Key Skills

Job Description

Position Overview We are seeking an experienced Service Delivery Manager (SDM) to lead the delivery and operational management of Identity and Access Management (IAM) and Identity Governance & Administration (IGA) services. The ideal candidate will have strong expertise in managing enterprise IAM environments and supporting multiple IGA platforms such as SailPoint, Saviynt, IBM Security Identity Manager (ISIM), and other industry-leading identity solutions. This role is responsible for ensuring high-quality service delivery, operational excellence, customer satisfaction, stakeholder management, governance, and continuous improvement across IAM programs and managed services engagements. The Service Delivery Manager will act as a trusted partner for customers, security teams, business stakeholders, and delivery organizations while driving service stability, compliance, and transformation initiatives. Key Responsibilities Service Delivery Management Own end-to-end delivery of IAM and IGA services across multiple customer environments. Ensure services are delivered in accordance with contractual commitments, SLAs, KPIs, and operational targets. Establish governance frameworks for service reviews, operational reviews, and continual service improvement initiatives. Drive operational excellence through process optimization, automation, and service standardization. Manage service transition activities from implementation projects into steady-state operations. Ensure seamless coordination between support, engineering, infrastructure, and security teams. Client & Stakeholder Management Serve as the primary point of contact for customers regarding service delivery matters. Build and maintain strong relationships with customer stakeholders and business leaders. Manage customer escalations and ensure timely resolution of service-related issues. Conduct periodic service reviews and present operational performance, risks, and improvement plans. Collaborate with security, compliance, infrastructure, and application teams to align service objectives with business requirements. Drive customer satisfaction through proactive engagement and value-driven service delivery. IAM & IGA Operations Leadership Oversee support and operational management of IAM and IGA platforms, including: SailPoint IdentityIQ (IIQ) SailPoint Identity Security Cloud (ISC) Saviynt IBM Security Identity Manager (ISIM) Other enterprise identity governance solutions Ensure efficient execution of: Joiner-Mover-Leaver (JML) processes User provisioning and deprovisioning Access requests and approvals Role management Access certifications and reviews Identity lifecycle management Monitor operational performance and ensure adherence to security and compliance requirements. Incident, Problem & Change Management Lead the management of incidents, service requests, problems, and changes related to IAM services. Drive major incident resolution and facilitate root cause analysis. Ensure timely communication and stakeholder updates during critical service disruptions. Identify recurring issues and implement preventive and corrective actions. Improve operational stability through proactive monitoring and service improvements. Performance & Operational Excellence Service Performance Management Define and monitor service delivery metrics and operational dashboards. Analyze trends and identify improvement opportunities across service operations. Implement operational best practices to improve service quality and efficiency. Drive initiatives focused on automation, reduction of manual effort, and operational maturity. Ensure continuous alignment with customer expectations and business goals. Compliance, Security & Governance Ensure all IAM services comply with organizational security standards and regulatory requirements. Support audit activities and remediation efforts. Maintain compliance with frameworks and standards such as: SOX ISO 27001 NIST GDPR Organizational security policies Track security risks and ensure timely mitigation. Support governance activities related to identity lifecycle, access reviews, segregation of duties, and privileged access. Financial & Resource Management Manage budgeting, forecasting, resource planning, and utilization for service delivery teams. Monitor service costs and identify opportunities for optimization and efficiency. Support commercial discussions, contract governance, renewals, and service expansion opportunities. Ensure appropriate staffing levels and skill alignment to meet business demands. Required Qualifications Education Bachelor’s degree in computer science, Information Technology, Engineering, or a related discipline. Experience 8-15 years of overall IT experience. Minimum 5+ years of experience in Service Delivery Management, Managed Services, or Operations Leadership. Demonstrated experience managing IAM and IGA support programs. Experience working in customer-facing roles involving governance and executive stakeholder interactions. Proven track record in managing SLA-driven support environments and service transformations. Technical Expertise Identity Governance & Administration SailPoint IdentityIQ (IIQ) SailPoint Identity Security Cloud (ISC) Saviynt IBM Security Identity Manager (ISIM) Microsoft Entra ID (Azure AD) Okta Ping Identity IAM Capabilities Identity Lifecycle Management Joiner-Mover-Leaver (JML) Role-Based Access Control (RBAC) Access Reviews & Certification Campaigns Provisioning & Deprovisioning Segregation of Duties (SoD) Identity Governance & Compliance Service Management ITIL Framework ServiceNow Incident Management Problem Management Change Management Service Level Management Security & Compliance SOX ISO 27001 NIST GDPR Privileged Access Management (PAM) Audit & Compliance Controls Preferred Qualifications CISSP, CIAM, CISM, ITIL, or equivalent industry certifications. Experience leading global IAM support teams and managed services engagements. Exposure to IAM transformation, cloud identity, and access governance modernization initiatives. Project and program management experience using Agile, Scrum, or traditional delivery methodologies. Experience supporting large enterprise IAM environments with multiple integrated applications.

Core Responsibilities

The Service Delivery Manager will lead the end-to-end delivery and operational management of IAM and IGA services across customer environments. They are responsible for ensuring contractual compliance, driving operational excellence, and maintaining strong relationships with key business stakeholders.

Requirements

Candidates must have 8-15 years of IT experience with at least 5 years in service delivery or operations leadership within IAM environments. A bachelor's degree in a relevant field is required, along with technical proficiency in leading identity platforms and security frameworks.