Director, Head of IAM Operations

Job description

About the Role: Grade Level (for internal use): 13 About the Role: The Team: Own and run end-to-end IAM operations to deliver reliable, secure, and scalable identity services across workforce and non-human identities. This role leads global IAM service delivery, third-party SI partners, automation and self-service, and the responsible adoption of AI agents to reduce manual work, improve control quality, and increase operational resilience. Responsibilities and Impact: IAM service ownership and operational excellence Own day-to-day IAM operations across identity lifecycle (joiner-mover-leaver), access requests, SSO, MFA, federation, directory integrations, and access fulfillment workflows. Run ITSM-aligned operations: incident, problem, change, request, and knowledge management with clear escalation paths and on-call readiness. Establish and report SLAs/SLOs and operational KPIs, including availability, MTTR, ticket throughput, backlog health, and quality metrics (mis-provisioning, rework, escalations). Own operational communications: status updates, planned maintenance notices, user-impact messaging, and post-incident reviews with measurable corrective actions. Platform operations...