FLEX Senior Manager, IGA Operations & Service Delivery

Job Summary

Responsible for leading production operations, service delivery, operational governance, and managed service provider oversight for Marriott's Identity Governance and Administration (IGA) ecosystem. This role serves as the operational leader for Marriott's IGA platforms and is accountable for service delivery, operational effectiveness, platform stability, service reliability, SLA achievement, vendor performance, and continuous operational improvement.

Core Work Activities

• Lead production operations and service delivery for Marriott's Identity Governance and Administration (IGA) ecosystem, including identity lifecycle management, access governance, provisioning, certifications, directory services, and identity infrastructure platforms
• Serve as the operational owner for IGA production services, ensuring platform stability, service reliability, SLA achievement, operational performance, supportability, and continuous service improvement
• Lead major incident, escalation, root cause analysis, corrective action planning, service restoration, and executive communication activities for production-impacting issues
• Govern incident management, problem management, change management, release management, and service restoration processes to maintain production service stability and rapid recovery
• Own operational readiness, transition-to-support, release acceptance, knowledge transfer, deployment support, hypercare governance, and operational acceptance for new features, integrations, platform enhancements, and application onboardings
• Establish operational standards for monitoring, availability, resiliency, recovery, performance management, capacity planning, and risk mitigation across the IGA ecosystem
• Partner with Product Owners, Architects, Developers, Quality Engineers, Engineering Leads, Security Operations, Infrastructure Teams, and Service Desk teams to ensure delivered functionality is stable, supportable, and aligned with operational requirements
• Lead, mentor, and develop operational support teams, service delivery personnel, and managed service resources while fostering accountability, operational excellence, knowledge sharing, and continuous improvement
• Partner with Internal Audit, Information Security, Compliance, and Risk Management teams to support control validation, evidence requests, remediation activities, and regulatory compliance requirements
• Define and maintain operational processes, KPIs, SLAs/SLOs, service metrics, dashboards, and reporting practices that improve transparency and service performance
• Drive automation, process optimization, scalability, and continuous improvement initiatives to improve service quality, operational efficiency, and cost effectiveness
• Manage operational budgets, vendor financial performance, resource forecasting, support staffing models, managed service expenditures, and capacity planning activities
• Communicate operational health, service risks, vendor performance, major incidents, and strategic improvement initiatives to senior leadership, business stakeholders, and technology partners
• Identify operational risks, capacity constraints, vendor concerns, service improvement opportunities, and strategic operational priorities impacting the overall IGA service