Director of IAM Information Security Service Delivery

About Citi:

Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments, and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management.

As a bank with a brain and a soul, Citi creates economic value that is systemically responsible and in our clients’ best interests. As a financial institution that touches every region of the world and every sector that shapes your daily life, our Operations & Technology teams are charged with a mission that rivals any large tech company. Our technology solutions are the foundations of everything we do from keeping the bank safe, managing global resources, and providing the technical tools our workers need to be successful to designing our digital architecture and ensuring our platforms provide a first-class customer experience. We reimagine client and partner experiences to deliver excellence through secure, reliable, and efficient services.

Our commitment to diversity includes a workforce that represents the clients we serve from all walks of life, backgrounds, and origins. We foster an environment where the best people want to work. We value and demand respect for others, promote individuals based on merit, and ensure opportunities for personal development are widely available to all. Ideal candidates are innovators with well-rounded backgrounds who bring their authentic selves to work and complement our culture of delivering results with pride. If you are a problem solver who seeks passion in your work, come join us. We’ll enable growth and progress together.

The Team:

The Identity Access Management Information Security Architecture (IAM ISA) Service Delivery team is a global organization within Citi's Chief Information Security Office (CISO) located across the globe. IAM ISA manages entitlement and provisioning of access for internal Citi employees/contractors and increasingly for external Citi clients who use Citi applications. IAM works in partnership with other units within Global Information Security to build appropriate security architecture in new products and applications supporting large business-driven technology projects related to information security issues.  

IAM ISA Service Delivery has significantly transformed itself into a client-centric, metrics-driven and intelligence-led Information Security Operations organization. A new service model was recently implemented to align similar processes across locations under global dedicated vertical heads. The primary objective of this change was to achieve higher process standardization and governance, establish end-to-end accountability and ownership over critical processes to further strengthen the control environment.

The Role:

The Director of IAM Information Security Service Delivery will be leading the effort to assess the current state of provisioning processes and design the future state, focused on developing standard processes across the sites that will help improve the operational efficiency and customer experience, expanding existing automation and strengthening governance. The role will be responsible to produce periodic operational metrics, liaising with the clients and partners on a regular basis to understand their current as well as their upcoming needs. This is a highly critical and senior role responsible for managing the global service delivery operations for the IAM Wintel, Token, Encryption, Citi Business Applications, and In-Country teams.

Responsibilities

• Responsible for the management and development of the full, end to end, IAM ISA service delivery operations
• Implement 24x5 support model for critical functions to then manage and maintain
• Evaluate IAM ISA Service Delivery operations across businesses to achieve maximum operational improvements via establishment of best practices, cost effective services/products, audit controls and operational reporting
• Work with the IAM ISA Operations Support Team to develop and deploy standard global processes across regions/sites
• Work with the IAM ISA Metrics Team to develop value added analytics that help predict volume patterns and help deploy staff to efficiently manage workload, while ensuring seamless delivery for the customers
• Foster a metrics driven, performance management culture across regions/sites
• Work with the support functions to assess the performance of the service delivery operations and de