Sr Identity & Access Managements Operations Manager - Active Directory

The Operations Manager for Info Sec IAM leads and continuously improves end-to-end service delivery for Identity and Access Management services on a regional and global basis. This role ensures secure, integrated, efficient, and reliable IAM operations that protect company information assets and align IT access with business needs.

CINCINNATI GENERAL OFFICES

The Operations Manager for Info Sec IAM leads and continuously improves end-to-end service delivery for Identity and Access Management services on a regional and global basis. This role ensures secure, integrated, efficient, and reliable IAM operations that protect company information assets and align IT access with business needs.

Operations Managers are expected to:

• Deliver operational excellence through leveraging different practices such as ITIL and SRE
• Have an in-depth understanding of the service and business, and ensure that the support model and other operational requirements such as SLAs and OLAs meet the customer and partner’s expectations
• Continuously look for opportunities to drive efficiencies through standardization, automation, and simplification
• Lead the crisis management activities for complex and high impact outages.
• Participate in or are accountable for all aspects of service delivery including overall quality of service, service transition, vendor management, and service level management across critical IAM services

The Operations Manager for Info Sec IAM manages key IAM applications, Active Directory platforms, and supporting infrastructure used to enable secure authentication, authorization, and use of Group Policy Objects, as well as critical aspects of Company owned Entra  role requires strong operational leadership, practical technical depth, and the ability to work across engineering, service delivery, vendors, security partners, and business stakeholders to maintain resilient and secure IAM services.

This role is part of the Info Sec IAM Operations and supports global Active Directory Services, Entra , and related IAM capabilities. The team works across multiple regions and partners closely with Level 2 operations, Level 3 specialists, engineering, product and service owners, vendors, and security stakeholders to deliver stable, secure, and continuously improving IAM operations.

• Lead end-to-end operational service delivery for assigned Info Sec IAM services, ensuring service quality, reliability, security, and compliance with internal standards and business expectations.
• Drive ITIL-based incident, problem, change, and service transition processes, including escalation leadership for complex or high-impact service issues.
• Resolve complex operational problems, improve procedures, and facilitate clear communication across technical teams, service owners, vendors, and business stakeholders.
• Define, monitor, and improve service levels, KPIs, metrics, operational health measures, and action plans that improve service performance and customer experience.
• Continuously identify opportunities to standardize, automate, simplify, and improve IAM operations using practices such as ITIL, SRE, agile, automation, and continuous service improvement.
• Lead or participate as an domain SME in crisis management activities for high-impact outages, ensuring timely coordination, decision-making, stakeholder communication, and post-incident learning.
• Maintain operational documentation, knowledge articles, procedures, training plans, and reports needed to support service quality, compliance, and business continuity.
• Partner with engineering, product owners, solution managers, and security stakeholders to ensure new capabilities are supportable, secure,…