The Director of Identity Operations is responsible for the daytoday operation stability and service delivery of enterprise identity platforms and services ensuring reliable execution of core identity transactions such as Joiner / Mover / Leaver (JML) and Request / Approve / Provision (RAP).

This role owns Identity Product Operations including platform operations for SailPoint IdentityIQ (and future SailPoint Identity Security Cloud) BeyondTrust PAM and other enterprise IAM platforms. Responsibilities include platform availability monitoring maintenance upgrades break/fix support emergency response and offhours change execution but explicitly exclude solution build configuration design or development which remain with IAM product and engineering teams.

The Director is accountable for Level 1 and Level 2 IAM operational support including service desk integration incident and request management issue resolution and adherence to defined service levels. The role provides oversight of both dedicated internal staff and managed service providers (MSPs) to ensure consistent highquality and scalable IAM service delivery.

Our employee experience is a strategic priority for our company. Our leaders are accountable for leading with purpose fairness and equity. They are responsible for building and developing diverse teams maintaining a safe and inclusive environment setting clear priorities and holding self and team accountable for executing with excellence.

PRIMARY DUTIES AND RESPONSIBILITIES:

Identity Operations & Service Delivery

• Leads the daytoday operation of enterprise IAM services ensuring reliable timely and accurate execution

• Owns operational delivery of JML and RAP processes including provisioning deprovisioning changes and access remediation

• Ensures consistent execution of standard operating procedures (SOPs) runbooks and escalation models

• Maintains operational readiness across workforce customer and partner identity services

IAM Platform & Product Operations

• Owns platform operations for enterprise IAM technologies including:

  • SailPoint IdentityIQ and transition to SailPoint Identity Security Cloud (ISC)

  • BeyondTrust PAM

  • Other workforce customer and access governance platforms as applicable

• Ensures platform availability health monitoring maintenance patching and vendorsupported upgrades

• Coordinates break/fix support defect triage and issue resolution in partnership with vendors and product teams

• Executes emergency access changes breakglass procedures and offhours production support as required

• Acts as the operational owner for platform stability while partnering with product teams on roadmapdriven changes

Support Model & MSP Oversight

• Owns Level 1 and Level 2 IAM support models including integration with enterprise IT Service Desk

• Oversees managed service providers supporting IAM operations and platforms

• Defines and enforces SLAs OLAs KPIs escalation paths and quality standards

• Drives vendor performance management operational maturity and cost efficiency

Service Reliability Incident Response & Change Support

• Leads IAM incident problem and major incident management including root cause analysis and remediation tracking

• Ensures 24x7 operational coverage for critical identity services including oncall and afterhours support models

• Supports offhours and emergency production changes including identity remediation and access restoration

• Partners with IAM product and engineering teams to reduce operational risk through improved designs and automation

Metrics Automation & Continuous Improvement

• Defines and tracks servicelevel objectives (SLOs) SLAs and operational KPIs for IAM services and platforms

• Drives automation selfservice and straightthrough processing to reduce manual effort and error rates

• Uses operational data to identify systemic issues and improvement opportunities

• Continuously improves identity service reliability speed and user experience

Risk Controls & Compliance Execution

• Ensures IAM operations execute in compliance with security policies standards and regulatory controls

• Owns operational evidence collection audit support and remediation tracking

• Partners with cybersecurity risk and compliance teams on control sustainability

• Ensures identity access provisioning and removal meet regulatory and business expectations

Leadership & Organizational Accountability

• Leads and develops a highperforming IAM Operations and Platform Ops team

• Establishes clear accountability between operations product engineering and service providers

• Participates in workforce planning budget management and capacity modeling

• Communicates operational posture risks and performance metrics to IAM leadership and executives

WORK EXPERIENCE:

• 10 years of experience in IAM security operations or enterprise service delivery

• 5 years in a leadership role managing technology operations teams and/or managed service providers

• Demonstrated experience operating identity lifecycle and access management services at scale

• Experience supporting regulated environments with strong control and audit expectations

SKILLS & KNOWLEDGE:

Behavioral Skills:

• Operational Leadership and Accountability

• Vendor and Service Provider Management

• DataDriven Decision Making

• Stakeholder Communication and Issue Escalation

• Continuous Improvement Mindset

• Customer and User Experience Focus

Technical Skills:

• Identity Lifecycle Management (JML)

• Request / Approve / Provision (RAP) workflows

• IAM Operations and Service Models

• Incident Problem and Change Management

• Identity Controls and Risk Execution

• Automation and SelfService Enablement

Tools Knowledge:

• SailPoint IdentityIQ / Identity Security Cloud (ISC)

• BeyondTrust PAM

• Microsoft Entra ID Okta (operational support context)

• ITSM platforms (e.g. ServiceNow)

• Identity workflow engines and provisioning systems

• Monitoring alerting and reporting tools

• MSP governance and SLA tracking tools

.

EDUCATIONAL QUALIFICATIONS:
Education:
Masters Degree in Business Administration Computer Science Information Technology or any other related discipline or equivalent related experience.

Preferred Certifications:
Certified Information Systems Auditor (CISA)
Certified Information Systems Security Professional (CISSP)
Certification in Information Security Strategy Management (CISM)
Information Technology Infrastructure Library (ITIL)
Offensive Security Certified Professional (OSCP)

Project Management Professional (PMP) Certification

WORK EXPERIENCE:
10 years of directly-related or relevant experience with 5 years in a managerial capacity preferably in information security.

SKILLS & KNOWLEDGE:
Behavioral Skills:
Coaching and Mentoring
Decision Making
Impact and Influencing
Leadership Skills
Multitasking
People Management
Planning

Technical Skills:
IT Risk Management
IT Controls
Information Security Strategy Standards (SOX ISO 27001/27002 COBIT ITIL NIST PCI)
Enterprise Architecture
Network Security
Service Level Maintenance
Information Security Strategy Continuity
Threat Modelling

Tools Knowledge:
Microsoft Office Suite
Security Tools - SIEM EDR Email Security Gateway SOAR Firewall Anti-virus Firewalls VPN IDS/IPS AV proxies etc.
Security Testing Tools - Open Source and COTS security tools
Threat Intelligence Tools
Vulnerability Testing Tools

What Cencora offers

Benefit offerings outside the US may vary by country and will be aligned to local market practice. The eligibility and effective date may differ for some benefits and for team members covered under collective bargaining agreements.

Affiliated Companies

Equal Employment Opportunity

Cencora is committed to providing equal employment opportunity without regard to race color religion sex sexual orientation gender identity genetic information national origin age disability veteran status or membership in any other class protected by federal state or local law.

The companys continued success depends on the full and effective utilization of qualified individuals. Therefore harassment is prohibited and all matters related to recruiting training compensation benefits promotions and transfers comply with equal opportunity principles and are non-discriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment please call 888.692.2272 or email . We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned