IAM Service Delivery Manager

About the role

The IAM Service Delivery Manager will own the operational excellence of Airbus’s digital identity services. You will lead day‑to‑day service delivery, ensure SLA compliance, and drive continuous improvement across the IAM ecosystem for a global workforce of over 130,000 users.

Key responsibilities

• Supervise IAM service delivery, guaranteeing high availability and adherence to SLAs.
• Use data‑driven insights to optimise processes and support strategic initiatives.
• Maintain and evolve operational policies, procedures and KPIs aligned with modern product SDLC.
• Collaborate with product managers, architects and business units to align IAM operations with organisational goals.
• Identify, assess and mitigate risks, ensuring regulatory compliance for aerospace data.
• Manage change impact for large‑scale technical updates, minimising disruption for users.
• Oversee third‑party IAM vendors, negotiate contracts and evaluate performance.

Required profile

• Bachelor’s degree in Engineering or equivalent.
• 10+ years of experience in service delivery, stakeholder and people management.
• Proven ability to work across international, cross‑functional teams.

Required skills

• ITIL V3 or V4 (certification mandatory).
• Strong knowledge of ITSM processes – Incident, Problem and Change Management.
• Deep understanding of Identity & Access Management (IAM) concepts.