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Technology Controls - Service Management

Req #: 180009574
Location: Tampa, FL, US
Job Category: Technology
Job Description:

JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.6 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small business, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world's most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Information about JPMorgan Chase & Co. is available at


Technology Controls (TC) delivers streamlined and consistent solutions supporting JPMorgan Chase’s Controls and IT Risk agendas with a focus on risk reduction, stability, security, delivery, resiliency and efficiencies. TC’s focus on standardization, consistency and simplicity fosters long-term productivity, quality and innovation across JPMorgan Chase. The disciplines within this organization are Oversight & Controls Technology, Cloud Controls, Identity & Access Management, IT Risk & Controls, and Third Party Risk Management.


The Global Identity and Access Management (GIAM) organization within TC provides access control governance and Identity Services for all lines of business (LOBs) globally, providing the right access to the right people at the right time for all technology platforms and applications supported by TC, and provides a comprehensive set of applications, tools, and staff to globally implement, monitor and manage technology risk solutions.


The Identify Governance and Administration team (IGA) within GIAM is the lifecycle management of the access security configuration (Identity & Account Management). The primary focus being on standardization of the ecosystem, providing automated provisioning, end-to-end reconciliation, and Role-Based Access Control (RBAC) and Segregation of Duties (SOD) framework.



Job Description:


As a Technology Controls Manager within the IGA Service Management team, you are expected to have subject matter expertise in the various areas of service management. This includes demand management, business management, stakeholder management, communications, and user experience among other things. This role will be accountable for driving the evolution of our IGA Service across the firm and ensuring that the service is run efficiently and effectively to reduce our Access Management risk.


In addition, this candidate will be expected to:


·         Manage and drive the evolution of the IGA Service by maintaining roadmaps and managing demand, coordinating features releases, and ensuring service documentation is current and accurate

·         Develop the core service offering through the creation of metrics, service reviews, and management of financials, vendors, and resources

  • Recommend compensating controls as required, due to limitations or prioritization of strategic enhancements
  • Manage operational risk and ensure compliance to all internal and external policies and regulations.  Ensure appropriate control environment is developed and maintained.  Ensure successful implementation of action plans to address risk and control issues. 
  • Identify, define and implement continuous process improvements utilizing various tools and methodologies. Identify opportunities to automate or streamline current processes; Coordinate with global peers across internal and LOB departments, focusing on reducing risk, driving efficiency and contributing to service delivery improvements.
  • Responsible for collaboration with global stakeholders. Develop and maintain relationships with business partners.  Ensure communication is customer focused and professional
  • Ensure compliance with documented procedures and creation of required Audit artifacts


  • 10 years+ experience in Identity & Access Management, Technology Operations and/or Technology Risk Management
  • At least 6 years management experience and demonstrated leadership capabilities
  • Industry recognized certifications (CISA, CISM, CRISC) desirable

Key Competencies:

  • Excellent interpersonal and communication skills, including ability to negotiate, compromise and demonstrate diplomacy in sensitive situations and to interact effectively with senior management across diverse cultures
  • Proven presentation skills including the ability to communicate risk posture clearly and concisely.
  • Ability to mentor and provide strategic view in to talent development.
  • Ability to manage and drive technology operations and risk management projects.
  • Proven leadership skills with excellent track record in delivering high performance.
  • Excellent communication skills; Customer focused and professional.
  • Strategic thinker; makes appropriate business decisions and gains cooperation of others.
  • Results oriented; ready to challenge the status quo for continuous improvement.
  • Strong interpersonal and team building skills.
  • Strong analytical skills and attention to detail.
  • Strong understanding of information security and risk and control policies
  • High level of energy and can work under pressure with minimal supervision
  • Ability to prioritize and execute on multiple complex priorities
  • Experience mapping business processes including service improvements
  • Proven history of managing a book of work and prioritizing demand requests
  • Advanced understanding of designing a thoughtful user experience and measuring customer satisfaction
  • Experience facilitating IT audits and documenting process risks as needed


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