About the Role:

Grade Level (for internal use):

About the Role: 

The Team: 

Own and run end-to-end IAM operations to deliver reliable, secure, and scalable identity services across workforce and non-human identities. This role leads global IAM service delivery, third-party SI partners, automation and self-service, and the responsible adoption of AI agents to reduce manual work, improve control quality, and increase operational resilience. 

Responsibilities and Impact: 

IAM service ownership and operational excellence 

• Own day-to-day IAM operations across identity lifecycle (joiner-mover-leaver), access requests, SSO, MFA, federation, directory integrations, and access fulfillment workflows. 

• Run ITSM-aligned operations: incident, problem, change, request, and knowledge management with clear escalation paths and on-call readiness. 

• Establish and report SLAs/SLOs and operational KPIs, including availability, MTTR, ticket throughput, backlog health, and quality metrics (mis-provisioning, rework, escalations). 

• Own operational communications: status updates, planned maintenance notices, user-impact messaging, and post-incident reviews with measurable corrective actions. 

Platform operations and integration reliability 

• Oversee operational stability and administration for IAM platforms and dependencies (examples: SSO/MFA platforms, directories, IGA administration, ITSM workflows, HR source-of-truth, APIs/connectors). 

• Partner with architecture and engineering teams to improve reliability, resilience, and deployment outcomes (release readiness, change controls, rollback strategies). 

• Lead audit and compliance execution for access controls: evidence collection, recertification operational execution, control testing support, remediation tracking, and sustained audit readiness. 

Third-party SI partner and managed service leadership 

• Lead performance of Systems Integrators and managed service providers supporting IAM operations and delivery (L2/L3, integrations, platform administration, upgrades, migrations). Defin

• e scopes, deliverables, RACI, runbooks, and acceptance criteria for SI-delivered work and operational run support. 

• Own partner governance: QBRs, KPI scorecards, SLA adherence, staffing plans, coverage model (onshore/offshore), escalations, and continuous improvement commitments. 

• Ensure external partners comply with security standards: least privilege, separation of duties, change control, secure credential handling, logging, and break-glass procedures. 

Automation-first operations and elimination of manual tickets 

• Establish an automation-first operating model targeting removal of repetitive manual tasks and reduction of ticket volume across IAM workflows. 

• Build and manage an automation backlog with measurable outcomes (ticket deflection, cycle-time reduction, increased straight-through processing). 

• Drive workflow orchestration across ITSM, IGA, directories, and SSO using APIs, event-driven triggers, and reusable templates. 

• Expand end-user self-service capabilities (request catalog, automated approvals, MFA recovery flows, identity and access status checks) to reduce Service Desk dependency. 

• Implement a continuous improvement loop: analyze top ticket drivers, remove root causes, standardize processes, improve knowledge, and automate recurring issues. 

AI agents and intelligent IAM operations