Lead global and regional operations for Identity and Access Management services, including Active Directory and Entra ID. Drive reliable, secure service delivery through incident and change management, service-level oversight, vendor coordination, crisis response, automation, and continuous improvement.
Responsibilities
- Lead end-to-end operational service delivery for IAM services, ensuring reliability, security, quality, and compliance.
- Manage ITIL incident, problem, change, and service transition processes, including escalations for major issues.
- Monitor service levels, KPIs, operational health, and improvement plans.
- Drive standardization, automation, simplification, and continuous service improvement.
- Coordinate crisis response for high-impact outages and lead post-incident learning.
- Oversee IAM documentation, vendor support, operational readiness, and partnership with engineering and security teams.
Required Skills
- Identity and Access Management operations
- Active Directory administration
- Microsoft Entra ID operations
- ITIL incident management
- ITIL problem management
- ITIL change management
- Service-level and KPI management
- Crisis and major incident management
- Service transition and operational readiness
- IAM automation and continuous improvement