The IT Operations & Service Delivery Manager is responsible for the overall operational oversight, performance, and continuous improvement of identity and access management services supporting our federal customer. This role provides management, direction, and accountability for Identity, Credential and Access Management services and the teams that support them.
The IT Operations & Service Delivery Manager ensures services are delivered in accordance with contractual service levels, customer requirements, and IT Service Management (ITSM) best practices. This role serves as the primary operational escalation point and works closely with Program Management, federal stakeholders, and technical teams to ensure reliable, secure, and customer-focused ICAM operations.

Core Responsibilities
Operational Oversight & Service Delivery

Own the day-to-day operations of ICAM services, ensuring consistent, high-quality delivery
Ensure incidents and service requests are handled within contractual SLAs and performance targets
Establish and monitor operational metrics, dashboards, and reports for service performance
Oversee ServiceNow (SNOW) queue health, workload distribution, and ticket quality

Team Leadership & Management

Manage and provide direction to ICAM Administrators and engineers supporting operations
Ensure appropriate staffing, workload coverage, and skill alignment across ICAM operations
Set operational goals and expectations for ICAM teams and monitor performance against them
Foster a culture of accountability, customer service excellence, and continuous improvement

Incident & Escalation Management

Serve as the senior operational escalation point for critical incidents involving ICAM
Coordinate cross-team response during high-impact incidents and outages
Ensure timely, transparent communication with Program Management and customer stakeholders during escalations
Oversee root-cause analysis and corrective action planning for recurring or systemic issues

Process, Governance & Continuous Improvement

Define, refine, and enforce operational processes for identity and access management support
Review and approve recommendations for improvements to:
- Ticket workflows
- SNOW configurations
- Support procedures and escalation paths
Drive operational excellence initiatives to reduce incidents, improve response times, and enhance user experience

Identity Lifecycle & Access Governance

Ensure proper execution of the end-to-end identity lifecycle, including onboarding, access changes, and offboarding
Oversee role-based access control (RBAC) practices to ensure least-privilege access
Ensure ICAM operations align with federal security, compliance, and audit requirements

Documentation & Knowledge Management

Ensure the creation, maintenance, and governance of:
- Knowledge Base Articles (KBAs)
- Standard Operating Procedures (SOPs)
- Operational runbooks and process documentation in Confluence
Promote documentation standards and consistency across ICAM teams

Stakeholder & Program Collaboration

Act as the primary operational interface with Program Management and federal stakeholders
Provide insights into operational risks, trends, and improvement opportunities
Participate in and facilitate meetings to provide operational guidance to customer
Support audits, reviews, and compliance activities related to ICAM services

Required Skills and Qualifications

Strong leadership and operational management experience in identity and access management environments
Deep understanding of ICAM products and identity lifecycle processes
Advanced experience with ServiceNow (SNOW) for incident, service request, and reporting management
Proven ability to manage teams, set priorities, and drive outcomes without day-to-day supervision
Strong analytical skills for identifying trends, risks, and systemic issues
Excellent customer service mindset with the ability to instill service excellence across teams
Exceptional written and verbal communication skills for executive, customer, and technical audiences

Preferred Qualifications

ITIL 4 Foundation certification in IT Service Management (ITSM)
Bachelor of Science Degree in Information Systems.
Experience supporting or contracting with a federal client, preferably CMS
Experience managing identity services in a regulated or compliance-driven environment

Role Characteristics

Management role with accountability for people, process, and performance
Strategic and operational focus rather than hands-on ticket resolution
Serves as a key decision-maker for ICAM operations and service delivery