Job Description

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:

This role aims to provide operational and technical subject matter expertise across a range of Identity and Access Management (IAM) integrated solutions to govern and ensure fit-for-use of the services / solutions. This includes acting as technical gatekeepers to the design, supporting technical operational escalations, ensuring solutions are integrated across the broader IT landscape as well as managing technical changes across the solutions through managed service support partners (MSSP)

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.
• \xe2\x80\x98Front Office\xe2\x80\x99 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)
• Manage user access control and security administration for selected applications
• 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 \xe2\x80\x93 ensuring compliance to technical security standards and policies
• Service Management & Operations \xe2\x80\x93 supporting operational escalations on technical issues
• Global service lines \xe2\x80\x93 ensuring integrated capabilities to authorisation and SSO

• Technical Authority \xe2\x80\x93 ensuring integrated design and architecture to support key product solutions

• 3rd Party Vendors \xe2\x80\x93supplier 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).
• An ideal candidate from a non-BAT background will take 4-6 months to learn BAT processes and governance before being fully productive.
• Technical background and experience in related solutions, with 6-8 years post graduate work experience in a complex IT Services environment
• Experience in large global organisation using in-sourced and out-sourced IT services and a good working knowledge of the management of global applications services
• 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)
• Experience in joiner / mover / leaver processes, access management and authorisation capabilities
• Breadth of knowledge of best practice IT Service Management best practice (ITIL)

NICE TO HAVE EXPERIENCE

• Experience in Data and Analytics \xe2\x80\x93 leveraging data to generate operational insights to action to drive higher operational efficiencies, innovation opportunities and increased value proposition
• Experience or exposure to IT Security and compliance capabilities and SOX
• Have good understanding of system interfaces
• Experience or exposure to Success Factors

WE ARE BAT

At BAT we are committed to our Purpose of creating A Better Tomorrow. This is what drives our people and our passion for innovation. See what is possible for you at BAT.

• Global Top Employer with 53,000 BAT people across more than 180 markets
• Brands sold in over 200 markets, made in 44 factories in 42 countries
• Newly established Tech Hubs building world-class capabilities for innovation in 4 strategic locations
• Diversity leader in the Financial Times and International Women\xe2\x80\x99s Day Best Practice winner
• Seal Award winner \xe2\x80\x93 one of 50 most sustainable companies

BELONGING, ACHIEVING, TOGETHER

Collaboration, diversity and teamwork underpin everything we do here at BAT. We know that collaborating with colleagues from different backgrounds is what makes us stronger and best prepared to meet our business goals. Come bring your difference!

British American Tobacco