Job Summary

The Identity and Access Management (IAM) organization, a part of Information Security which, enables over 400,000 individuals across 140+ countries to access systems and information securely. As part of the Identity and Access Management (IAM) organization, the Directory Enablement Service Owner will be responsible for managing the IT Service Management (ITSM) lifecycle of Directory Services supporting the firms global identity infrastructure. The role partners closely with Engineering, Operations and Architecture teams to ensure services remain operationally effective, well governed and continuously improved while supporting strategic initiatives across Active Directory, Microsoft Entra ID, hybrid identity and future directory capabilities. This position will contribute towards the execution of the IAM service management strategy through governance, service reviews, continual improvement, operational readiness, stakeholder engagement and service lifecycle management. We offer opportunities to develop new skills and progress your career receiving support, coaching and feedback from colleagues around the world. This role will give you an chance to work with some of the best talent in the industry! This role supports various functions, including analytics and reporting, service reviews, service improvements, service transition, introduction and readiness, and other activities for end-to-end ITSM of the Directory Enablement portfolio.

Your key responsibilities Service Ownership & Governance

- Own the end-to-end ITSM governance of the Directory Services portfolio.
- Maintain the Service Definition, Service Catalogue entries and Service Offerings for Directory Services.
- Ensure service documentation remains accurate, current and aligned with organizational standards.
- Define and maintain service KPIs, operational measures and service health indicators.
- Govern the service throughout its lifecycle,



ensuring service management processes remain effective and fit for purpose.

Service Introduction & Operational Readiness
- Lead service introduction and operational readiness activities for new Directory Services capabilities.
- Ensure new services and enhancements are transitioned into operational support through defined readiness criteria.
- Coordinate operational acceptance activities, including documentation, knowledge transfer, monitoring, support processes and operational handover.
- Partner with Architecture, Engineering and Operations teams to ensure service readiness before production deployment.

Continual Service Improvement
- Own the Continual Service Improvement (CSI) register for Directory Services.
- Facilitate service improvement initiatives based on operational performance, stakeholder feedback, audits, organizational standard updates, and lessons learned.
- Lead periodic service maturity assessments and identify opportunities to improve service quality and effectiveness.
- Lead periodic reviews of service documentation, support models, dependencies and governance artefacts.
- Ensure service management processes remain aligned with ITIL best practices
- Coordinate improvement activities across Architecture, Engineering, Operations and Service Management teams.

Service Performance & Reporting
- Lead regular Service Reviews with stakeholders.
- Develop and maintain service reporting covering availability, performance, operational health and service maturity.
- Monitor service KPIs and identify trends requiring improvement.




- Prepare executive-level reporting highlighting service performance, risks and improvement opportunities.
- Track service improvement actions to completion.
- Support audit, compliance and governance activities relating to Directory Services.

Stakeholder Management
- Act as the primary ITSM representative for Directory Services.
- Build strong relationships across Architecture, Engineering, Operations, Infrastructure, Cloud, Information Security, Enterprise Architecture, Risk and Audit teams.
- Facilitate communication between technical teams and business stakeholders regarding service performance, improvements and operational readiness.
- Promote awareness of Directory Services capabilities, governance processes and service standards.

Skills and attributes for success
- Conceptual knowledge of IAM Directory portfolio applications and technologies, as well as operating system platforms including Cloud technologies, to support proper recognition and potential impact of new product or service introductions
- Experience with developing management reporting and process improvement actions
- Analytical acumen and solution orientation to provide recommendations to teams and leaders in support of avoiding financial, operational, and security risks to EY and our customers
- Build and maintain strong relationships across all levels of a matrixed, geographically and culturally dispersed organization
- Possess knowledge of the Information Technology Infrastructure Library (ITIL) to drive compliance in Incident, Problem, and Change processes and drive as necessary
- Possess knowledge of IT Service Management (ITSM)
- Good understanding of project management principles and practices
- Experience facilitating cross-functional governance and service reviews.
- Experience developing executive-level reporting and service metrics.

📌 IT Service Owner 1 (Bengaluru)
🏢 EY
📍 Bengaluru