M12 - Project Manager

Key Responsibilities

• Manage operational IAM system supporting staff and students in production environment
• Oversee vendor relationships and ensure adherence to service level agreements (SLAs) and system availability objectives (SAO)
• Coordinate service request (SR) processing and prioritisation across all user groups
• Manage helpdesk tickets related to IAM system issues and user access requests
• Plan and execute system enhancements and upgrades while maintaining operational stability
• Monitor system performance and vendor deliverables against established SLAs and SAO targets
• Manage System changes/enhancement from requirements gathering through implementation
• Facilitate communication between vendors, internal teams, and stakeholders
• Maintain operational documentation and compliance records

Requirements

• Minimum 7 years IT project management experience in operational environments
• Strong experience in vendor management and SLA/SAO monitoring
• Experience managing service requests, helpdesk tickets, and enhancement workflows
• Excellent vendor relationship and contract management skills
• Proficiency in project management and service management tools
• Strong analytical skills for performance monitoring and reporting

Preferred Qualifications

• Project management certification (PMP or equivalent)
• Knowledge of IAM systems operations and maintenance requirements
• Working experience and handling of large-scale systems (>100,000 users)