The Access Provisioning / Admin Operations Mangers works as part of a team to ensure the successful delivery of all services within Global Service Management team related to the oversight of joiner mover leaver (JML) processes, active directory access procedures, audit / compensatory controls are achieved.

Aligned to a specific set of Technology Services within the Service Management & Governance group is responsible for the successful delivery of services in accordance with both the WTW standards and contractual agreements with partners, to meet business requirements and align to company and business segment strategies.

The Role

• Ensuring the services globally delivered by the Access Provisioning meet or exceed WTW standards.
• Establish processes that ensure the consistent delivery of Access Provisioning task that include the delivery of the following critical functions:
  • Joiner, Mover, Leaver related request tasks
  • Fileshare, Active Directory Access (INT, INTERNAL and EXT domains), folder access related requests
  • Public folder requests on the INTERNAL domains
  • Business applications: Eclipse, Exchanging, Insurance Portal support and access requests.
• Review opportunities to drive a more efficient delivery of Access Provisioning that promotes proactive solutions to resolve issues and self-service.
• Act as the key contact for any new joiner account failures or delays.
• Ensure processes that manage the disabling of accounts are completed within required Service Levels and failures are remediated and improvement plans initiated.
• Ensure that required compensatory controls and audit related functions are completed as required and failures reported.
• Act as the Leaver Control Owner to ensure audit compliance and governance.
• Leads service improvement strategies for enhancing the delivery the operations and processes within the organization.
• Drive initiatives to improve operational effectiveness as measured by quality, resolution time reduction and customer satisfaction.
• Partner with internal IT functions to participate in and, where required, lead the design, decision making and delivery of services.
• Participate in the continuous monitoring, improvements, and reporting of service delivery performance.
• Through Geography Engagement activities, support the business in aligning existing or new service. delivery, support solutions to meet requirements and expectations whilst aligning to company strategies. 
• Partner with Geography Engagement teams, and Key Stakeholders to understand and provide solutions to meet new demands and requirements.
• Conduct regular Service Reviews with key stakeholders. 
• Participate in Supplier Performance Reviews for key User and Global Service Management suppliers and partners. 
• Act as the business escalation point for service issues or interruption.
• Manage the completion of Root Cause Analysis activities and propose / implement process improvements to further enhance services performed by the vendor. 
• Collaboration with various Technology and Service Governance teams to ensure that Global Service Management principles are effectively delivered in accordance with business expectations. 
• Continued awareness of the IT landscape and market for solution insights, direction, vendors, and methodologies to enhance service offerings