• Service Delivery Manager - Identity and Access Management

    Posting Number 2018-4617
    Posted Date 3 weeks ago(6/5/2018 1:20 PM)
    Location : Location
    US-NY-New York
    Identity/DB Services
    NYU IT (WS1170)
    Compensation Grade
    Band 53
  • Position Summary

    The Service Delivery Manager for Identity and Access Management will manage the integration, cross-technical and multi-team coordination required to deliver technical services to the NYU community, employing the NYU IT Service Model Process. Collaborate with NYU leaders to gather requirements and client needs and monitor ongoing service levels and communications. Provide accurate and timely reports with recommendations for continuous improvement on service levels to NYU leaders. Oversee and engage in the development of the service delivery model and tactical planning and implementation of Information Technology services, activities, and performance levels of technology tools provided to the NYU community. Engage NYU IT leaders and stakeholders in the planning and development of new Identity services, metrics, tools, policies, and operations. Manage the start-up and improvement of services, and coordinate upgrades and troubleshooting with global and New York staff. Work across the University to integrate services, develop economies of scale in service delivery, and advise on high-level IT strategies. Integrate with IT Service Management processes: incident management, change management, problem management, release management, capacity management, and configuration management. Proactively plan and participate in service strategy across the spectrum of Identity and Access Management, including single sign-on (Shibboleth/SAML2 and OpenId Connect/OAuth2), multi-factor authorization (Duo), and high availability. Oversee the administration of SLAs and OLAs.


    Required Education:
    Bachelor's degree in Engineering and/or equivalent education and 3 years of work experience.

    Preferred Education:
    Master’s degree in Engineering and 5 years of experience.

    Required Experience:
    Experience supporting system and technologies in a 24/7 operation. Ability to discover issues and work toward timely resolution to meet high availability. Good understanding of ITIL processes specifically for incident and problem management. Previous experience working in a multi-national environment supporting local and global operations.

    Preferred Experience:
    Experience working in IT Department at an Institution of Higher Education. Working with Identity solutions and technologies.

    Required Skills, Knowledge and Abilities:
    Completed ITIL (IT Infrastructure Library) Foundations training on IT service management. Background with Multi-Factor Authentication (MFA). Strong focus on user experience and a deep motivation to produce high quality work. Ability to communicate, both verbally and in writing, technical concepts to non-technical audiences. Familiarity with software, programming, system monitoring and high availability of systems and technologies.

    Preferred Skills, Knowledge and Abilities:
    ITIL (IT Infrastructure Library) foundations certified. Experience with administration of Duo MFA platform. Working experience and Identity & Role Administration using SailPoint IIQ platform. Previous support of Grouper, Active Directory, LDAP, and related technologies.

    Additional Information

    EOE/AA/Minorities/Females/Vet/Disabled/Sexual Orientation/Gender Identity


    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed

    Connect with us

    Sign-up to let us know about your interest in an NYU Career.