Position OverviewWe are seeking an experienced Service Delivery Manager (SDM) to lead the delivery and operational management of Identity and Access Management (IAM) and Identity Governance & Administration (IGA) services. The ideal candidate will have strong expertise in managing enterprise IAM environments and supporting multiple IGA platforms such as SailPoint, Saviynt, IBM Security Identity Manager (ISIM), and other industry-leading identity solutions.This role is responsible for ensuring high-quality service delivery, operational excellence, customer satisfaction, stakeholder management, governance, and continuous improvement across IAM programs and managed services engagements. The Service Delivery Manager will act as a trusted partner for customers, security teams, business stakeholders, and delivery organizations while driving service stability, compliance, and transformation initiatives.Key ResponsibilitiesService Delivery ManagementOwn end-to-end delivery of IAM and IGA services across multiple customer environments.Ensure services are delivered in accordance with contractual commitments, SLAs, KPIs, and operational targets.Establish governance frameworks for service reviews, operational reviews, and continual service improvement initiatives.Drive operational excellence through process optimization, automation, and service standardization.Manage service transition activities from implementation projects into steady-state operations.Ensure seamless coordination between support, engineering, infrastructure, and security teams.Client & Stakeholder ManagementServe as the primary point of contact for customers regarding service delivery matters.Build and maintain strong relationships with customer stakeholders and business leaders.Manage customer escalations and ensure timely resolution of service-related issues.Conduct periodic service reviews and present operational performance, risks, and improvement plans.Collaborate with security, compliance, infrastructure, and application teams to align service objectives with business requirements.Drive customer satisfaction through proactive engagement and value-driven service delivery.IAM & IGA Operations LeadershipOversee support and operational management of IAM and IGA platforms, including:SailPoint IdentityIQ (IIQ)SailPoint Identity Security Cloud (ISC)SaviyntIBM Security Identity Manager (ISIM)Other enterprise identity governance solutionsEnsure efficient execution of:Joiner-Mover-Leaver (JML) processesUser provisioning and deprovisioningAccess requests and approvalsRole managementAccess certifications and reviewsIdentity lifecycle managementMonitor operational performance and ensure adherence to security and compliance requirements.Incident, Problem & Change ManagementLead the management of incidents, service requests, problems, and changes related to IAM services.Drive major incident resolution and facilitate root cause analysis.Ensure timely communication and stakeholder updates during critical service disruptions.Identify recurring issues and implement preventive and corrective actions.Improve operational stability through proactive monitoring and service improvements.Performance & Operational ExcellenceService Performance ManagementDefine and monitor service delivery metrics and operational dashboards.Analyze trends and identify improvement opportunities across service operations.Implement operational best practices to improve service quality and efficiency.Drive initiatives focused on automation, reduction of manual effort, and operational maturity.Ensure continuous alignment with customer expectations and business goals.Compliance, Security & GovernanceEnsure all IAM services comply with organizational security standards and regulatory requirements.Support audit activities and remediation efforts.Maintain compliance with frameworks and standards such as:SOXISO 27001NIST

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Service Delivery Manager-(IAM)/(IGA)