Job Description:
Job Description
Date: April, ****
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.
Company:
Airbus India Private Limited
Employment Type:
Permanent
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Experience Level:
Professional
Job Family:
Digital
By submitting your CV or application you are consenting to Airbus using and storing information about you for monitoring purposes relating to your application or future employment. This information will only be used by Airbus.
Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.
Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to
******
.
At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster versatile working arrangements to stimulate innovative thinking.

📌 Iam Service Delivery Manager (Bengaluru)
🏢 Airbus
📍 Bengaluru