IAM Technical Lead​/Service Delivery Lead

IAM Technical Lead / Service Delivery Lead About the role

Experienced Identity and Access Management (IAM) Technical Lead / Service Delivery Lead with strong technical and operational experience across Saviynt, Astrix Security, Microsoft Entra , Azure AD B2C / Entra External , and Cisco Duo.

The role will provide technical leadership and service delivery oversight for a large-scale enterprise IAM environment covering approximately 72K Saviynt users, 19K Astrix-managed accounts, 800 applications across Entra /B2C/Duo, and approximately 2,000 L1/L1.5 support tickets per month.

The individual will be responsible for ensuring platform stability, SLA/KPI performance, incident and problem management, technical escalations, engineering enhancements, automation, continuous service improvement, and effective delivery through onsite/offshore teams.

In this role, you will:

• Provide technical oversight and escalation support for incidents, service requests, problems, changes, major incidents, security issues, and production escalations.
• Perform and lead Root Cause Analysis (RCA) for recurring or major IAM incidents and drive permanent corrective and preventive actions.
• Analyze support trends, recurring incidents, ticket volumes, backlog, aging, and service performance to identify opportunities for improvements.
• Drive continuous service improvement, including ticket reduction, automation, self-service, shift-left, operational standardization, monitoring improvements, and knowledge management.
• Identify repetitive IAM operational activities that can be automated using REST APIs, Power Shell, scripting, workflow automation, or platform-native capabilities.
• Develop and maintain runbooks, SOPs, troubleshooting guides, knowledge articles, architecture/design documentation, operational procedures, and support documentation.
• Monitor IAM platform health, operational metrics, security risks, incidents, and service performance, and proactively resolve issues impacting service quality.
• Responsible for IAM service quality and operational outcomes, including SLA/KPI performance, platform stability, incident reduction, backlog management, automation, and continuous service improvement.
• Participate in periodic service, operational, technical, and planning reviews with client and internal stakeholders.
• Provide technical leadership, mentoring, and guidance to onsite and offshore IAM engineering and support teams.
• Participate in capacity and staffing planning based on project demand, ticket volumes, operational requirements, technology roadmap, and service improvement initiatives.
• Ensure projects, enhancements, and operational deliverables are completed within agreed scope, cost, quality, and timelines.
• Collaborate effectively with IAM, Cybersecurity, Infrastructure, Cloud, Application, Service Management, and Business teams to resolve issues and deliver IAM capabilities.
• Develop and present client documentation, status reports, operational dashboards, service metrics, risks/issues, improvement plans, and performance reports.
• Demonstrate strong client-facing communication, stakeholder management, analytical, troubleshooting, and problem-solving capabilities.

We strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a remote position open to qualified applicants in the United States. Regardless of your working arrangement, we are here to support a healthy work-life balance though our various wellbeing programs.

The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.

What you need to have to be considered

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