VP, IAM User Operations
Employment Information
Job Description
VP, IAM User Operations leading operations and support for End User IAM Services at Synchrony. Overseeing secure identity and access management in a digital-focused company.
Responsibilities:
- Oversee and drive the operations and support of End User IAM Services
- Lead a team responsible for delivering secure, efficient, and seamless identity and access management experiences for end users across the organization
- Act as a critical bridge between technology, security, and business stakeholders
- Ensure operational excellence of IAM solutions, streamline user lifecycle processes, and enhance service delivery aligned with digital transformation goals
- Drive continuous improvement in IAM operations by optimizing automation, workflows, and integration with IT service management (ITSM) platforms
- Collaborate closely with IAM Solution Architects, Security, IT infrastructure, and business partners
- Develop and enforce operational standards, SLAs, and KPIs to monitor service performance and user experience quality
- Lead incident management, root cause analysis, and problem resolution efforts related to end-user identity and access issues
- Ensure compliance with security policies, privacy regulations, and audit requirements (SOX, GDPR, PCI, NIST)
- Champion adoption of best practices around zero trust, privileged access, and identity governance in daily operations
- Provide leadership, mentorship, and professional development opportunities for the operations team
- Partner with automation and DevSecOps teams to deploy and maintain infrastructure-as-code and automated IAM provisioning processes
- Facilitate communication and training for end-users and support teams
- Stay current with emerging IAM operational technologies, tools, and industry trends
Requirements:
- Bachelor’s degree in Computer Science, Information Security, or related field; Master’s degree preferred
- 10+ years of IT experience with a minimum of 8 years focused on IAM operations and end-user services management
- Proven experience leading or managing teams responsible for IAM service delivery, identity lifecycle management, and end-user access support
- Strong communication skills and executive presence
- Knowledge of IAM tool platforms used for standard and privileged access management as well as authentication (ie. Delinea, Okta, SailPoint IIQ)
- Strong working knowledge of IAM tools such as SailPoint, Okta, CyberArk, Delinea, Microsoft Entra ID, and directory services like Active Directory
- Experience managing identity provisioning, password resets, authentication services, and access governance activities at scale
- Solid understanding of identity protocols (SAML, OAuth2, OIDC, LDAP, SCIM) in operational contexts
- Familiarity with cloud IAM models (AWS, Azure, GCP) and integrating hybrid IAM ecosystems operationally
- Knowledge of automation tools and DevSecOps principles applied in IAM environments (Terraform, Ansible, CI/CD)
- Strong analytical, organizational, and communication skills with proven stakeholder management experience
- Demonstrated commitment to exceptional customer service and continuous operational improvement
- Experience working within regulatory frameworks affecting IAM operations such as SOX IT-404, GDPR, PCI, and financial industry controls
- Industry certifications such as CISSP, CISM, CISA, Okta Certified Administrator, SailPoint IdentityIQ Engineer, or similar
- Experience managing large-scale IAM operational teams in financial services or regulated industries
- Knowledge of Zero Trust principles as applied to IAM operations
- Self-starter, able to adapt and thrive in a fast-changing, dynamic environment.
Benefits:
- Flexibility and Choice for all employees
- Career advancement and upskilling opportunities
- Best-in-class employee benefits and programs
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