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Director, Access Management Operations

Irving, Texas
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Job Description:


What makes Gartner a GREAT fit for you? When you join Gartner, you’ll be part of a fast-growing team that helps the world become smarter and more connected. We’re the world’s leading research and advisory company, achieving consistent double-digit growth by steering clients toward the right decisions with business and technology insights they can’t find anywhere else. Our associates enjoy a collaborative work environment, exceptional training and career development — as well as unlimited growth opportunities. If you like working with a curious, supportive, high-performing team, Gartner is the place for you.

What You'll Do:

  • Lead a team of 10+ personnel, located across multiple global locations, to deliver IAM operational support
  • Create processes and procedures around IAM technologies to deliver world class support to business around the globe
  • Define and get agreement on SLAs which team will be held accountable to
  • Create reporting metrics to ensure tracking towards SLAs
  • Create cross training strategies and skill development for team to ensure high level support capabilities
  • Be a creative solution provider with the ability to translate customer/business needs into technical solutions.
  • Use data analysis to driver improvements across the identity platform

What You'll Need:

  • Bachelor’s degree in Information Systems, Computer Science, or equivalent years of industry experience
  • Experience in large global enterprise organization managing a distributed team
  • 10 years’ experience in the IT industry with at least 5 years direct experience with Identity & Access Management solutions including moving towards more self-service and automation access rather than manual access.
  • 3+ years' experience with ServiceNow
  • Direct operations access experience in a large enterprise environment
  • Proven communications skills with the ability to translate complex technical issues or concepts to non-technical audiences with a focus on business value
  • Strong service oriented experience communicating with the stakeholders
  • Ability to interpret and understand business needs and translate into technology solutions
  • Strong ability to continually assess priority and direct team accordingly
  • Experience in writing global processes that take into account unique needs of our global systems and competing business needs
  • Previous project management experience
  • Proven experience managing a team of direct reports in global environments
  • Strong communication both written and oral
  • Ability to lead meetings and interact with colleagues globally over multiple medias such as; email, instant messaging, phone, video conferencing, and in person meetings
  • Ability to create process documentation and complete scheduled periodic reviews for updates
  • Excellent logical thinking, analysis, problem solving, and trouble shooting skills
  • Proven ability to manage multiple tasks and prioritize work
  • Collaborative, team player
  • Ability to think quickly and logically providing solution for roadblocks in projects and to work around break/fix issues reported
  • Knowledge and training in ITIL an asset

Who You Are:

  • Motivated, high-potential performer, with demonstrated ability to influence and lead
  • Strong communicator with excellent interpersonal skills
  • Able to solve complex problems and successfully manage ambiguity and unexpected change
  • Teachable and embracing of best practices and feedback as a means of continuous improvement
  • Consistently high achiever marked by perseverance, humility and a positive outlook in the face of challenges

What We Offer:

In addition to an outstanding work environment with rapid advancement potential, Gartner associates enjoy exceptional compensation and benefits, including:

  • An upbeat, positive culture. Integrity, objectivity, collaboration, results and a no-limits mind set are central to our values
  • Limitless growth. We work with you to help you meet your goals and advance within the company
  • Encouragement to be innovative and challenge status quo
  • Exposure to industry leading training and development
  • Performance based recognition and rewards

Job Requisition ID:31997

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