IAM Operations - Operation Readiness

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all. 

IAM OPERATIONAL SERVICE - Business Engagement and Management

Today’s world is fueled by vast amounts of information. Data is more valuable than ever before. Protecting data and information systems is central to doing business, and everyone in EY Information Security has a critical role to play. Join a global team of over 950 people who collaborate to support the business of EY by protecting EY and client information assets! Our Information Security professionals enable EY to work securely and deliver secure products and services, as well as detect and quickly respond to security events as they happen. Together, the efforts of our dedicated team help protect the EY brand and build client trust.

Within Information Security we blend risk strategy, digital identity, cyber defense, application security and technology solutions as we consider the entire security lifecycle. You will join a team of hardworking, security-focused individuals dedicated to supporting, protecting and enabling the business through innovative, secure solutions that provide speed to market and business value.

The opportunity

Identity and Access Management (IAM) organization, a part of Information Security which enables over 330,000 individuals across 140+ countries to access systems and information securely. As a member of the Identity and Access Management (IAM) team this position will contribute towards execution of an IAM roadmap that meets security requirements, including but not limited to security for, a complex Active Directory (AD) environment, hybrid cloud deployment, mobile computing, policy driven security, SSO, user provisioning/de-provisioning, and federation focusing on multiple protocols (SAML, OpenID, Azure AD)

We offer opportunities to develop new skills and progress your career receiving support, coaching and feedback from colleagues around the world. This role will give you an opportunity to work with some of the best talent in the industry!

The IAM Operations Service Manager is responsible for driving global consistency, operational readiness, and continuous improvement across IAM Operational Services (services delivered by IAM Operations).

This role acts as a central coordination and business engagement point across IAM Operations domains (Identity, Group/Directory Services, and Infrastructure), ensuring:

• IAM Operational Services are standardized, scalable, and aligned globally
• New technologies are operationally ready for production within IAM Operations
• Transitions into operations are structured, controlled, and aligned to ITIL practice
• Continuous improvement is driven through feedback, metrics, and governance

The role facilitates and coordinates across teams, rather than owning technical delivery or full-service lifecycle accountability.

Your Key Responsibilities

Global IAM Operational Services Alignment & Process Standardization

• Align IAM Operations processes into a consistent global delivery model
• Identify and incorporate regional or country-specific nuances
• Maintain standardized processes, policies, and documentation
• Ensure consistency across Identity, Group Management, and Infrastructure

Operational Readiness & Transition Management

• Establish and maintain Operational Readiness and Transition frameworks
• Define readiness scope, success criteria, and transition requirements
• Coordinate onboarding of new IAM technologies into operations
• Capture and validate operational requirements before service acceptance
• Facilitate readiness reviews and signoff processes with technical leads

Service Improvement, Intake & Governance

• Coordinate intake and prioritization of service improvement initiatives
• Drive continuous improvement based on post-implementation insights
• Identify opportunities for automation, optimization, and enhancements

BAU Support Enablement & Service Performance Facilitation

• Support service performance monitoring with Service Owners
• Collect and communicate user feedback
• Identify and escalate operational issues
• Analyze tool performance and identify improvements

Governance, Compliance & Standards

• Review and confirm that changes and enhancements to IAM Operational Services align with established IAM business rules, governance requirements, and operational standards
• Ensure all updates are consistent, compliant, and maintain global alignment across IAM Operations
• Document and communicate any required changes to IAM policies, procedures, or supporting tools to reflect updates and maintain consistency
• Ensure self-service support resources and knowledge materials are established, kept up to date, and are globally accessible to support IAM Operational Services delivery

Stakeholder Engagement & Cross-Team Coordination

• Act as liaison between IAM Operations, Infrastructure, Solutions teams, and users
• Communicate service changes and operational impacts

Testing, Implementation & Change Enablement

• Coordinate IAM Operations UAT and rollout activities
• Support test plan development

Monitoring, Stability & Operational Health

• Coordinate and facilitate the establishment of monitoring and reporting mechanisms to support the stability of IAM Operational Services
• Ensure appropriate reporting and analytics capabilities are defined, available, and aligned to support Service Owners and operational teams
• Coordinate and support problem management activities by ensuring issues are routed, tracked, and addressed through the appropriate teams
• Enable continuous service stabilization by facilitating cross-team discussions, follow-ups, and alignment on remediation actions

Skills and Attributes for success

Core Skills & Competencies

• Strong analytical and problem-solving capabilities to assess complex IAM Operational Services challenges, identify root causes, and recommend solutions that are operationally feasible and aligned with business priorities
• Demonstrated ability to manage multiple and shifting priorities across a globally distributed environment, balancing operational needs with long-term improvement objectives
• Advanced critical thinking skills to evaluate current processes, identify gaps, and drive improvements that maintain service continuity, minimize risk, and enhance user experience
• Strong consultative and facilitation skills, with the ability to guide discussions, challenge constructively, and drive alignment across technical and business stakeholders

Communication & Stakeholder Engagement

• Excellent interpersonal, written, and verbal communication skills, with the ability to engage effectively with technical teams, business stakeholders, and senior leadership across geographies
• Ability to adapt communication style to diverse audiences, present complex concepts clearly, and support decision-making through structured insights and recommendations
• Proven ability to build and maintain strong working relationships across IAM Operations, Infrastructure, and partner teams to enable collaboration and knowledge sharing
• Confidence in facilitating cross-team discussions, escalating issues appropriately, and influencing outcomes without direct authority

Operational & Service Management Expertise

• Strong understanding of IAM Operational Services delivery, including identity lifecycle processes, provisioning, access management, and operational support models
• Experience in defining and improving operational readiness, transition frameworks, and service improvement processes
• Familiarity with ITIL principles and their application in service transition, change management, problem management, and continuous improvement
• Ability to drive operational consistency through standardized processes, governance, and global alignment

Technical Knowledge

• Working knowledge of IAM technologies and infrastructure, including:
• Active Directory services (AD DS, AD FS, AD CS, etc.)
• Identity governance and provisioning tools (e.g., SailPoint, etc.)
• Federation, PKI, authentication, and directory services platforms
• Broad understanding of enterprise IT environments to assess the impact of changes, connectivity considerations, and dependencies across systems
• Familiarity with service management and knowledge-sharing tools (e.g., knowledge bases, collaboration platforms) to enable consistent operational delivery

Experience

• 7–10 years of experience in IAM Operations, IT infrastructure, or service management within a large, complex enterprise environment
• Proven experience supporting or enabling:
• IAM Operational Services delivery
• Operational readiness and service transitions
• Continuous improvement and process optimization initiatives
• Experience working across multiple regions and teams, with an understanding of global operational challenges and requirements

Certifications (Preferred)

• ITIL Foundation (or equivalent service management certification)
• Relevant Microsoft or IAM-related certifications (e.g., identity, directory, or infrastructure technologies)

What we look for

We are looking for a highly collaborative and analytical IAM professional who can operate effectively in a global, cross-functional environment to drive alignment, operational readiness, and continuous improvement across IAM Operational Services. The ideal candidate brings strong facilitation, communication, and problem-solving skills, with the ability to influence outcomes, coordinate across multiple teams, and translate complex operational needs into structured, scalable processes. A proactive mindset, combined with experience in IAM operations and infrastructure, is key to enabling consistent, high-quality service delivery and ongoing optimization.

What we offer

As part of this role, you will work in a highly coordinated, globally diverse team with the opportunity and tools to grow, develop and drive your career forward. Here, you can combine global opportunity with flexible working. The EY benefits package goes above and beyond too, focusing on your physical, emotional, financial and social well-being. Your recruiter can talk to you about the benefits available in your country. Here’s a snapshot of what we offer:

• Continuous learning: You will develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We will provide the tools and flexibility, so you can make a significant impact, your way.
• Transformative leadership: We will give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You will be accepted for who you are and empowered to use your voice to help others find theirs.

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