Identity Access Management Manager

POSITION SUMMARY:

The Manager, Identity and Access Management (IAM), is responsible for leading the day-to-day operations, team development, and continuous improvement of the IAM function. This role establishes operational discipline across IAM services by monitoring service levels, identifying trends, improving processes, and ensuring procedures and runbooks remain accurate and effective. The manager coaches and develops IAM analysts, establishes clear expectations and accountability, and provides technical leadership for IAM engineering initiatives, with a primary focus on improving Okta capabilities, automating identity lifecycle processes, and increasing the reliability, security, and efficiency of IAM services.

JOB DUTIES & KEY RESPONSIBILITIES:

• IAM Operations and Service Delivery:

  • Lead the daily operations of the IAM team and ensure identity and access requests, incidents, and operational activities are completed accurately and within established service levels.

  • Establish, monitor, and report on IAM operational metrics, trends, SLA performance, recurring issues, and improvement opportunities.

  • Use operational data to identify process gaps, reduce manual work, improve response times, and strengthen the user experience.

  • Oversee the development, maintenance, and periodic review of IAM standard operating procedures, support documentation, knowledge articles, and technical runbooks.

  • Establish clear operational ownership, escalation paths, and quality expectations across IAM services.

  • Partner with Service Management, Infrastructure, Applications, Cybersecurity, and business teams to address recurring issues and improve end-to-end service delivery.

  • Serve as an escalation point for complex or high-impact identity and access issues.

  • Support audit, compliance, and control activities by ensuring IAM processes are consistently executed and appropriately documented.

• Team Leadership and Development:

  • Lead, coach, and develop IAM analysts through regular feedback, mentoring, knowledge sharing, and career development.

  • Set clear expectations and help team members strengthen their technical, operational, communication, and problem-solving capabilities.

  • Build team capacity through cross-training, improved documentation, and reduced reliance on individual subject-matter experts.

  • Promote accountability, collaboration, customer service, and continuous improvement across the IAM team.

  • Help team members prioritize work, manage competing demands, and communicate effectively with technical and business stakeholders.

  • Identify skill gaps and establish development plans that support current operational needs and future IAM capabilities.

• IAM Engineering and Continuous Improvement:

  • Provide technical leadership for IAM engineering and process improvement initiatives, with a primary focus on Okta.

  • Identify and implement opportunities to automate identity lifecycle activities, access processes, operational controls, and recurring support tasks.

  • Improve the stability, scalability, security, and supportability of IAM platforms and integrations.

  • Partner with application and infrastructure teams to design and improve authentication, provisioning, deprovisioning, and access management integrations.

  • Establish engineering standards for configuration management, testing, implementation, documentation, and operational handoff.

  • Evaluate recurring incidents and technical issues to determine root causes and develop sustainable corrective actions.

  • Support the implementation and enhancement of single sign-on, multifactor authentication, lifecycle management, and related identity capabilities.

  • Translate IAM requirements and operational challenges into practical technical solutions.

• Identity Lifecycle, Access, and Controls:

  • Oversee identity provisioning, modification, deprovisioning, authentication, and access management processes.

  • Ensure identity lifecycle processes are reliable, timely, appropriately controlled, and aligned with business requirements.

  • Support access reviews, least-privilege practices, audit evidence requests, and remediation activities.

  • Partner with Cybersecurity, Compliance, Internal Audit, and application owners to address IAM-related risks and control requirements.

  • Ensure operational and technical changes follow established change management, testing, approval, and documentation requirements.

• Stakeholder Partnership:

  • Develop strong partnerships across Technology, Cybersecurity, Human Resources, Internal Audit, and business functions.

  • Communicate IAM service performance, operational risks, improvement initiatives, and technical priorities to leadership and key stakeholders.

  • Work with stakeholders to clarify IAM ownership, responsibilities, service expectations, and escalation paths.

  • Represent IAM in operational reviews, projects, audits, and cross-functional initiatives.

  • Balance security, business needs, operational impact, and user experience when developing IAM solutions.

• Other duties as assigned.