IT Infrastructure Manager – Back Office Operations

About the role

The Manager, Back Office Operations leads the team that provisions and maintains user access to enterprise systems and applications. This role ensures access aligns with business needs, security policies, and regulatory requirements while minimizing friction for end users.

Key responsibilities

• Lead, coach, and develop the Back Office team, handling 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.
• Partner with the Information Security IAM team during implementations, upgrades, and process changes.
• Execute access controls defined by Security and Compliance, including least‑privilege and segregation of duties.
• Support access reviews, certifications, audits, and evidence collection.
• Track and report operational metrics such as 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.
• Lead M&A workstream for Back Office activities to ensure smooth transition to Stryker systems.

Required profile

• Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent experience.
• 8+ years of experience in IT access provisioning, identity operations, or related support functions.
• 2+ years of people management or team leadership experience.
• Experience partnering with Security teams in a shared‑ownership model.
• Familiarity with audit‑driven or regulated environments is preferred.

Required skills

• 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.
• Experience with ITSM platforms.