Manager Identity and Access Management I

Job Description:

The Cloud Identity and Data Security Operations Manager serves as both a people leader and senior technical administrator accountable for the operational management and support of Microsoft 365 cloud services and Identity and Access Management for more than 25000 associates globally. This role provides day-to-day leadership to platform specialists while maintaining hands-on technical oversight to ensure stable secure and reliable service delivery. Responsibilities include overseeing incident and request management troubleshooting complex issues and ensuring operational excellence across supported platforms.

Reporting to the Director CIDS Operations this manager leads a team of identity administrators delivering IAM services to the business through a combination of internal resources and external partners. The role requires close collaboration with global Identity Operations counterparts to drive standardized processes consistent service delivery and alignment with enterprise security and operational standards.

The ideal candidate demonstrates a strong customer-focused mindset sound operational judgment and deep technical expertise across Azure Active Directory and Okta. This role is expected to identify potential security risks or non-standard practices and promptly escalate concerns to leadership to ensure alignment with security policies and best practices.

Job Responsibilities:

Ensure the operational health security availability and performance of Microsoft 365 services including Exchange Online Entra (Azure AD) Microsoft Teams OneDrive for Business and Microsoft Defender.

Lead and manage a team of Microsoft 365 and IAM specialists overseeing the intake prioritization and resolution of incidents and service requests in alignment with defined SLAs and customer satisfaction objectives.

Provide operational oversight and performance management by tracking team metrics reporting results and identifying opportunities for continuous improvement.

Apply sound IT service management practices with a strong focus on security compliance and operational best practices; maintain accurate technical documentation procedures and standards.

Coordinate and troubleshoot cross-functional issues in partnership with the Global Service Desk Network Operations Center vendors and internal technology teams.

Oversee identity lifecycle management activities including onboarding offboarding and access provisioning using Active Directory and related identity platforms.

Administer access to systems applications and data in accordance with defined access models approval requirements and least-privilege principles.

Ensure compliance with applicable regulatory audit and privacy requirements including Sarbanes-Oxley and identity management controls; perform regular access reviews and support audit requests.

Lead the development and optimization of IAM processes automation and scripting to improve efficiency consistency and security across joiner mover and leaver workflows.

Partner with business and IT stakeholders to understand requirements and ensure identity and access services operate in alignment with enterprise security policies and risk-based decision-making.

Job Qualifications:

Bachelors degree in Computer Science Information Technology or a related technical field or equivalent relevant work experience.

Minimum of five (5) years of relevant experience in Microsoft 365 Identity and Access Management or related cloud technologies including prior experience in a leadership or people management role.

Demonstrated ability to lead and manage a technical team including overseeing incident and request fulfillment to meet defined SLAs and service availability expectations.

Strong hands-on experience with Microsoft 365 services including Exchange Online Microsoft Teams and Entra (Azure Active Directory).

Working knowledge of identity platforms and technologies including Active Directory Azure AD LDAP Okta and ADFS with an understanding of joiner mover and leaver processes.

Proficient understanding of IAM and security concepts such as least privilege role-based access control (RBAC) access governance and Microsoft cloud security and compliance best practices.

Experience with security tools and technologies as well as incident and request management workflows within ITSM platforms (e.g. Remedy or similar tools).

Familiarity with Windows PowerShell for automation configuration and operational efficiency.

Strong analytical problem-solving and critical-thinking skills with a demonstrated ability to take ownership of issues and projects through resolution.

Excellent written and verbal communication skills with the ability to work effectively both independently and in cross-functional team environments.

Proven ability to create maintain and improve technical documentation using Microsoft Office and related collaboration tools.

Experience delivering projects on time and within budget while maintaining high availability and reliability for enterprise collaboration and communications platforms.

General Skills and Competencies Required

• Knowledge or familiarity with ITIL processes and methods. ITIL Foundations certification preferred
• Strong technical and non-technical communication skills
• Ability to establish and maintain high levels of customer trust and confidence
• Experience in working within a globalized environment in terms of strategy policies and procedures.
• Ability to work independently efficiently manage time demonstrate grace under pressure flexible.
• Empathetic perspective on the customer point of view