IGA Operations and Support Lead - VP

Who we are looking for State Street Identity and Access Management is looking for outstanding individuals with excellent intellectual and analytical capabilities, entrepreneurial problem-solving skills, strongcommunications, and influencing capabilities. This role will have a broad range of responsibilities within IAM/IGA.This role can be performed in a hybrid model, where you can balance work from home and office to match your needs and role requirements.

Title:

IGA Operations and Support Leader

Job Description:

The IGA Operations and Support Leader is accountable for the reliable, secure and efficient operation of enterprise identity governance services. The role unifies platform run, access operations, governance operations and service excellence under one operating model while preserving control ownership, service continuity and 24x7 coverage where required.

Key Responsibilities Operational Leadership & Service Management
• Provide single-point accountability across Platform Run, Access Operations, Governance Operations and Service Excellence; lead tower owners through common governance, service ownership and escalation.
• Establish a common service catalogue, intake and priority model, SLAs, scorecard and escalation path; oversee incident, problem, request, change, release, capacity, disaster recovery and service continuity.
• Drive backlog health, root-cause elimination, cross-training and reduction of duplicate handoffs across five support towers and approximately 78 resources.

Platform & Access Operations
• Ensure stable and secure operation of SailPoint, integrations, connectors, batch processing and supporting infrastructure, including L1-L3 support, monitoring and production controls.
• Oversee joiner, mover and leaver administration, provisioning, deprovisioning, queues, reconciliation and exception management.
• Lead operational support for certifications, roles, entitlements, segregation of duties, control execution, evidence production and access reporting.

Service Excellence, Risk & Vendor Management
• Define consistent measures for demand, SLAs, backlog, quality, risk, capacity, automation and customer experience; increase self-service and automate high-volume manual work.
• Maintain audit readiness through clear control ownership, traceable evidence, timely issue management and sustainable remediation.
• Own workforce planning, budget inputs and vendor governance; act as the senior operational interface for technology, cybersecurity, business, application, risk and control stakeholders.

Required Qualifications
• Bachelor's degree in Information Technology, Computer Science, Cybersecurity or a related field, or equivalent experience;
Master's degree preferred.
• 10+ years in IAM, cybersecurity operations or enterprise technology operations, including significant leadership responsibility in a complex, controlled environment.
• Deep knowledge of identity lifecycle operations, provisioning, access certification, roles, entitlements, segregation of duties and reconciliation.
• Leadership experience with SailPoint Identity IQ, Identity Now or an equivalent enterprise IGA platform.
• Strong command of IT service management, operational resilience, production controls, change governance, service measurement, audit and regulatory commitments.
• Experience leading internal teams and third-party providers through service stabilization, transformation and continuous improvement.

Preferred Qualifications
• CISSP, CISM, CISA, ITIL or vendor-specific IGA certification; financial-services or other highly regulated industry experience.
• Knowledge of Service Now, workflow automation, operational analytics, PAM, authentication, zero trust, cloud identity and scripting.

Key Competencies Enterprise…