Head of Operations & Business Management

Description Southern New Hampshire University is a team of innovators. Since 1932, our people-centered strategy has defined us - and helped us grow a team that now serves over 180,000 learners worldwide. At SNHU, you'll have the option to work remotely in the following states: We ask that our remote employees have access to a reliable internet connection and a dedicated, properly equipped workspace that is free of distractions. 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 will work remotely from any of our approved working states. #LI-Remote 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., 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. 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) Ensure IAM operations comply with regulatory requirements including FERPA, GLBA, NIST 800-171, and institutional security policies. Support access certification campaigns, audit evidence collection, and remediation of audit findings in partnership with Information Security and Internal Audit. Participate in risk management activities and maintain the IAM operational risk register. Be a leader in stabilizing and operationalizing IAM capabilities delivered during the build phase, transitioning projects into steady-state operations. Identify and champion automation opportunities, and tooling enhancements that reduce toil and increase service quality. Maintain close understanding of IAM architects, project managers, and business analysts to ensure operational readiness for new capabilities entering production. 6+ years experience in identity and access management. 2+ years in a team leader or management role. Experience with enterprise IAM platforms such as SailPoint Identity Security Cloud, Microsoft Entra ID/Azure AD, or CyberArk. Experience with enterprise support and reporting platforms such as Microsoft Power BI, Service Now, or O365 Toolset. Experience managing MSP or vendor relationships in an operations context, including SLA governance and performance reporting. Experience with ITIL service management principles (Incident, Change, Problem, and Service Level Management). Experience with identity governance concepts: joiner/mover/leaver lifecycle, role-based access control (RBAC), access certifications, and segregation of duties (SoD). We believe real innovation comes from inclusion - where different experiences, perspectives and talents are celebrated. Actual offer will be based on skills, qualifications, experience and internal equity, in addition to relevant business considerations. We expect this position to be hired in the following target hiring range $125,868.00 - $170,293.00. As a full-time employee at SNHU, you'll get: High-quality, low-deductible medical insurance Low to no-cost dental and vision plans 5 weeks of paid time off (plus almost a dozen paid holidays) Employer-funded retirement ~