User Provisioning Manager

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 – e.g. 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