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Company

Cyderes · 7 hours ago

IAM (IGA) - Technical Services Manager

United States

Full-time

Remote

Senior Level

$125K/yr - $145K/yr

5+ years exp

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Responsibilities

Demonstrate in-depth technical capabilities and professional knowledge in Identity and Access Management (IAM) Operations, especially around Identity Governance and Access Management

Lead, mentor, and manage a team of IAM professionals, providing guidance and support to ensure high-performance levels and growth

Act as the primary point of contact for clients, ensuring exceptional service delivery, managing client expectations, and fostering strong client relationships

Oversee the delivery of IAM Managed Services, ensuring adherence to SLAs, KPIs, and industry best practices

Develop and implement operational processes, policies, and procedures to optimize service delivery efficiency and quality

Allocate resources effectively, manage workloads, and ensure the team is adequately trained and equipped to meet client needs

Identify and mitigate operational risks, proactively addressing issues to maintain service continuity

Drive continuous improvement initiatives to enhance service quality, operational efficiency, and client satisfaction

Deliver engaging presentations to clients, effectively communicating the benefits, scope, and value of our IAM solutions during client meetings and pre-sales engagements

Lead effectively in a strong Customer service oriented environment, while managing and prioritzing multiple projects

Lead troubleshooting/technical discussions and root cause analysis for IAM tools such as Okta, SailPoint, and others, ensuring prompt resolution of issues and optimizing tool performance

Lead incident management efforts, ensuring prompt response to production outages/incidents, and overseeing the resolution of incidents timely within agreed SLA

Conduct root cause analysis for incidents, identifying underlying issues and implementing preventive measures to minimize future occurrences

Conduct Quarterly Business Reviews (QBRs) and monthly reporting calls with clients to review KPIs, project progress, and identify areas for improvement

Develop and maintain reports on Key Performance Indicators (KPIs) to provide clients with insights into the effectiveness of our IAM services

Monitor team performance and service metrics, providing regular reports and recommendations for improvement

Support North American and European clients during their time zones and on-call duties for critical incidents

Qualification

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Access ManagementManaged Services operationsSailPoint IIQSailPoint IDNPingOktaClient relationship managementData analytics methodsCISSP certification

Required

5+ years of experience in IAM operations with at least 2 years experience in a similar role

5+ years of Managed Services operations experience with one of the tools – SailPoint IIQ, SailPoint IDN, Ping & Okta

Engage 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, objectives, deliverables, timelines, and resource requirements

Strong knowledge of IAM solutions, technologies, and industry best practices

Excellent leadership and team management skills

Proven experience in client relationship management

Strong problem-solving and decision-making abilities

Exceptional communication and interpersonal skills

Excellent analytical skills and knowledge of data analytics methods

Possession of the CISSP certification or equivalent