IAM Service Delivery Manager

Overview

The IAM Service Delivery Manager (SDM) supports the Identity and Access Management (IAM) program within the Xerox Cybersecurity organization. This role is responsible for overseeing day-to-day IAM operations, ensuring high availability of IAM systems—primarily Saviynt IGA—and coordinating operational activities across the enterprise in partnership with business, IT, HR, and Cyber teams.

The ideal candidate brings strong leadership skills, operational discipline, and deep understanding of IAM processes to ensure secure, compliant, and efficient identity lifecycle management.

• Lead and manage daily IAM operations with a specialization in Saviynt IGA.
• Manage and mentor a team of 10–15 IAM operations engineers to ensure effective service delivery.
• Serve as the primary point of contact for Saviynt operational issues, escalations, and troubleshooting.
• Review daily IAM health check reports to ensure optimal performance of IAM systems and Joiner Mover Leaver (JML) processes.
• Monitor job failures, error queues, and system alerts; initiate preventive and corrective actions to maintain operational stability.
• Ensure all SLAs and KPIs related to IAM operations are consistently met.
• Provide regular service delivery updates, incident summaries, and operational performance reports to leadership.
• Ensure Saviynt operations comply with internal controls, SOX requirements, and regulatory standards.
• Oversee access reviews, campaign launches, certification cycles, and remediation tracking.
• Support audits by gathering evidence (logs, access history, review reports, system activity records, etc.).
• Identify opportunities to streamline IAM workflows, reduce manual activities, and improve operational efficiency.
• Maintain and update SOPs, runbooks, workflow diagrams, and Saviynt operational documentation.
• Collaborate with HR, Security, IT Operations, Application Owners, and IDM teams for major IAM initiatives, and M&A activities.
• Partner with the IAM project team to represent operational needs in new initiatives.
• Work closely with the Saviynt product vendor to prioritize and resolve open issues and product defects.

• Strong communication and stakeholder management capabilities.
• Proven team leadership and people management experience.
• Ability to multi task and prioritize operational demands based on business requirements.
• Working knowledge of ITIL and service delivery frameworks.
• Saviynt IGA product experience (preferred).
• Strong written and verbal communication skills.
• Excellent organizational skills and attention to detail.
• High standards of personal and professional integrity.

• Bachelor’s degree in computer science, Information Systems, Information Security, Engineering, or related discipline.
• ITIL Foundation certification (preferred).
• Saviynt Specialist or Administrator certification (preferred).
• Industry recognized cybersecurity certifications (e.g., CISM, CISSP) are a plus.
• 10+ years of IT services experience, including at least 5 years in an IAM Service Delivery Manager or Technical Manager role.