13812 - IDM Program Coordinator - West Midlands

Together we change lives. Kelly is a team of experts driven by our belief that the impact of the right person in the right job is limitless. No matter where you are in your career journey you can apply your knowledge and passion to move people, organizations, and communities forward. You’ll have opportunities to grow your expertise and capabilities, both professionally and personally. As a team we celebrate inclusion, caring and collaboration. As a company we value your contribution, we work with integrity, and we always put people first – so your impact really will change lives.

As a key member of the global account team, the IDM Program Coordinator plays a critical role in delivering high-quality, attentive service for Identity Management (IDM) services and providing Vendor Management System (VMS) related support for KellyOCG’s global strategic MSP client. This customer-focused role will ensure smooth operations for end users worldwide by managing both technical and user-related queries with strong attention to detail, maintaining excellent service standards. Working in a fast-paced and dynamic environment, the IDM Program Coordinator is responsible for troubleshooting complex issues, guiding stakeholders through system processes, and offering expert support for a wide range of system activities. This role also supports ongoing improvements by helping to make systems and processes more effective and efficient for global operations.

The IDM Program Coordinator is accountable for:

• Serve as the primary point of contact for client stakeholders, managers, and suppliers globally, guiding and instructing end users on VMS system processes, including onboarding, extensions, offboarding, engagement management, and reporting for global external resource management.
• Deliver white-glove service by thoroughly managing client queries via customer ticketing management systems, ensuring timely and effective resolution in line with Service Level Agreements (SLAs), while tailoring solutions to meet individual client needs.
• Manage administrative processes related to external resource management, ensuring accuracy, compliance, and best practice throughout the resource lifecycle.
• Take ownership of technical and user issues by performing in-depth troubleshooting of system errors and integration challenges, collaborating closely with both technical and downstream support teams to conduct root cause analysis and drive resolution of client system integration issues.
• Proactively report, track, and ensure closure of system bugs and errors by raising technical tickets with relevant support teams, providing consistent follow-up to ensure timely and accurate solutions.
• Develop and present training materials, user manuals, and lead tailored training sessions for clients, suppliers, and internal stakeholders to enhance system understanding and user competency.
• Participate in and oversee testing and verification of new system releases and configuration changes, ensuring seamless operational transitions.
• Contribute to global external resource management projects and deliver regular client governance updates as required.
• Analyze operational and client data, delivering comprehensive reports to support ongoing optimization and informed strategic decision-making.
• Provide consultations, data-driven recommendations, and trend analysis to continually advance business process improvements.
• Engage in Vendor Management System feedback sessions to capture end-user insights and provide actionable recommendations for ongoing system enhancements.

Essential Skills, Knowledge, and Experience:

• Bachelors Degree in a related field or equivalent practical experience.
• 2+ years of experience in business operations, HR, customer service, help desk/support center, or administrative functions.
• 1+ year of systems support experience using ticket management platforms (such as ServiceNow or Salesforce) and analytical/reporting tools, with a focus on customer service delivery and meeting Service Level Agreements (SLAs) responsibilities.
• Knowledge or experience in procurement, vendor management, outsourcing, or consulting is a plus.
• Prior experience with Global Worker Tracking/ Identity Management (IDM) services via Vendor Management System (VMS) is highly preferred.
• Excellent troubleshooting and analytical capabilities.
• High attention to detail with a proactive approach to problem-solving; able to deliver accurate results in high-volume environments.
• Strong written and verbal communication skills; ability to liaise across diverse global teams and various stakeholders.
• Ability to work independently in a remote setting and collaborate effectively within a global team.
• Proficient in written and spoken English at a business professional level; additional languages a plus.

Additional Requirements:

• This position is open for remote work; however, candidates based in Telford, Birmingham, or the West Midlands region are preferred.

Kelly is an equal opportunity employer committed to employing a diverse, equitable and inclusive workforce, including, but not limited to, race, gender, individuals with disabilities, protected veterans, sexual orientation, and gender identity. Equal Employment Opportunity is The Law.