IAM Manager

Intake Operations Oversee daily access request intake through ServiceNow, ensuring all requests include required data (employee identity, manager, employment type, location, access intent) and follow approved provisioning workflows Escalation Management Own and execute the IAM escalation protocol across all tiers: Tier 1 (Day 13): Ensure IAM Provisioners/Analysts complete standard follow-up on open tickets Tier 2 (Day 48): Serve as the formal escalation point with SLA tracking and documentation Tier 3 (Day 810): Coordinate cross-functional escalation meetings with IAM Director Tier 4+ (Day 1014): Facilitate handoff to Partnership Success and executive stakeholders with formal incident reports Ensure all escalations are documented in ServiceNow People Leadership Lead, mentor, and develop a team of IAM intake analysts and escalation specialists, ensuring delivery, quality, and accountability Conduct regular performance check-ins, coaching, and career development conversations Build a team culture focused on ownership, continuous improvement, and customer obsession SLA & Compliance Monitor and enforce IAM SLAs: client access provisioning 14 days from approved request; termination SLA = 24 hours Ensure 45-minute account readiness timelines are met for account reactivation scenarios Collaborate with Risk, Compliance, and Audit teams to meet regulatory and internal control requirements (HIPAA, SOC 2, HITRUST) Process Improvement & Automation Identify and eliminate manual, repetitive intake and escalation processes manual provisioning is technical debt Partner with IAM engineering to onboard intake workflows into SailPoint, ServiceNow Flow Designer, and Entra ID for automation Cross-Functional Collaboration Serve as the IAM liaison with Partnership Success for client-facing escalation communication Partner with application owners, infrastructure teams, and security stakeholders to onboard applications into IAM intake workflows Participate in request fulfillment this will be 40% or more of time Required Skills Bachelor's degree in Information Technology, Cybersecurity, Computer Science, or related field (or equivalent experience)5+ years of experience in Identity & Access Management, security provisioning, or access governance 2+ years of experience leading or managing teams Hands-on experience with ServiceNow (Service Catalog, Access Requests, Workflows, incident management) Strong understanding of IAM concepts: RBAC, identity lifecycle (Joiner/Mover/Leaver), least privilege, access governance Why Join US Work on real-world healthcare and technology challenges, powered by emerging technologies and a strong innovation mindset. Be part of a fast-growing, people-first organization where your work creates measurable impact. Grow continuously with structured learning, certifications, and industry-recognized development programs. Collaborate with high caliber teams that value ownership, trust, and accountability. Grow alongside an organization that's scaling with purpose and clarity. Be part of a fast-scaling Global Capability Center with meaningful global responsibility. Benefits: Comprehensive health insurance coverage for associate, kids .