Senior Service Delivery Manager

Response Informatics; Zaandam; On-site; EUR 90,000 - 120,000; Full time

Job summary

Response Informatics is seeking an experienced Service Delivery Manager to lead IAM and IGA delivery across multiple client environments. You will own end-to-end service delivery, governance, and improvements while coordinating security, infrastructure, and application teams.

The role emphasizes stakeholder management, incident handling, and continuous service optimization within enterprise IAM programs and managed services.

Qualifications

• Bachelor’s degree in computer science, information technology, engineering, or a related discipline.

Responsibilities

• Own end-to-end delivery of IAM and IGA services across multiple customer environments.
• Ensure services meet contractual commitments, SLAs, KPIs, and targets.
• Establish governance for service reviews and continuous improvement.
• Drive automation and standardization to improve service quality.
• Oversee joiner/mover/leaver (JML) and access provisioning workflows.
• Lead incident, problem, and change management for IAM services.
• Monitor performance dashboards and ensure security/compliance alignment.

Skills

IAM management

IGA management

SailPoint IIQ

Saviynt

ISIM

Okta

Ping Identity

ITIL

ServiceNow

RBAC

Access Reviews

SoD

PAM

Education

Bachelor’s degree in CS/IT/Engineering

Tools

ServiceNow

SailPoint IIQ

Saviynt

ISIM

Okta

Ping Identity

Job description

We are seeking an experienced Service Delivery Manager (SDM) to lead the delivery and operational management of Identity and Access Management (IAM) and Identity Governance & Administration (IGA) services. The ideal candidate will have strong expertise in managing enterprise IAM environments and supporting multiple IGA platforms such as SailPoint, Saviynt, IBM Security Identity Manager (ISIM), and other industry-leading identity solutions.

This role is responsible for ensuring high-quality service delivery, operational excellence, customer satisfaction, stakeholder management, governance, and continuous improvement across IAM programs and managed services engagements. The Service Delivery Manager will act as a trusted partner for customers, security teams, business stakeholders, and delivery organizations while driving service stability, compliance, and transformation initiatives.

Key Responsibilities

Service Delivery Management

• Own end-to-end delivery of IAM and IGA services across multiple customer environments.
• Ensure services are delivered in accordance with contractual commitments, SLAs, KPIs, and operational targets.
• Establish governance frameworks for service reviews, operational reviews, and continual service improvement initiatives.
• Drive operational excellence through process optimization, automation, and service standardization.
• Manage service transition activities from implementation projects into steady-state operations.
• Ensure seamless coordination between support, engineering, infrastructure, and security teams.

Client & Stakeholder Management

• Serve as the primary point of contact for customers regarding service delivery matters.
• Build and maintain strong relationships with customer stakeholders and business leaders.
• Manage customer escalations and ensure timely resolution of service-related issues.
• Conduct periodic service reviews and present operational performance, risks, and improvement plans.
• Collaborate with security, compliance, infrastructure, and application teams to align service objectives with business requirements.
• Drive customer satisfaction through proactive engagement and value-driven service delivery.

IAM & IGA Operations Leadership

• Oversee support and operational management of IAM and IGA platforms, including:
• SailPoint IdentityIQ (IIQ)
• SailPoint Identity Security Cloud (ISC)
• Saviynt
• IBM Security Identity Manager (ISIM)
• Other enterprise identity governance solutions
• Ensure efficient execution of:
• Joiner-Mover-Leaver (JML) processes
• User provisioning and deprovisioning
• Access requests and approvals
• Access certifications and reviews
• Identity lifecycle management
• Monitor operational performance and ensure adherence to security and compliance requirements.

Incident, Problem & Change Management

• Lead the management of incidents, service requests, problems, and changes related to IAM services.
• Drive major incident resolution and facilitate root cause analysis.
• Ensure timely communication and stakeholder updates during critical service disruptions.
• Identify recurring issues and implement preventive and corrective actions.
• Improve operational stability through proactive monitoring and service improvements.

Performance & Operational Excellence

Service Performance Management

• Define and monitor service delivery metrics and operational dashboards.
• Analyze trends and identify improvement opportunities across service operations.
• Implement operational best practices to improve service quality and efficiency.
• Drive initiatives focused on automation, reduction of manual effort, and operational maturity.
• Ensure continuous alignment with customer expectations and business goals.

Compliance, Security & Governance

• Ensure all IAM services comply with organizational security standards and regulatory requirements.
• Support audit activities and remediation efforts.
• Maintain compliance with frameworks and standards such as:
• SOX
• ISO 27001
• NIST
• GDPR
• Organizational security policies
• Track security risks and ensure timely mitigation.
• Support governance activities related to identity lifecycle, access reviews, segregation of duties, and privileged access.
• Manage budgeting, forecasting, resource planning, and utilization for service delivery teams.
• Monitor service costs and identify opportunities for optimization and efficiency.
• Support commercial discussions, contract governance, renewals, and service expansion opportunities.
• Ensure appropriate staffing levels and skill alignment to meet business demands.

Required Qualifications

Education

• Bachelor’s degree in computer science, Information Technology, Engineering, or a related discipline.

Experience

• 8-15 years of overall IT experience.
• Minimum 5+ years of experience in Service Delivery Management, Managed Services, or Operations Leadership.
• Demonstrated experience managing IAM and IGA support programs.
• Experience working in customer-facing roles involving governance and executive stakeholder interactions.
• Proven track record in managing SLA-driven support environments and service transformations.

Technical Expertise

Identity Governance & Administration

• SailPoint IdentityIQ (IIQ)
• SailPoint Identity Security Cloud (ISC)
• Saviynt
• IBM Security Identity Manager (ISIM)
• Okta
• Ping Identity

IAM Capabilities

• Identity Lifecycle Management
• Joiner-Mover-Leaver (JML)
• Role-Based Access Control (RBAC)
• Access Reviews & Certification Campaigns
• Segregation of Duties (SoD)
• Identity Governance & Compliance

Service Management

• ITIL Framework
• ServiceNow
• Change Management

Security & Compliance

• SOX
• ISO 27001
• NIST
• GDPR
• Privileged Access Management (PAM)
• Audit & Compliance Controls

Preferred Qualifications

• CISSP, CIAM, CISM, ITIL, or equivalent industry certifications.
• Experience leading global IAM support teams and managed services engagements.
• Exposure to IAM transformation, cloud identity, and access governance modernization initiatives.
• Project and program management experience using Agile, Scrum, or traditional delivery methodologies.
• Experience supporting large enterprise IAM environments with multiple integrated applications.