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About the role
Key responsibilities & impact- Demonstrate deep technical proficiency in Identity and Access Management (IAM) Operations, with a focus on Identity Governance and Access Management solutions such as SailPoint ISC, SailPoint IIQ, Saviynt and others.
- Lead a team of IAM professionals, promoting a culture and supporting professional growth through development.
- Be the primary contact for clients, ensuring high-quality service delivery, managing expectations.
- Oversee delivery of IAM Managed Services, ensuring compliance with Service level agreements, Goals, and industry best practices.
- Design, implement, and improve operational policies to enhance service quality and delivery efficiency.
- Allocate resources, manage team workloads, and ensure training and support to meet evolving client needs.
- Lead incident response and root cause analysis for production issues and IAM tool outages, ensuring resolution within Service level agreement and implementing preventive actions.
- Manage projects to improve service quality, operational efficiency, and client satisfaction through data-driven insights and partner feedback.
- Deliver presentations and lead client-facing meetings, including Quarterly Business Reviews (QBRs) and monthly Goal reporting calls to review progress and identify areas for improvement.
- Participate in pre-sales engagements by explaining the value and scope of IAM solutions to prospective clients.
- Track team performance and service metrics, providing regular reports and recommendations for continuous improvement.
- Lead customer-focused environment while managing multiple ongoing projects and operational activities.
- Ensure seamless support coverage for North American and European clients by aligning with their time zones and handling critical incidents as part of on-call responsibilities.
Requirements
What you’ll need- 8+ years of experience in IAM operations with at least 3 years' experience in a similar role
- 5+ years of Managed Services operations experience with one of the tools – SailPoint ISC, SailPoint IIQ, Saviynt.
- Participate in pre-sales discussions with potential clients, understanding their requirements, and working with solution architects to design IAM solutions tailored to their needs.
- Develop comprehensive Statements of Work for client engagements, outlining project scope, goals, deliverables, and resource requirements.
- Knowledge of IAM solutions, technologies, and industry best practices.
- Experience in client relationship management and Team management skills.
- Knowledge of data analytics methods
- We consider possession of IGA-related certifications.
Benefits
Comp & perks- ✔ Medical Insurance - Employee + dependents covered
- ✔ Life Insurance - Protection for what matters most
- ✔ Retirement Match Program - We invest in your future
- ✔ Hybrid Work Model - 2–3 days in office
- ✔ Maternity & Paternity Leave - Time for the moments that matter
- ✔ Paid Time Off - PTO + sick & casual leave
- ✔ Bereavement & Volunteer Time - Give back to your community
- ✔ Professional Development - Reimbursement program
- ✔ LinkedIn L&D Platform - Thousands of courses at your fingertips
- ✔ Mobile Phone Reimbursement - Stay connected, on us
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Identity and Access Management (IAM)Identity GovernanceAccess ManagementSailPoint ISCSailPoint IIQSaviyntdata analyticsincident responseroot cause analysisservice quality improvement
Soft Skills
team leadershipclient relationship managementcommunicationproject managementresource allocationtraining and supportproblem-solvingpresentation skillsclient-focused environmentperformance tracking
Certifications
IGA-related certifications