IAM Service Delivery Manager

Job Description:

 Job Description Date: April, 2026

Role: Service Delivery Manager – IAM  

Location: Bangalore, India

Team: Digital Infrastructure & Platforms (IAM)

Description

As the Service Delivery Manager for Identity & Access Management (IAM), you are the guardian of operational excellence for Airbus’s digital identity product. You will not just manage tickets; you will oversee the day-to-day operations, strategic planning, and continuous improvement of the IAM ecosystem.

Your mission is to ensure that as we develop new self-service tools, our existing services meet strict SLAs and operational standards. You will serve as the primary liaison between the technical "Power Quad" (PM, Architect, Tech Lead) and the broader Airbus business.

Key Responsibilities

1. Product-Led Service Management

• Operational Excellence: Supervise the delivery of IAM services, ensuring compliance with SLAs and high availability for the Airbus global workforce.

• Performance Insights: Utilize data-driven insights to optimize service delivery processes and drive strategic initiatives.

• Documentation & Governance: Maintain and evolve operation policies, procedures, and KPIs to match a modern product SDLC.

2. Strategic Alignment & Risk

• Stakeholder Synergy: Collaborate with Product Managers and Business Units to align IAM operational strategies with organizational objectives.

• Risk & Compliance: Identify and mitigate risks within IAM services, ensuring we safeguard sensitive Aerospace data and maintain regulatory integrity.

• Change Leadership: Manage the impact of technical changes, developing plans that facilitate smooth transitions for 130k+ users while minimizing disruptions.

3. Partner & Performance Management

• Supplier Relations: Manage relationships with third-party IAM providers and tool vendors, handling contract negotiations and performance evaluations.

• Value Optimization: Ensure contractual compliance and optimize vendor relationships to maximize the value of the IAM toolstack.

Qualification & Experience

• Education: Bachelor’s degree in Engineering (B.Tech) or equivalent with 10+ years of relevant experience.

• Technical Frameworks: Deep mastery of ITIL V3 or V4 (Certification Mandatory) and solid knowledge of ITSM processes (Incident, Problem, and Change Management).

• Experience: Proven track record in Service Delivery, Stakeholder Management, and People Management.

• Transversal Skills: Demonstrated ability to work effectively across international teams, functions, and divisions.

Skills Requirements

• Leadership: Ability to inspire, motivate, and empower cross-functional teams to achieve high performance.

• Communication: Exceptional ability to articulate complex technical IAM concepts to non-technical business stakeholders.

• Continuous Improvement: A relentless drive for process optimization and a culture of innovation.

• Project Management: Proficiency in methodologies to plan and track service improvement milestones.

 Soft Skills

• Strong communication and leadership abilities

• Ability to work collaboratively with cross-functional teams

• Problem-solving mindset and security-focused thinking

• Commitment to continuous learning and staying current with security trends

• Attention to detail and ability to document solutions for others

Success Metrics

• Consistently ensure the on-time delivery and quality (first-time-right) of the projects

• Bring innovative cost effective solutions

• Achieve the customer satisfaction

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

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