Service Support Manager - IAM

Fasten your seatbelt! Are you ready to take on the challenge of working on a complex, large-scale system in an international team?

We are looking for colleagues to support Lufthansa Group’s IAM system.

Your responsibilities will include

• Functional and technical governance of the provided Lufthansa Group Identity & Access Management (IAM) services.
• Managing professional customer communication (presentations, on-site meetings, regular telephone conferences, online meetings) with stakeholders across the IAM service organization, implementation partners, internal IT teams and Lufthansa Group service consumers.
• Support and coordination of day-to-day service operations, ensuring effective collaboration between all involved parties.
• Processing and coordination of customer inquiries, complaints, incidents, service requests and complex change requests.
• Recording, analysis and evaluation of user requirements, and coordination of requirements with relevant stakeholders.
• Ensuring the formulation of detailed solutions for new functionalities and change requests in cooperation with the relevant specialist departments, including content assessment, cost estimation and, if necessary, release planning.
• Continuous improvement and optimization of IAM services, including Identity Management user lifecycle processes, role management, authorization management and compliance management processes.
• Continuous improvement and optimization of workflow-based IAM request and user self-service processes.
• Continuous analysis and further development of the IAM platform and its architecture components based on Lufthansa Group requirements.
• Analysis of errors and disruptions in IT systems, and development and coordination of possible solutions.
• Documentation and communication of additional chargeable services provided to customers.
• Cost management for the assigned area of responsibility, including planning, monitoring and reporting of IAM product, demand and project budgets.
• Management and coordination of IAM requirements and projects, including guidance of assigned contributors where required.
• Coordination of all technical and functional activities during service adjustments (including maintenance changes, migrations to new infrastructure or software versions, etc.).
• Support of the departments responsible for incident and problem management.
• Ensuring maintenance of technical documentation, quality of technical monitoring as well as service level monitoring and reporting.
• Implementation and assurance of applicable IT security, compliance and regulatory requirements.
• Continuous evaluation and development of the strategic direction of the Identity Management product and services.

You are looking for us, if You have

• Experience in the area of customer service and/or Identity & Access Management.
• Good communication and negotiation skills, assertiveness.
• Strong analytical and conceptual thinking as well as technical understanding.
• High level of competence in user-oriented problem analysis and solution, as well as in requirements engineering.
• Ability to represent the team and service to stakeholders.
• Intercultural competence.
• Ability to answer and understand German.
• Excellent written and spoken English skills.

What we are proud to provide you with

• Hybrid working with even only weekly 1-2 office days and flexible working hours based on core time.
• Financial benefits such as; an outstanding amount of cafeteria, referral reward and team or individual reward based on your accomplishments.
• Corporate health insurance package at one of the largest private healthcare providers with nationwide coverage.
• Carefully designed career paths, with the appropriate training courses and projects to accomplish your aims such as language courses, tech talks and trainings for your needs.
• Lufthansa Group flight ticket discounts.
• What’s more, if you are interested in our additional benefits: check out our benefits page.

Our community is characterized by mutual respect and a spirit of helpfulness. This high level of professionalism, combined with diverse personalities, will help you go through your daily life in a good mood while making the most of your skills and talents. In addition to an inclusive and helpful atmosphere, trust is also an important value for us. You can rely on us with anything right from your first day, and we also trust you to the utmost extent.

Are you ready to fly with us? Apply now!