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Zapopan, Jalisco, Mexico
Job reference: R-046195
Posted date: Apr. 17, 2019

Function / Team / Location

The IT Security Organisation is responsible for establishing and maintaining corporate wide information security to ensure that AstraZeneca’s information assets are adequately protected in relation to confidentiality, integrity and availability. The purpose of the IT Security Identity & Access Management (I&AM) Service Manager role is to manage all I&AM activities to ensure that services are delivered in accordance with Service Level Agreements, business requirements and customer experience expectations. The I&AM Service Manager will also proactively seek new and improved service deliver opportunities to benefit AZ and AZ’s business partners. They are responsible for the execution and oversight of I&AM services for all AstraZeneca staff members, suppliers and collaborators.  I&AM Services include User Administration, Active Directory, Federation Services, Partner Cloud Access, Certificate Services and Enterprise Identity Management.

Candidate Focus & Challenge

The I&AM Service Manager is responsible for the execution and oversight of I&AM services for all AstraZeneca.  The responsibilities of the I&AM Service Manager include:

  • Assess delivered services against relevant Service Level Agreements (SLAs) and customer satisfaction requirements and lead periodic verifications of volumetrics in relation to consumption of services
  • Ensure service delivery processes including Service Level Management, Capacity Management, Availability Management and Continuity Management are implemented in accordance with AstraZeneca standards and procedures
  • Manage full lifecycle of services, including the design, configuration, and implementation of service management components for new and enhanced solutions and services
  • Engage with key stakeholders to understand business challenges and identify current and future requirements so that demand for services is captured, prioritized and met
  • Escalation and major incident handling for incidents related to Identity and Access management services, including response coordination, root cause analysis and communications management
  • Act as an advocate for Cyber Security within AstraZeneca, internally within IT and to the wider business to ensure Security standards are understood and adopted at all levels
  • Work collaboratively within Cyber Security & Infrastructure Services and other IT functions to ensure effective management and delivery of Identity and Access Management services.
  • Undertake ongoing review of processes, procedures and SLAs, influencing modifications and enhancements of services
  • Evaluate effectiveness and efficiency of support and maintenance services and provide recommendations for savings and improvements
  • Own and drive Service Improvement Plans for major incidents and instances of customer dissatisfaction as well as proactively identify future opportunities
  • Provide input to design and development of service solutions, technology, processes, information and measurements to meet documented business requirements and outcomes, ensuring corporate and IT strategy alignment, consistency and integration in all IT activities.
  • Provide a single, consistent source of information on all agreed services ensuring availability to those with approval to access
  • Ensure services have appropriate on-going recovery capability within IT services to match the agreed needs, requirements and timescales of the business

Candidate Knowledge, Skills & Experience

  • Experience in Identity and Access Management technologies and processes in a complex, multinational, corporate environment required
  • A self-starter with high levels of drive, energy, resilience and a desire for professional excellence
  • ITIL training / service management accreditation
  • Ability to work well in diverse, multinational teams and proven ability to influence others to achieve positive outcomes
  • Experience across a range of industries and sectors
  • Ability to prioritize, re-schedule and adapt to changes in a dynamic environment
  • Experience in developing and managing relationships with suppliers
  • Application of policies, procedures and guidelines and providing expertise to business group
  • Technical understanding and demonstrable experience of core I&AM technologies such as User Administration, Active Directory, Federation, Certificate Management and Enterprise Identity Management tools
  • Working knowledge of Sarbanes-Oxley (SOx) and GxP regulations
  • Excellent communication and facilitation skills
  • Experience of risk management and assessment
  • Proven business acumen, intellectual capability, verbal and written communication / customer support / interpersonal / presentation / conflict resolution skills

Job Dimensions

  • The I&AM Regional Service Manager role will report to the I&AM Tower lead
  • The role will not manage any people but may direct the work of others
  • Relation-building and stakeholder management will be key to success in working with the wider IT function and with customers
  • Occasional travel to domestic and international locations may be required to build and strengthen key customer and supplier relationships
  • Quickly building a thorough understanding of I&AM processes and procedures will be key to success in the role


  • Candidates must be motivated by a desire to deliver tactical and strategic uplifts to AZ’s I&AM posture whilst partnering with multiple groups with a ‘can do’ approach
  • Customer focus and attention to detail are essential for successful handling of high profile customer and service escalations
  • Clear and unambiguous oral and written communication is often required when interacting with multiple suppliers to resolve complex technical issues

AstraZeneca is an equal opportunity employer. AstraZeneca will consider all qualified applicants for employment without discrimination on grounds of disability, sex or sexual orientation, pregnancy or maternity leave status, race or national or ethnic origin, age, religion or belief, gender identity or re-assignment, marital or civil partnership status, protected veteran status (if applicable) or any other characteristic protected by law.

Identity & Access Management (I&AM) Service Manager
Information Technology

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  • Information Technology, Zapopan, Jalisco, MexicoRemove