FLEX Senior Manager, IGA Operations & Service Delivery

Marriott•Bethesda, MD

27d•$48 - $83•Hybrid

About The Position

Responsible for leading production operations, service delivery, operational governance, and managed service provider oversight for Marriott's Identity Governance and Administration (IGA) ecosystem. This role serves as the operational leader for Marriott's IGA platforms and is accountable for service delivery, operational effectiveness, platform stability, service reliability, SLA achievement, vendor performance, and continuous operational improvement. The FLEX Senior Manager, IGA Operations & Service Delivery partners closely with the Director of IGA, Product Owners, Architects, Engineering Teams, Security Operations, Infrastructure Teams, Service Desk, and business stakeholders to govern operational support activities, vendor performance, incident management, operational readiness, and production sustainment. This role provides leadership across India-based support teams, managed service providers, and contracted engineering teams responsible for supporting Marriott's IGA services after production deployments while ensuring the successful transition, operation, and continuous improvement of production functionality delivered by both internal and external delivery teams.

Requirements

7+ years of progressive experience in Information Technology, Information Security, Identity and Access Management (IAM), Identity Governance and Administration (IGA), or related enterprise technology disciplines
5+ years leading production operations, service delivery, managed services, technical support organizations, or enterprise platform operations supporting business-critical systems
Demonstrated experience supporting enterprise IAM and IGA platforms such as SailPoint, Saviynt, Omada, Microsoft Entra, Okta, Ping Identity, or comparable identity technologies
Apply strong knowledge of enterprise IGA platforms, including SailPoint IdentityIQ, SailPoint Identity Security Cloud (ISC), Saviynt, identity lifecycle management, access requests, provisioning, certifications, RBAC, entitlement governance, access reviews, and operational support processes
Manage production identity services and integrations across directory services, federation platforms, identity infrastructure, ITSM platforms, APIs, middleware, cloud services, monitoring solutions, and enterprise technology ecosystems
Use ITSM platforms and operational tooling to manage ticket queues, incident and problem management, change governance, service requests, operational reporting, KPI measurement, SLA compliance, workflow automation, and service delivery governance
Establish operational monitoring, observability, service health reporting, capacity management, resiliency, disaster recovery support, operational readiness, and production support governance for enterprise IAM environments
Support application onboarding, production deployments, release management, platform upgrades, operational transitions, and service sustainment across complex IAM ecosystems
Govern operational service providers, offshore support organizations, support tooling, service management platforms, and vendor delivery models supporting enterprise-scale identity services

Nice To Haves

Experience leading global delivery teams, including offshore resources, internal teams, managed service providers, contractors, and multiple technology vendors
Experience supporting audit, compliance, risk management, control validation, evidence collection, and regulatory governance requirements within enterprise technology environments
Relevant certifications such as ITIL, SailPoint, CISSP, CISM, PMP, ServiceNow, or equivalent industry credentials

Responsibilities

Lead production operations and service delivery for Marriott's Identity Governance and Administration (IGA) ecosystem, including identity lifecycle management, access governance, provisioning, certifications, directory services, and identity infrastructure platforms
Serve as the operational owner for IGA production services, ensuring platform stability, service reliability, SLA achievement, operational performance, supportability, and continuous service improvement
Govern internal support teams, offshore resources, managed service providers, and contracted engineering teams through service reviews, SLA management, staffing oversight, scorecards, and performance governance
Lead major incident, escalation, root cause analysis, corrective action planning, service restoration, and executive communication activities for production-impacting issues
Govern incident management, problem management, change management, release management, and service restoration processes to maintain production service stability and rapid recovery
Own operational readiness, transition-to-support, release acceptance, knowledge transfer, deployment support, hypercare governance, and operational acceptance for new features, integrations, platform enhancements, and application onboardings
Establish operational standards for monitoring, availability, resiliency, recovery, performance management, capacity planning, and risk mitigation across the IGA ecosystem
Partner with Product Owners, Architects, Developers, Quality Engineers, Engineering Leads, Security Operations, Infrastructure Teams, and Service Desk teams to ensure delivered functionality is stable, supportable, and aligned with operational requirements
Lead, mentor, and develop operational support teams, service delivery personnel, and managed service resources while fostering accountability, operational excellence, knowledge sharing, and continuous improvement
Partner with Internal Audit, Information Security, Compliance, and Risk Management teams to support control validation, evidence requests, remediation activities, and regulatory compliance requirements
Define and maintain operational processes, KPIs, SLAs/SLOs, service metrics, dashboards, and reporting practices that improve transparency and service performance
Drive automation, process optimization, scalability, and continuous improvement initiatives to improve service quality, operational efficiency, and cost effectiveness
Manage operational budgets, vendor financial performance, resource forecasting, support staffing models, managed service expenditures, and capacity planning activities
Communicate operational health, service risks, vendor performance, major incidents, and strategic improvement initiatives to senior leadership, business stakeholders, and technology partners
Partner with the Director of IGA to identify operational risks, capacity constraints, vendor concerns, service improvement opportunities, and strategic operational priorities impacting the overall IGA service