Service Delivery Manager(IAM &AD)

About Persistent

We are a trusted Digital Engineering and Enterprise Modernization partner, combining deep technical expertise and industry experience to help our clients anticipate what’s next. Our offerings and proven solutions create a unique competitive advantage for our clients by giving them the power to see beyond and rise above. We work with many industry-leading organizations across the world, including 14 of the 30 most innovative US companies, 80% of the largest banks in the US and India, and numerous innovators across the healthcare ecosystem.

Our disruptor’s mindset, commitment to client success, and agility to thrive in the dynamic environment have enabled us to sustain our growth momentum by reporting $300.6M revenue in Q3FY24, delivering 13.7% Y-o-Y growth. Our 23,000+ global team members, located in 21 countries, have been instrumental in helping the market leaders transform their industries. We’re also pleased to share that Persistent has been recognized as the “Most Promising Company” of the Year at the 2023 CNBC-TV18 India Business Leader Awards and named a Leader in Everest Group’s Talent Readiness for Next-Generation IT Services PEAK Matrix® 2023. We also won four 2023 ISG Star of Excellence™ Awards, reflecting the highest standard of customer service excellence. Throughout this market-leading growth, we’ve maintained strong employee satisfaction - over 94% of our employees approve of the CEO, and 89% would recommend working at Persistent to a friend.

About Position and details:

• Role**: Service Delivery Manager**
• Location: Should be in UK
• Remote
• Job Type: Permanent role
• Key skills: *IAM and *AD spaceJD:Service Delivery Manager - IAM & ADWe are looking for 10+ year experience can be based in UKResponsibilities:

• Service Ownership: Take end-to-end ownership of the delivery of IAM and AD services, ensuring adherence to SLAs, KPIs, and client expectations.
• Client Relationship Management: Build and maintain strong, trusted relationships with key client stakeholders, acting as their advocate and primary point of contact for service-related matters.
• Service Performance Management: Monitor, analyze, and report on service performance metrics, identifying areas for improvement and implementing proactive measures to enhance service quality and efficiency.
• Incident and Problem Management: Oversee the resolution of service-related incidents and problems, ensuring timely communication, effective root cause analysis, and implementation of preventative actions.
• Change Management: Manage and coordinate service-related changes, ensuring minimal disruption to client operations and adherence to change management processes.
• Service Improvement Planning: Develop and implement service improvement plans based on performance data, client feedback, and industry best practices.
• Service Level Agreement (SLA) Management: Ensure adherence to agreed-upon SLAs and proactively manage any potential SLA breaches.
• Capacity Planning: Collaborate with technical teams to ensure adequate capacity planning for IAM and AD infrastructure to meet current and future client needs.
• Documentation and Reporting: Maintain comprehensive service documentation, including service catalogs, processes, and reports. Provide regular and accurate service performance reports to clients and internal stakeholders.
• Team Collaboration: Work closely with internal technical teams (IAM engineers, AD administrators, security teams), sales, and account management to ensure seamless service delivery and client satisfaction.
• Risk Management: Identify and mitigate potential risks that could impact service delivery.
• Financial Management: Assist in managing the budget related to service delivery, ensuring cost-effectiveness.
• Stay Updated: Keep abreast of the latest trends and technologies in IAM and AD.

Required Skills and Experience:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Proven experience in a Service Delivery Management role, specifically managing IAM and/or AD services.
• Strong technical understanding of core IAM concepts and technologies.
• In-depth knowledge of Active Directory architecture, administration, security best practices, and related services
• Excellent communication (written and verbal), interpersonal, and presentation skills.
• Strong problem-solving and analytical skills with the ability to troubleshoot complex issues.
• Proven ability to manage and prioritize multiple tasks and projects effectively.
• Experience working with ITIL framework and service management best practices.
• Strong stakeholder management and client-facing skills with a focus on building and maintaining positive relationships.
• Ability to work independently and as part of a team in a fast-paced environment.

Benefits:

• Competitive salary and benefits package
• Culture focused on talent development with quarterly promotion cycles and company-sponsored higher education and certifications
• Opportunity to work with cutting-edge technologies
• Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards
• Annual health check-ups
• Insurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents

“Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind.