Manager, Identity

**A bit about us**

Rabobank is the world’s leading specialist in food and agribusinesses banking. We are a bank with cooperative roots. Everything we do, we do together. With co-workers, members and other organizations. We believe in building on each other’s strengths and making each other stronger. You get better results from working together than going it alone. Now and in the future.

**A bit about the role**

Job Overview & Purpose:
The Manager Identity & Service Management APAC is a key role whose objective is to oversee the delivery and operation of Service Management (SM) and Identity Access Management (IAM) services to the APAC region. They are responsible for managing the APAC SM and IAM team’s workload, capacity, and team performance through leadership and best practise, and will be responsible for contributing to the delivery of the IT Infrastructure (ITI) strategic and operational goals in line with requirements of the regulatory bodies within the region.

The role involves incident, change & problem management coordination, tracking and reporting, with particular attention and input for major incidents. It is likewise responsible for implementing effective security controls for account lifecycle, least privilege, segregation of duties, and mutual exclusivity to provide effective information security controls to limit the exposure of sensitive data and access to key IT assets and systems.

This role covers across Australia, New Zealand, Singapore, Hong Kong, China and India (and associated representative offices), and will work closely with stakeholders across the business.

Key Responsibilities and Accountabilities:
Management
- Lead and manage the delivery of SM and IAM services within APAC.
- Establish strong relationships both locally and globally within the context of service management, incident and problem management, service level agreements, access management and privileged access management.
- Develop strategies to innovate, continuously improve, and mature the SM and IAM capabilities, as well as the compliance, risk, and security ambitions for the bank in the protection of its IT assets through delivering strategic programs of work. Utilising LEAN, Agile, DevOps and other frameworks to achieve this.
- Effective management of resources to meet ITI priorities and projects
- Appraise and create staff development plans to maintain staff engagement and to develop staff potential
- Manage, coach, and mentor the SM and IAM team members performance, developing and enhancing their capabilities as a team
- Support in the management of SM and IAM budgets, including cost transparency within the business
- Member of ITI APAC Management Team.
- Member of Global Service Committees

Service Management
- Define a roadmap and strategy for SM in the APAC region
- Available 24*7 to oversee or participate in any crisis impacting Rabobank, the APAC business or critical IT Infrastructure
- Work closely with the infrastructure and systems teams to declare and lead high priority incidents
- Lead post incident review meetings, including root cause identification and provide action plans
- Chair the weekly Implementation Advisory Board (IAB) meeting, covering local and global changes, urgent requests and Major Incident Reporting.
- Enhance Problem Management investigations within the region, detecting common incident issues and identifying the underlying causes
- Work closely with the wider ITI Department for Problem Management automation opportunities and efficiencies
- Drive In Control activities across the ITI Department. Embedding risk management practises, as well as responding to compliance, audit, and regulatory investigations
- Provide In Control reporting and oversight for the ITI Department.
- Co-ordinate the collection, review and submission of evidence for all internal and external IT audits
- Manage and report on the performance of SM and IAM services, as well as those of the wider ITI department, to ensure services are delivered as per the agreed business SLA’s
- Provide SLA Management and performance reporting to Global
- Contribute to the creation, delivery and reporting Key Control Indicators (KCIs), Key Performance Indicators (KPIs) and Key Risk Indicators (KRIs) focused on delivering operational quality against key objectives.
- Ensure IT Governance related deliverables are achieved within the ITI Department

Identity & Access Management
- Define a roadmap and strategy for IAM in the APAC region
- Provide knowledge and expertise for local stakeholders in the core IAM Domains: Identity Governance and Administration, Privileged Access Management, Authentication, Authorisation and Identity Lifecycle Management.
- Ensure IAM requirements are included and delivered in all project and onboarding requirements
- Attend and contribute to the Global IAM Service Committee, including providing input on IAM strategy, new technology and product enhancements within the bank.
- Responsible for ensur