IAM Manager

Job Title: IAM Manager Experience: 8+ Years Job Location: Hyderabad, Pune or Remote Timing: 9 pm to 6 Am (IST) Company Overview: Ensemble Health Partners India is at the forefront of innovation in the Revenue Cycle Management (RCM) space, leveraging modern technology to drive meaningful, real-world impact. Our future ready platforms bring together AI driven analytics, intelligent data ingestion, workflow automation, and business intelligence built on a scalable, cloud native architecture. Our AI powered solutions are actively running in production, continuously optimizing processes and delivering data driven insights at scale. With the second largest market share in the U.S. RCM industry, a global workforce of 15,000+ professionals, and 12 technology patents, we deliver results through strong teams, proven processes, and flexible, modern technologies. As part of our continued growth, we have launched our Global Capability Center (GCC) in Hyderabad designed to serve as a strategic extension of our global operations. The GCC brings together technology, analytics, and RCM expertise to build scalable solutions, accelerate innovation, and support our long-term vision of transforming healthcare operations. At Ensemble Health Partners India, we foster a culture of growth, collaboration, and innovation where your expertise is valued, your ideas are heard, and your work makes a measurable impact. Position Summary: The IAM Manager partners closely with IAM Director, Partnership Success, Client Delivery, Security, HR, and application teams to ensure timely, audit-defensible access fulfillment while reducing manual effort and driving continuous process improvement. Key Responsibilities Intake Operations Oversee daily access request intake through ServiceNow, ensuring all requests include required data (employee identity, manager, employment type, location, access intent) and follow approved provisioning workflows Escalation Management Own and execute the IAM escalation protocol across all tiers: Tier 1 (Day 1–3): Ensure IAM Provisioners/Analysts complete standard follow-up on open tickets Tier 2 (Day 4–8): Serve as the formal escalation point with SLA tracking and documentation Tier 3 (Day 8–10): Coordinate cross-functional escalation meetings with IAM Director Tier 4+ (Day 10–14): Facilitate handoff to Partnership Success and executive stakeholders with formal incident reports Ensure all escalations are documented in ServiceNow People Leadership Lead, mentor, and develop a team of IAM intake analysts and escalation specialists, ensuring delivery, quality, and accountability Conduct regular performance check-ins, coaching, and career development conversations Build a team culture focused on ownership, continuous improvement, and customer obsession SLA & Compliance Monitor and enforce IAM SLAs: client access provisioning ≤14 days from approved request; termination SLA = 24 hours Ensure 45-minute account readiness timelines are met for account reactivation scenarios Collaborate with Risk, Compliance, and Audit teams to meet regulatory and internal control requirements (HIPAA, SOC 2, HITRUST) Process Improvement & Automation Identify and eliminate manual, repetitive intake and escalation processes — manual provisioning is technical debt Partner with IAM engineering to onboard intake workflows into SailPoint, ServiceNow Flow Designer, and Entra ID for automation Cross-Functional Collaboration Serve as the IAM liaison with Partnership Success for client-facing escalation communication Partner with application owners, infrastructure teams, and security stakeholders to onboard applications into IAM intake workflows Participate in request fulfillment — this will be 40% or more of time Required Skills Bachelor’s degree in Information Technology, Cybersecurity, Computer Science, or related field (or equivalent experience) 5+ years of experience in Identity & Access Management, security provisioning, or access governance 2+ years of experience leading or managing teams Hands-on experience with ServiceNow (Service Catalog, Access Requests, Workflows, incident management) Strong understanding of IAM concepts: RBAC, identity lifecycle (Joiner/Mover/Leaver), least privilege, access governance Why Join US? • Work on real-world healthcare and technology challenges, powered by emerging technologies and a strong innovation mindset. • Be part of a fast-growing, people-first organization where your work creates measurable impact. • Grow continuously with structured learning, certifications, and industry-recognized development programs. • Collaborate with high caliber teams that value ownership, trust, and accountability. • Grow alongside an organization that’s scaling with purpose and clarity. Be part of a fast-scaling Global Capability Center with meaningful global responsibility. Benefits: • Comprehensive health insurance coverage for associate, kids (2) and parents supporting physical and financial well-being beyond the workplace. • Accidental insurance coverage for the associate that adds an extra layer of security. • Professional development programs with reimbursement support to help you upskill and grow with confidence. • A workplace that is fully compliant with labor laws, including maternity and paternity benefits. • Thoughtful experiences like welcome kits, company swag, and work anniversary gifts that recognize your journey with us. • Benefits designed to support you at different stages of life and career, not just on day one.