Manager, IT Infrastructure

The Manager, Back Office Operations leads the team responsible for provisioning and maintaining user access to enterprise systems and applications. This role ensures that access is aligned with business needs, security policies, and regulatory requirements while minimizing friction for end users. The manager partners closely with Service Desk, Security, Infrastructure, Application Owners, HR, and Compliance teams to deliver secure, efficient, and auditable access management processes.

What will you do:

•    Lead, coach, and develop the Back Office team, including onboarding, training, performance management, and capacity planning
•    Manage daily operational workload, prioritization, SLA adherence, and escalation handling 
•    Oversee joiner, mover, and leaver (JML) access processes across on premises and cloud environments 
•    Ensure access requests are executed in accordance with approved workflows, policies, and role definitions 
•    Partner with the Information Security IAM team during IAM implementations, upgrades, and process changes 
•    Provide operational input to ensure IAM solutions are supportable, scalable, and efficient 
•    Lead transition to operations activities once IAM capabilities are implemented by Security 
•    Execute access controls defined by Security and Compliance, including least privilege and segregation of duties requirements 
•    Support access reviews, certifications, audits, and evidence collection 
•    Track and report operational metrics including request volumes, SLA performance, exceptions, and rework 
•    Identify process improvement and automation opportunities and collaborate with Security and IT partners 
•    Maintain standard operating procedures, runbooks, and access documentation 
•    Serve as the operational escalation point for access related service issues handled by the Back Office team
•    Partner with key stakeholders and take appropriate ownership during AI and automation initiatives focused on improving customer satisfaction and MTTR
•    Identify ways to improve the onboarding and access management process with the goal of moving away from middleware reliance
•    Lead the M&A workstream for Back Office activities to ensure a smooth transition to Stryker systems 

What you need:

•    Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience 
•    Formal training in IT service management, access controls, or identity operations preferred
•    8+ years of experience in IT access provisioning, Back Office operations, identity operations, or related IT support functions 
•    2+ years of people management or team leadership experience 
•    Hands on experience with enterprise directory services and identity platforms (e.g., Active Directory, Entra ID/Azure AD) 
•    Working knowledge of IAM, IGA, and access governance concepts (program ownership not required) 
•    Experience partnering with Security teams in a shared ownership or operating model environment 
•    Experience supporting audit driven or regulated environments preferred 
•    Familiarity with ITSM platforms such as ServiceNow 
•    Relevant certifications (ITIL, security, or identity related) are a plus

Physical & mental requirements: 
•    Ability to work for extended periods at a workstation and use standard office equipment 
•    Ability to manage multiple priorities and make sound decisions in a fast paced operational environment 
•    Strong attention to detail and ability to interpret and apply security and compliance requirements 
•    Ability to communicate clearly with technical and non technical stakeholders 
•    Occasional off hours support may be required during critical changes, incidents, or IAM implementations