Service Delivery Manager – Infinity Quest – Zaandam

Vacatures Zaandam; Zaandam; Hybrid; EUR 90,000 - 120,000; Full time

Job summary

Vacatures Zaandam is seeking an experienced Service Delivery Manager (SDM) to lead IAM/IGA service delivery across multiple client environments in a hybrid role in Zaandam, The Netherlands. You will oversee SailPoint IIQ/ISC, Saviynt, ISIM, and other identity solutions, manage JML, provisioning, RBAC, audits, and drive operational excellence, governance, and customer satisfaction.

The role requires 8–15 years IT with 5+ years in SDM/Managed Services and a bachelor’s degree, with strong

Qualifications

• Bachelor’s degree in computer science, IT, engineering, or related discipline.
• 8-15 years of overall IT experience; 5+ years in Service Delivery Management, Managed Services, or Operations Leadership.
• Demonstrated experience managing IAM and IGA support programs.
• Experience in customer-facing roles involving governance and executive stakeholder interactions.
• Proven track record in managing SLA-driven support environments and service transformations.

Responsibilities

• 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.
• 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.
• Oversee support and operational management of IAM and IGA platforms (IIQ, ISC, Saviynt, ISIM) and lifecycle processes.
• Lead incident, problem, and change management; drive root cause analysis.
• Ensure compliance with SOX, ISO 27001, NIST, GDPR; support audit activities.
• Define and monitor service delivery metrics and operational dashboards; analyze trends.
• Implement ITIL-based processes and service maturity initiatives.
• Support commercial discussions, renewals, and service expansion opportunities.

Skills

IAM governance

Stakeholder management

Service delivery

Incident management

Problem management

Change management

Compliance awareness

Communication

Education

Bachelor’s degree in computer science, IT, engineering, or related discipline

Tools

SailPoint IdentityIQ

SailPoint Identity Security Cloud

Saviynt

IBM Security Identity Manager

Microsoft Entra ID (Azure AD)

Okta

Ping Identity

ServiceNow

Job description

Jobid=637895921850324994 (0.0305)

Job Details

• Role Title : Service Delivery Manager-(IAM)/(IGA)
• Role Type : Permanent - Hybrid
• Role Location: Zaandam ,The Netherlands

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
• Role management
• 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.

Financial & Resource Management

• 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)
• Microsoft Entra ID (Azure AD)
• Okta
• Ping Identity

IAM Capabilities

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

Service Management

• ITIL Framework
• ServiceNow
• Incident Management
• Problem Management
• Change Management
• Service Level 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.

Lees hier meer

Deel deze vacature: