Dir - Information Security (IN)

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Job Details
The Director of Identity Operations is responsible for the day‑to‑day operation, stability, and service delivery of enterprise identity platforms and services, ensuring reliable execution of core identity transactions such as Joiner / Mover / Leaver (JML) and Request / Approve / Provision (RAP).
This role owns Identity Product Operations, including platform operations for SailPoint IdentityIQ (and future SailPoint Identity Security Cloud), BeyondTrust PAM, and other enterprise IAM platforms. Responsibilities include platform availability, monitoring, maintenance, upgrades, break/fix support, emergency response, and off‑hours change execution, but explicitly exclude solution build, configuration design, or development, which remain with IAM product and engineering teams.
The Director is accountable for Level 1 and Level 2 IAM operational support, including service desk integration, incident and request management, issue resolution, and adherence to defined service levels. The role provides oversight of both dedicated internal staff and managed service providers (MSPs) to ensure consistent, high‑quality, and scalable IAM service delivery.
Our employee experience is a strategic priority for our company. Our leaders are accountable for leading with purpose, fairness, and equity. They are responsible for building and developing diverse teams, maintaining a safe and inclusive environment, setting clear priorities, and holding self and team accountable for executing with excellence.
PRIMARY DUTIES AND RESPONSIBILITIES:
Identity Operations & Service Delivery

• Leads the day‑to‑day operation of enterprise IAM services, ensuring reliable, timely, and accurate execution
• Owns operational delivery of JML and RAP processes, including provisioning, deprovisioning, changes, and access remediation
• Ensures consistent execution of standard operating procedures (SOPs), runbooks, and escalation models
• Maintains operational readiness across workforce, customer, and partner identity services

IAM Platform & Product Operations

• Owns platform operations for enterprise IAM technologies, including:
  
  • SailPoint IdentityIQ and transition to SailPoint Identity Security Cloud (ISC)
  • BeyondTrust PAM
  • Other workforce, customer, and access governance platforms as applicable
• Ensures platform availability, health monitoring, maintenance, patching, and vendor‑supported upgrades
• Coordinates break/fix support, defect triage, and issue resolution in partnership with vendors and product teams
• Executes emergency access changes, break‑glass procedures, and off‑hours production support as required
• Acts as the operational owner for platform stability, while partnering with product teams on roadmap‑driven changes

Support Model & MSP Oversight

• Owns Level 1 and Level 2 IAM support models, including integration with enterprise IT Service Desk
• Oversees managed service providers supporting IAM operations and platforms
• Defines and enforces SLAs, OLAs, KPIs, escalation paths, and quality standards
• Drives vendor performance management, operational maturity, and cost efficiency

Service Reliability, Incident Response & Change Support

• Leads IAM incident, problem, and major incident management, including root cause analysis and remediation tracking
• Ensures 24x7 operational coverage for critical identity services, including on‑call and after‑hours support models
• Supports off‑hours and emergency production changes, including identity remediation and access restoration
• Partners with IAM product and engineering teams to reduce operational risk through improved designs and automation

Metrics, Automation & Continuous Improvement

• Defines and tracks service‑level objectives (SLOs), SLAs, and operational KPIs for IAM services and platforms
• Drives automation, self‑service, and straight‑through processing to reduce manual effort and error rates
• Uses operational data to identify systemic issues and improvement opportunities
• Continuously improves identity service reliability, speed, and user experience

Risk, Controls & Compliance Execution

• Ensures IAM operations execute in compliance with security policies, standards, and regulatory controls
• Owns operational evidence collection, audit support, and remediation tracking
• Partners with cybersecurity, risk, and compliance teams on control sustainability
• Ensures identity access provisioning and removal meet regulatory and business expectations

Leadership & Organizational Accountability

• Leads and develops a high‑performing IAM Operations and Platform Ops team
• Establishes clear accountability between operations, product, engineering, and service providers
• Participates in workforce planning, budget management, and capacity modeling
• Communicates operational posture, risks, and performance metrics to IAM leadership and executives

WORK EXPERIENCE:

• 10+ years of experience in IAM, security operations, or enterprise service delivery
• 5+ years in a leadership role managing technology operations teams and/or managed service providers
• Demonstrated experience operating identity lifecycle and access management services at scale
• Experience supporting regulated environments with strong control and audit expectations

SKILLS & KNOWLEDGE:
Behavioral Skills:

• Operational Leadership and Accountability
• Vendor and Service Provider Management
• Data‑Driven Decision Making
• Stakeholder Communication and Issue Escalation
• Continuous Improvement Mindset
• Customer and User Experience Focus

Technical Skills:

• Identity Lifecycle Management (JML)
• Request / Approve / Provision (RAP) workflows
• IAM Operations and Service Models
• Incident, Problem, and Change Management
• Identity Controls and Risk Execution
• Automation and Self‑Service Enablement

Tools Knowledge:

• SailPoint IdentityIQ / Identity Security Cloud (ISC)
• BeyondTrust PAM
• Microsoft Entra ID, Okta (operational support context)
• ITSM platforms (e.g., ServiceNow)
• Identity workflow engines and provisioning systems
• Monitoring, alerting, and reporting tools
• MSP governance and SLA tracking tools

EDUCATIONAL QUALIFICATIONS:
Education:
Master's Degree in Business Administration, Computer Science, Information Technology or any other related discipline or equivalent related experience.
Preferred Certifications:• Certified Information Systems Auditor (CISA)• Certified Information Systems Security Professional (CISSP)• Certification in Information Security Strategy Management (CISM)• Information Technology Infrastructure Library (ITIL)• Offensive Security Certified Professional (OSCP)• Project Management Professional (PMP) Certification
WORK EXPERIENCE:• 10+ years of directly-related or relevant experience with 5+ years in a managerial capacity, preferably in information security.
SKILLS & KNOWLEDGE:
Behavioral Skills:• Coaching and Mentoring• Decision Making• Impact and Influencing• Leadership Skills• Multitasking• People Management• Planning
Technical Skills:• IT Risk Management• IT Controls• Information Security Strategy Standards (SOX, ISO 27001/27002, COBIT, ITIL, NIST, PCI)• Enterprise Architecture• Network Security• Service Level Maintenance• Information Security Strategy Continuity• Threat Modelling
Tools Knowledge:• Microsoft Office Suite• Security Tools - SIEM, EDR, Email Security Gateway, SOAR, Firewall, Anti-virus, Firewalls, VPN IDS/IPS, AV, proxies, etc.• Security Testing Tools - Open Source and COTS security tools• Threat Intelligence Tools• Vulnerability Testing Tools
What Cencora offers
Benefit offerings outside the US may vary by country and will be aligned to local market practice. The eligibility and effective date may differ for some benefits and for team members covered under collective bargaining agreements.
Full time
Affiliated Companies
Affiliated Companies: AmerisourceBergen Services Corporation
Equal Employment Opportunity
Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.
The company's continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.
Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email [email protected]. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned