DescriptionThe Senior Manager- Enterprise Identity and Access Management Operations is a technical leader responsible for implementing transformative capabilities for our workforce and enterprise Identity and Access Management (IAM). Engages with many teams across the airline implement a best-in-class identity solutions that secure, improve and enrich our employee experience and digital assets. The Sr. Manager of Identity and Access Management has primary responsibility for the management and operation of United's IAM processes and tools.
Key Attributes of an Enterprise IAM Operations Leader 1. Operational Excellence & Service Ownership- Owns end-to-end IAM service health, availability, and operational performance.
- Establishes and governs operational runbooks, support processes, escalation procedures, and incident management.
- Drives SLA/SLO achievement, queue management, and service quality metrics.
- Ensures stable delivery of workforce, privileged, machine, and non-human identity services
2. Strong Identity Domain ExpertiseDemonstrates working knowledge across:
- Identity Governance & Administration (IGA)
- Access Management and Federation
- Single Sign-On (SSO)
- Multi-Factor Authentication (MFA)
- Privileged Access Management (PAM)
- Service Accounts and Machine Identities
- Workforce and Alumni Identity Services
- AI Agent and Non-Human Identity Controls
3. Metrics-Driven Leadership- Defines operational KPIs and dashboards.
- Uses data to drive decisions and improvements.
- Monitors ticket volumes, SLA attainment, system availability, onboarding throughput, certification completion, and operational risk indicators.
- Produces executive-ready operational reporting.
4. Vendor & Managed Service Governance- Oversees supplier performance and managed-service providers.
- Holds vendors accountable for contractual obligations, service levels, quality, and documentation.
- Ensures clear ownership between internal teams and external providers.
- Drives continuous service improvement through performance reviews and governance forums.
5. Incident, Problem & Risk Management- Leads operational response and recovery efforts.
- Ensures appropriate escalation paths and executive communications.
- Performs root-cause analysis and drives corrective actions.
- Balances operational resilience with cybersecurity risk reduction.
6. Governance & Compliance Orientation- Ensures IAM controls are operating effectively and consistently.
- Maintains audit evidence and supports regulatory examinations.
- Enforces identity standards, policies, and operational procedures.
- Partners with Risk, Audit, and Compliance functions to address findings and control gaps.
7. Cross-Functional LeadershipSuccessfully collaborates with:
- Security Operations
- Infrastructure & Cloud Teams
- Application Owners
- Service Desk
- HR and Workforce Administration
- Architecture & Engineering Teams
- Risk and Compliance Organizations
8. Continuous Improvement Mindset- Identifies automation opportunities to reduce manual effort.
- Improves provisioning, de-provisioning, certification, and access request processes.
- Drives operational efficiency, standardization, and scalability.
- Champions a product-oriented operating model for IAM services.
- Contribute to and execute the Identity and Access Management (IAM) vision and roadmap
- Execute IAM program management, governance, and lead technical teams to ensure alignment with strategy and vision
- The aim is to determine accurate system access across multiple platforms
- Ensure IAM solutions are meeting security and business objectives and outcomes by establishing metrics that lead to actions for improvement
- Continuously improve and innovate our IAM capabilities to drive value, enhance our employee experience and secure our digital assets
- Support with the multi-factor authentication process to improve employee experience with various United systems
QualificationsWhat's needed to succeed (Minimum Qualifications):- Bachelor's degree
- Cybersecurity, Risk Management, Computer Science
- 5 years in Identity and Access Management technologies, processes, and capabilities and including at least 3 years of leadership experience leading and coaching teams/people to their highest potential
- Developed/executed roadmaps Identity and Access Management (IAM) capabilities and led cross-functional execution to drive initiatives to completion
- Deep understanding of IAM technologies, controls, and best practices (LDAP, directories, certificates, SAML/OAUTH, MFA, Entra, Adaptive Authentication, PKI, IGA, and MDM)
- Working knowledge of IAM principles in cloud first environment
- Understanding of PCI, SOX, HIPAA, EU-GDPR regulations and for IAM
- Know how to influence technology teams to deliver a frictionless employee identity experience
- Experience influencing teams and stakeholders without direct authority over them
- Coached individuals & leaders at multiple levels able to demonstrate tangible results
- Achieved objectives by contributing information and recommendations to strategic plans, identifying trends and driving changes
- Built relationships with stakeholders across all levels and departments
- Excellent communication skills at all levels of organization
- Must be legally authorized to work in the United States for any employer without sponsorship
- Successful completion of interview required to meet job qualification
- Reliable, punctual attendance is an essential function of the position
What will help you propel from the pack (Preferred Qualifications):- Master's degree
- 9+ years of experience in STEM field
