IAM Service Delivery Manager

Syndesus

About The Position

The IAM Service Manager is responsible for ensuring the reliable, secure, and efficient delivery of Identity and Access Management (IAM) services across the enterprise. This role combines service management discipline with strong technical understanding of IAM platforms, processes, and integrations. The ideal candidate is not just operationally strong, but also technically proficient in how IAM solutions function—including identity lifecycle management, authentication, authorization, federation, and privileged access controls. This role serves as the bridge between business stakeholders, support teams, and IAM engineering teams to ensure seamless service delivery. This is not a people management role—it is a hands-on service management role requiring IAM domain expertise.

Requirements

5–7+ years of experience in enterprise IT, with strong exposure to IAM operations and service delivery
Hands-on familiarity with one or more IAM platforms (e.g., Okta, Azure AD, SailPoint, CyberArk)
Solid understanding of: Identity lifecycle management, Authentication protocols (SAML, OAuth, OIDC, LDAP), Access control models (RBAC/ABAC)
Experience managing SLAs, ticket queues, and operational metrics in an IAM environment
Strong communication skills with the ability to translate technical IAM concepts to non-technical stakeholders
Experience with tools such as: ServiceNow or similar ITSM platforms, Microsoft Project, PowerPoint, SharePoint, GitHub (or similar) for documentation and artifact management

Nice To Haves

Experience supporting IAM in cloud environments (Azure, AWS, GCP)
Familiarity with compliance and audit frameworks (SOX, HIPAA, ISO 27001, SOC2)
Exposure to automation and scripting (PowerShell, Python) for IAM processes
Understanding of Zero Trust security models

Responsibilities

Own day-to-day service delivery for IAM platforms, including Identity Governance, SSO, MFA, and Privileged Access Management (PAM)
Ensure all IAM-related tickets (access requests, provisioning, authentication issues, policy changes) are triaged, prioritized, and resolved within SLA
Monitor IAM service health, availability, and performance across platforms
Maintain working knowledge of leading IAM tools such as: Okta, Azure AD (Entra ID), Ping Identity (SSO/Federation), SailPoint, Saviynt (IGA), CyberArk, HashiCorp Vault, BeyondTrust (PAM)
Understand and oversee: Identity lifecycle management (Joiner/Mover/Leaver processes), SAML, OAuth, OIDC authentication flows, Role-Based Access Control (RBAC) and Attribute-Based Access Control (ABAC)
Partner with IAM engineers to coordinate deployments, upgrades, and integrations with enterprise systems (HRIS, AD, cloud platforms)
Oversee incoming IAM-related tickets and service requests, ensuring proper routing to IAM SMEs
Escalate high-priority incidents such as authentication outages, access failures, or security risks
Initiate and manage RFCs for IAM changes (e.g., policy updates, onboarding new applications, MFA changes)
Coordinate IAM patching, upgrades, and maintenance windows
Track and report on IAM-specific KPIs: SLA adherence for access requests and incident resolution, Provisioning/deprovisioning timelines, MFA adoption and authentication success/failure rates
Provide executive-level reporting on IAM service performance, risks, and trends
Support audit and compliance initiatives (SOX, ISO, SOC2) by ensuring proper access controls and documentation
Ensure IAM runbooks, architecture diagrams, and operational documentation are current and accessible
Analyze ticket trends to identify systemic IAM issues (e.g., provisioning failures, misconfigured roles)
Partner with engineering teams to drive automation and reduce manual access management processes
Support creation of end-user documentation for IAM services (e.g., MFA enrollment, password reset, access requests)
Act as liaison between IAM engineering, security, helpdesk, and business stakeholders
Coordinate with helpdesk teams to ensure proper triage of IAM-related issues
Maintain on-call schedules for IAM support coverage