Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

We are seeking a Senior Manager who can lead Identity and Access Management initiatives to improve operational efficiency, streamline service delivery, and boost performance with data-driven decision-making. This role will be responsible for leading cross-functional IT teams, optimizing processes, and ensuring the delivery of high-quality, scalable IT services aligned with business goals.
 

Key Responsibilities:
 

Operational Excellence & Process Improvement

Lead and participate in continuous improvement initiatives to streamline workflows and eliminate inefficiencies.Champion the use of automation and AI to reduce manual tasks and improve service consistency.Maintain and improve shift handoff processes to support global operations and improve work-life balance.
 

Service Delivery & Governance

Oversee the end-to-end delivery of IT services, ensuring alignment with SLAs and customer expectations.Establish and maintain strong relationships with stakeholders, vendors, and internal customers through regular engagement and open office hours.Support lifecycle management by identifying and retiring legacy systems and dormant digital assets.

Monitoring Performance Indicators

Define, track, and report on key performance indicators (KPIs) to measure service health, operational efficiency, and team productivity.Use data to drive proactive decision-making and continuous improvement across IT functions.

Leadership & Team Development

Coach and mentor team members, fostering a culture of accountability, collaboration, and innovation.Promote cross-training and knowledge sharing to eliminate single points of failure and build resilient teams.Encourage participation in professional development, stretch assignments, and mentorship programs.
 

Preferred background:

Bachelor’s degree in Information Technology, Computer Science, or related field.8+ years of progressive IT experience, including 5+ years in a leadership role.Proven track record in process improvement, service delivery, and KPI-driven performance management.Working knowledge of IAM technologies and common processes (User directories, account lifecycle, single sign-on, mergers/acquisitions, security methods, change management, communications, etc.)Strong interest in staying up to date with IAM trends, industry standards, and emerging technologies.Excellent communication, stakeholder management, and strategic planning skills.Outstanding customer service skills with a consistent track record to handle fast-paced situations calmly.Strong understanding of ITIL, Lean, or Six Sigma methodologies.