IT Service Manager (w/m/x) for Identity Management

Are you passionate about IT service excellence and security? Join our team and play a key role in managing and optimizing our Identity Management services, ensuring secure and seamless access for our organization.

Your mission: As an IT Service Manager for Identity Management, you will be responsible for the end-to-end management of our IDM services, ensuring operational stability, compliance, and continuous improvement. You will collaborate with stakeholders, external partners, and internal teams to deliver high-quality services that meet business needs.

Your mission at RBI

• Service ownership & lifecycle management: Act as the single point of contact for IDM service management; represent the service and ensure support & delivery actions meet business needs and customer satisfaction across its lifecycle.
• Governance & coordination: Collaborate with the Lead Ops to align operational activities with service governance, policies, and strategic objectives.
• Service Level Management: Own service‑level oversight (SLA/OLA/underpinning contracts), performance monitoring, reporting, and regular reviews; initiate corrective actions where needed.
• Change & release management: Define change and release policies, plan releases, (pre)authorize changes, and review outcomes to safeguard stability.
• Incident & problem management: Oversee incident and problem processes, including escalations and major incident handling; drive root‑cause eradication in coordination with Lead Ops.
• Service modelling: Maintain accurate service metadata (service tree, ownership, delegates) and ensure the service is properly listed and governed in RBI’s IT Process Framework.
• Continuous improvement & cost transparency: Identify improvements from customer, operational, and financial perspectives; ensure cost transparency and contribute to budgeting/forecasts.
• Partner & vendor management: Coordinate external IT service providers and software vendors to meet contractual and quality standards.
• IT service continuity & controls: Ensure continuity planning, execution of IT controls, and adherence to RBI policies (e.g., GDPR/DORA).

What you’ll bring

• Proven experience in IT Service Management (ITIL practices) with ownership of production services.
• Strong stakeholder management and communication skills; ability to lead cross‑functional coordination.
• Hands‑on experience with change/release, incident/problem, and SLA governance.
• Understanding security and compliance for IT (e.g., least‑privilege, audit readiness, continuity).
• Advantageous: exposure to Identity & Access Management and vendor management.

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