Senior Service Delivery Manager
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. 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
Core Responsibilities
Lead the delivery and operational management of IAM and IGA services, ensuring service quality, stability, compliance, customer satisfaction, and effective stakeholder governance. Manage SLA-driven support and service transformation while driving continuous improvement across IAM programs and managed services engagements.
Requirements
Requires a bachelor’s degree in computer science, information technology, engineering, or a related discipline, along with 8–15 years of overall IT experience and at least 5 years in service delivery, managed services, or operations leadership. Candidates should have experience managing IAM and IGA support programs, customer-facing governance and executive interactions, and SLA-driven service environments, with familiarity across leading identity platforms and security compliance frameworks.
About Response Informatics
Industry: IT Services and IT Consulting
Company size: 51-200 employees
Response Informatics is a globally established end-to-end technology and enterprise-level management consulting company. We have our corporate offices in New Jersey, USA, and Hyderabad, India. Incorporated in 1996, we have been sailing the ship with a single goal, the global adaption of the best technological and result driven practices for business growth. With a humble start with management consulting and global staffing solutions, we have moved up the ladder sharply and significantly. Soon enough, we were delivering in various verticals and services ranging from enterprise level software and application development. From mere technological consultation to high end, in-depth Centres of Excellence for cutting edge technologies such as Blockchain, Artificial intelligence, Data analytics, Robotic Process Automation, Internet of Things. Every aspect of the technology dealt in and every service undertaken is entirely consumer-centric data-driven and most importantly, has its fundamentals dug deep into our result oriented strategies or ideologies.