Lead and manage L1/L2 identity operations, including incident management, service requests, and access management processes, owning end-to-end service delivery.
Provide technical leadership and operational oversight across Active Directory, Microsoft Entra ID, SailPoint, and adjacent identity platforms.
Act as an escalation point for complex identity-related incidents and partner with IT teams to resolve systemic issues.
Define, implement, and own identity operations KPIs including SLA adherence, provisioning and deprovisioning cycle times, and access review completion rates.
Drive automation and process standardization to reduce manual effort and operational risk within identity services.
Ensure identity operations align with security, compliance, and audit requirements across the enterprise.
Develop and coach team members, supporting performance management and operational capability growth.

Bachelor’s degree in information technology, Computer Science, or a related field
7+ years of experience in identity and access management operations or related IT infrastructure roles
4+ years of people leadership experience managing technical operations teams
Hands-on operational experience with Active Directory and Microsoft Entra ID in an enterprise environment
Experience supporting identity governance platforms such as SailPoint or Saviynt
Solid experience with ServiceNow
Experience defining and managing operational KPIs, SLAs, and continuous improvement initiatives

Senior Manager, Identity Operations

Key skills