Global User Account Manager (UAM)

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Salary & Benefits
Excellent salary + bonus + benefits

This position will be responsible for the direct supervision of the global Account Management Teams across the globe,(US UAM, UK UAM, and Spain/Latin UAM). These functions include, but are not limited to, global policies, procedures and best practices for the UAM team. Also included but not limited to account creation, modification, termination, auditing of accounts and the process supporting these procedures. This position will monitor staff performance based on department standards ensuring that we are providing customers with best in class service, meeting or exceeding customers’ expectations as well as SLA's. Will be responsible for staff, making sure that the Account Management teams adhere to all policies and procedures through audits and reviews, making sure teams are in compliance. Must always keep a professional, customer first attitude.


  • Create and maintain global UAM policies, procedures and best practices working closely with senior management within IT and the Business.
  • Maintain accurate user accounts and access for all Yell Group employees, both permanent and temporary, vendors, service accounts and other accounts as needed
  • Develop and review global processes for employee new hires and terminations
  • Develop and review global process for employee transfers
  • Maintain and manage access to various applications via accounts
  • Develop SLA’s and OLA’s within the department, along with KPI’s and CSF’s
  • Work in conjunction with data governance to adhere to policies and procedures
  • Continual service improvement in procedures.
  • Develop processes and standards for applications that fall under the audit umbrella
    How often to audit
    Standard data owners
    Standard frequency
  • Play a key role in the management / collapse of multiple domains into one.
  • Conducts 1:1 meetings and or skip level reviews with team
  • Conducts monthly meetings
  • Travel will be required.

Supervisory Responsibilities:

Perform miscellaneous management responsibilities including, but not limited to:

  • Conduct annual performance reviews for all direct reports.
  • Recommend merit increases.
  • Plan for future staffing, equipment, and spacing needs.
  • Complete the hiring process to staff open positions.
  • Train employees on department tasks, processes, policies, and procedures.
  • Conduct department meetings on a regular basis to communicate department deadlines.
  • Perform regular one-on-one meetings with employees at least on a monthly basis.
  • Prioritize workflow to meet department deadlines in accordance with departmental deadlines.
  • Monitor and verify timecards and overtime worked.

Secondary Responsibilities:

  • Back up for Service Desk Management
  • Weekly UAM meetings
  • Reporting on metrics for UAM, keeping management informed of possible issues.


  • Extensive experience of managing a UAM function, with specific managerial responsibilities
  • Previous experience of developing UAM processes and practices
  • High School diploma or equivalent required. Degree preferred
  • Must have experience with Microsoft Active Directory, role-based security, and Access management
  • The ideal candidate would have global experience and ITIL training

In order to be considered for this role you must be able to demonstrate proof of eligibility to work in the UK and hold a valid work visa if applicable.


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