Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Job Description

We are seeking a Senior Manager to lead Identity and Access Management initiatives, champion employee development and drive operational efficiency through streamlined service delivery and data-driven decision-making. This role combines strategic leadership with a focus on building high-performing teams and delivering scalable, secure IT services aligned with business goals.

Key Responsibilities:
 

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.

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.
   

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.