Service Delivery Manager (IAM/PAM)

About Us

Turnkey is helping to make the world a safer place to do business. As a global consulting provider of risk management, identity and access management and cyber security solutions to companies who run enterprise software, we help some of the largest companies in the world to manage their business risks and protect their most important assets from internal and external threats.

We are a fast growing and dynamic company with a fun, relaxed but professional culture. We have an exciting opportunity to appoint a IAM Service Delivery Manager to join our team who will be key in supporting our rapid growth plans and ambitious over the next five years.

In joining our team, you can expect to be working on challenging IAM projects across a wide range of global clients and industries. The nature of projects will be diverse and will vary across the categories of advisory, assurance, managed services, and system implementation. Whilst being actively engaged in solving business problems, our core practice remains specialised in technical solutions for our clients.

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