FLEX Senior Manager, IGA Operations & Service Delivery

This is a temporary position.

The assignment duration is through August 13, 2027.

JOB SUMMARY

Responsible for leading production operations, service delivery, operational governance, and managed service provider oversight for Marriott's Identity Governance and Administration (IGA) ecosystem. This role serves as the operational leader for Marriott's IGA platforms and is accountable for service delivery, operational effectiveness, platform stability, service reliability, SLA achievement, vendor performance, and continuous operational improvement.

The FLEX Senior Manager, IGA Operations & Service Delivery partners closely with the Director of IGA, Product Owners, Architects, Engineering Teams, Security Operations, Infrastructure Teams, Service Desk, and business stakeholders to govern operational support activities, vendor performance, incident management, operational readiness, and production sustainment. This role provides leadership across India-based support teams, managed service providers, and contracted engineering teams responsible for supporting Marriott's IGA services after production deployments while ensuring the successful transition, operation, and continuous improvement of production functionality delivered by both internal and external delivery teams.

CANDIDATE PROFILE Education and Experience

Required

• 7+ years of progressive experience in Information Technology, Information Security, Identity and Access Management (IAM), Identity Governance and Administration (IGA), or related enterprise technology disciplines

• 5+ years leading production operations, service delivery, managed services, technical support organizations, or enterprise platform operations supporting business-critical systems

• Demonstrated experience supporting enterprise IAM and IGA platforms such as SailPoint, Saviynt, Omada, Microsoft Entra, Okta, Ping Identity, or comparable identity technologies

Preferred

• Experience leading global delivery teams, including offshore resources, internal teams, managed service providers, contractors, and multiple technology vendors

• Experience supporting audit, compliance, risk management, control validation, evidence collection, and regulatory governance requirements within enterprise technology environments

• Relevant certifications such as ITIL, SailPoint, CISSP, CISM, PMP, ServiceNow, or equivalent industry credentials

CORE WORK ACTIVITIES

• Lead production operations and service delivery for Marriott's Identity Governance and Administration (IGA) ecosystem, including identity lifecycle management, access governance, provisioning, certifications, directory services, and identity infrastructure platforms

• Serve as the operational owner for IGA production services, ensuring platform stability, service reliability, SLA achievement, operational performance, supportability, and continuous service improvement

• Govern internal support teams, offshore resources, managed service providers, and contracted engineering teams through service reviews, SLA management, staffing oversight, scorecards, and performance governance

• Lead major incident, escalation, root cause analysis, corrective action planning, service restoration, and executive communication activities for production-impacting issues

• Govern incident management, problem management, change management, release management, and service restoration processes to maintain production service stability and rapid recovery

• Own operational readiness, transition-to-support, release acceptance, knowledge transfer, deployment support, hypercare governance, and operational acceptance for new features, integrations, platform enhancements, and application onboardings

• Establish operational standards for monitoring, availability, resiliency, recovery, performance management, capacity planning, and risk mitigation across the IGA ecosystem

• Partner with Product Owners, Architects, Developers, Quality Engineers, Engineering Leads, Security Operations, Infrastructure Teams, and Service Desk teams to ensure delivered functionality is stable, supportable, and aligned with operational requirements

• Lead, mentor, and develop operational support teams, service delivery personnel, and managed service resources while fostering accountability, operational excellence, knowledge sharing, and continuous improvement

• Partner with Internal Audit, Information Security, Compliance, and Risk Management teams to support control validation, evidence requests, remediation activities, and regulatory compliance requirements

• Define and maintain operational processes, KPIs, SLAs/SLOs, service metrics, dashboards, and reporting practices that improve transparency and service performance

• Drive automation, process optimization, scalability, and continuous improvement initiatives to improve service quality, operational efficiency, and cost effectiveness

• Manage operational budgets, vendor financial performance, resource forecasting, support staffing models, managed service expenditures, and capacity planning activities

• Communicate operational health, service risks, vendor performance, major incidents, and strategic improvement initiatives to senior leadership, business stakeholders, and technology partners

• Partner with the Director of IGA to identify operational risks, capacity constraints, vendor concerns, service improvement opportunities, and strategic operational priorities impacting the overall IGA service

TECHNICAL SKILLS

• Apply strong knowledge of enterprise IGA platforms, including SailPoint IdentityIQ, SailPoint Identity Security Cloud (ISC), Saviynt, identity lifecycle management, access requests, provisioning, certifications, RBAC, entitlement governance, access reviews, and operational support processes

• Manage production identity services and integrations across directory services, federation platforms, identity infrastructure, ITSM platforms, APIs, middleware, cloud services, monitoring solutions, and enterprise technology ecosystems

• Use ITSM platforms and operational tooling to manage ticket queues, incident and problem management, change governance, service requests, operational reporting, KPI measurement, SLA compliance, workflow automation, and service delivery governance

• Establish operational monitoring, observability, service health reporting, capacity management, resiliency, disaster recovery support, operational readiness, and production support governance for enterprise IAM environments

• Support application onboarding, production deployments, release management, platform upgrades, operational transitions, and service sustainment across complex IAM ecosystems

• Govern operational service providers, offshore support organizations, support tooling, service management platforms, and vendor delivery models supporting enterprise-scale identity services

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates.  We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

All locations offer 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts. Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others. Click here to learn more.

Full-time positions also offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, and paid parental leave.

Washington Applicants Only: Employees will accrue paid sick leave, 0.0384 PTO balance for every hour worked and be eligible to receive minimum of 9 holidays annually.

Marriott HQ is committed to a hybrid work environment that enables associates to Be connected. Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD; candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions.

Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.