Identity and Access Management Operations Manager

Southern New Hampshire University is a team of innovators. World changers. Individuals who believe in progress with purpose. Since 1932, our people-centered strategy has defined us - and helped us grow a team that now serves over 180,000 learners worldwide.

Our mission to transform lives is made possible by talented people who bring diverse industry experience, backgrounds and skills to the university. And today, we're ready to expand our reach. All we need is you.

Make an impact - from near or far

At SNHU, you'll have the option to work remotely in the following states: Alabama, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Mississippi, Missouri, Nebraska, New Hampshire, New Mexico, North Carolina, North Dakota, Ohio, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, West Virginia, Wisconsin and Wyoming.

We ask that our remote employees have access to a reliable internet connection and a dedicated, properly equipped workspace that is free of distractions. Employees must reside in, and work from, one of the above approved states.

The opportunity

The IAM Operations Manager reports to the Senior Director of Identity and Access Management. You will be the operational center of gravity for the IAM program, translating strategy into execution, coaching staff, and maintaining the operational discipline that a mature IAM function demands. You bring deep technical grounding in IAM paired with organizational and people leadership skills.

You will work remotely from any of our approved working states. #LI-Remote

What You'll Do:

• Lead and develop a team of IAM engineers across identity lifecycle management, access provisioning, privileged access, and authentication domains.
• Manage daily operational relationships with multiple MSP partners, including performance monitoring, escalation management, and SLA/OLA enforcement.
• Conduct regular 1:1s, performance reviews, and career development conversations to retain and grow talent.
• Collaborate with leadership on staffing plans, capacity modeling, program finances, and contractor/MSP scope adjustments.
• Own the operational health of IAM platforms including IGA (e.g., SailPoint, Strivacity), PAM (e.g., CyberArk), SSO/MFA (e.g., Microsoft Entra ID), and directory services (MS-Active Directory & Entra ID).
• Drive request handling, problem and incident management, and root cause analysis for IAM-related disruptions according to ITIL-based processes.
• Establish, monitor, and report on operational KPIs and SLAs; present performance dashboards to IAM leadership and institutional partners.
• Oversee change management processes for IAM systems, ensuring minimal disruption to university operations during change windows.
• Collaborate with other IT organizations (Support Services, Quality Assurance, Communications) in delivering value to SNHU partners (workforce and customers)
• Maintain and mature runbooks, SOPs, and operational documentation to support knowledge