Senior Manager - Enterprise Identity & Access Management Ops (Remote)

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Description

United's Digital Technology team is comprised of many talented individuals all working together with cutting-edge technology to build the best airline in the history of aviation. Our team designs, develops and maintains massively scaling technology solutions brought to life with innovative architectures, data analytics, and digital solutions. Job overview and responsibilities The 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 Expertise

Demonstrates 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 Leadership

Successfully 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 ac
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