Head of Operations & Business Management

Lead the operational management of identity lifecycle processes, including onboarding, role changes, and offboarding activities across the organisation

Ensure IAM services are delivered in line with agreed service levels, proactively managing incidents, requests, and operational issues to minimise disruptions

Coordinate and oversee internal support teams and external service providers to maintain a reliable and efficient IAM services

Develop, maintain, and improve operational documentation, technical procedures, and knowledge articles to support consistent service delivery

Manage platform maintenance activities, including system monitoring, health checks, upgrades, patch management, and performance optimisation

Support governance and compliance initiatives by ensuring identity controls align with internal policies, audit expectations, and regulatory obligations

Assist with periodic access reviews, segregation of duties (SoD) controls, remediation activities, and audit responses

Produce regular operational reporting, highlighting service performance, KPIs, trends, risks, and improvement initiatives

Identify opportunities to automate manual processes, improve efficiencies, and enhance the overall user experience

Experience Required Demonstrated experience managing enterprise IAM operations within complex corporate environments

Strong understanding of identity lifecycle management, access governance, authentication, and authorisation principles

Experience working with enterprise IAM or IGA platforms such as RSA or Saviynt

Knowledge of IT service management frameworks, operational governance, and service improvement practices

Familiarity with audit, compliance, and regulatory standards affecting identity and access management

Excellent stakeholder management and communication skills with the ability to engage both technical and business audiences

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