  • Ensures all processes and practices are aligned to, and allow the realisation of, the One Workspace Program (OWP) vision and strategy
  • Ensures international regions are aligned to the centralised model and adhere to standard practices and processes
  • Aspires to automate existing and proposed User Provisioning activities as appropriate
  • Ensures first line fixes are fed back and incorporated into the Knowledgebase
  • Continues to develop quality measures / metrics and ensures Continual Service Improvement (CSI) programmes are in place and maintained
  • Essential :

  • ITIL v4 Foundation and knowledge of ITIL Service Operation
  • At least three years’ experience of ITIL Service Management principles and processes
  • Strong understanding of ISO27001 and internal / external audits
  • Strong understanding of information management and assurance in general
  • Experience of working in a fast-moving and changing large enterprise IT environment
  • Experience of supervising teams and a proven understanding of the tools and techniques required to manage performance and drive improvement
  • Ability to conduct effective Performance Development Reviews and assist with development plans to progress individuals within the organisation
  • Proven ability to drive and deliver continual service improvement
  • Strong business focus and stakeholder engagement skills
  • Solid technical knowledge of enterprise IT environments
  • Experience of working to and developing Service Level Agreements
  • Experience of IS work management systems, ideally ServiceNow
  • Desirable :

  • ITIL v4 Service Operation
  • ISO27001 certified ISMS Lead auditor (CIS LA)
  • Certificate in Information Security Management Principles
  • Experience of User Provisioning automation techniques and solutions
  • Experience of working within a multi-cultural environment
  • Competencies specific to this role

  • An excellent understanding of how IT contributes to business delivery
  • Ability to interact successfully with all levels of customer and understand their requirements
  • Strong people and performance management skills
  • Ability to build and maintain efficient working relationships
  • Process orientated with a methodical and planned approach to achieving goals
  • Strong analytical skills
  • Erudite and flexible in approach
  • Confident and professional
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