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- Tasks: Coordinate and enhance Identity Management services for global clients in a dynamic environment.
- Company: Join Kelly, a company that values inclusion, collaboration, and making a real impact.
- Benefits: Hybrid work model, opportunities for personal and professional growth, and a supportive team culture.
- Why this job: Be a key player in transforming lives through effective resource management and client support.
- Qualifications: 3+ years in business operations or customer service, with strong troubleshooting skills.
- Other info: Work in a vibrant team while enjoying excellent career development opportunities.
The predicted salary is between 36000 - 60000 £ per year.
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 will 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.
Join our international MSP Team immediately for a hybrid assignment based in the UK: Telford, Cambridge, or Macclesfield!
As a key member of the global account team, the Senior 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 Senior 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.
Senior 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.
- 3+ years Business Operations/HR experience, customer service delivery, help desk/support center roles, or administrative functions.
- 3+ years system support experience with customer service delivery and SLA responsibilities.
- 3+ years' experience in procurement or vendor management, outsourcing, or consulting is beneficial.
- Experience with ticket management platforms (e.g., ServiceNow, Salesforce) and analytical/reporting tools.
- 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:
- Must be able to work in the office 2-3 days per week: in UK: Telford, Cambridge, or Macclesfield!
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.
13812 - Senior IDM Program Coordinator, UK (hybrid) in London employer: Kelly Services
Contact Detail:
Kelly Services Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 13812 - Senior IDM Program Coordinator, UK (hybrid) in London
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at local events. A friendly chat can lead to opportunities you might not find on job boards.
✨Tip Number 2
Prepare for interviews by researching the company and role. Know their values and how you can contribute. This shows you're genuinely interested and ready to make an impact!
✨Tip Number 3
Practice your responses to common interview questions. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your achievements effectively.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can keep you top of mind and show your enthusiasm for the role. Plus, it’s just good manners!
We think you need these skills to ace 13812 - Senior IDM Program Coordinator, UK (hybrid) in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight how your experience aligns with the Senior IDM Program Coordinator role. Use keywords from the job description to show we’re on the same page!
Showcase Your Customer Service Skills: Since this role is all about delivering top-notch service, don’t forget to include examples of how you’ve provided excellent customer support in the past. We want to see your problem-solving skills in action!
Be Clear and Concise: When writing your application, keep it straightforward and to the point. We appreciate clarity, so make sure your key achievements and experiences shine through without unnecessary fluff.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Kelly Services
✨Know Your Stuff
Before the interview, dive deep into the role of a Senior IDM Program Coordinator. Familiarise yourself with Identity Management (IDM) services and Vendor Management Systems (VMS). Being able to discuss specific processes like onboarding and troubleshooting will show that you're not just interested, but well-prepared.
✨Showcase Your Customer Service Skills
This role is all about delivering high-quality service. Prepare examples from your past experiences where you’ve successfully managed client queries or resolved complex issues. Highlight your ability to tailor solutions to meet individual client needs, as this will resonate well with the interviewers.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss how you've tackled technical challenges in previous roles. Think of specific instances where you performed root cause analysis or collaborated with teams to resolve system errors. This will illustrate your analytical capabilities and attention to detail, which are crucial for this position.
✨Engage with Questions
Prepare thoughtful questions about the company culture, team dynamics, and ongoing projects. This shows your genuine interest in the role and helps you assess if the company aligns with your values, especially their commitment to inclusion and collaboration.
