Senior IAM Lead - Healthcare

Role Purpose

The Senior IAM Lead is accountable for the day-to-day delivery, control and continuous improvement of identity and access management services within a large Singapore public healthcare environment. The role leads a sizeable operational team, protects service levels, strengthens access governance and serves as a trusted link between the client, clinical and corporate users, application owners, audit stakeholders and delivery teams.

Key Responsibilities

1. IAM Operations and Service Delivery

• Lead daily IAM operations across at least 50 enterprise or healthcare applications, covering user provisioning, access modification, de-provisioning, revalidation and authentication or authorisation support.
• Direct ticket assignment, request prioritisation, queue management, backlog reduction and escalation handling to achieve contractual service levels and operational targets.
• Coordinate access readiness for employee onboarding, transfers, postings, rotations, project mobilisation and separation activities.
• Maintain disciplined operating procedures, knowledge records and handover controls to support consistent and reliable service delivery.

2. Team Leadership and Performance

• Lead, coach and develop a sizeable team of ID Administrators, setting clear ownership, quality expectations and performance standards.
• Allocate resources dynamically based on demand, capacity, ageing requests, priority cases, planned activities and client escalations.
• Conduct regular operational reviews, address capability or conduct gaps and build a culture of accountability, collaboration and continuous improvement.

3. Client and Stakeholder Management

• Act as the primary operational point of contact for IAM service matters and provide clear, timely updates on performance, risks, escalations and recovery actions.
• Lead client service reviews and coordinate resolution across ID Administration, application, infrastructure, security and support teams.
• Translate technical and operational issues into practical recommendations for business and management stakeholders.

4. Access Governance, Risk and Audit

• Ensure access is provisioned in line with approved roles, least-privilege principles, segregation requirements and applicable policies.
• Oversee role-based access control checks, privileged access governance, periodic access reviews, exception investigation and remediation tracking.
• Support internal and external audits by coordinating evidence, explaining operational controls, responding to queries and closing findings within agreed timelines.
• Maintain compliance with applicable privacy, security and client requirements, including PDPA and controls relevant to regulated environments.

5. Reporting, Controls and Continuous Improvement

• Monitor SLA performance, service quality, recurring incidents, control exceptions and operational risk; initiate corrective and preventive action where required.
• Produce accurate management and client reporting covering volumes, backlog, ageing, productivity, quality, escalations, audit matters and improvement actions.
• Use PowerShell, Excel Power Query, Office Scripts, Power BI or similar tools to streamline evidence preparation, reporting and repetitive workflows.
• Contribute to root-cause analysis and service-improvement initiatives that strengthen security, efficiency and end-user experience.

Requirements

• At least 4 years of relevant experience spanning IAM or ID administration, access governance, IT security operations and SLA-based technology service delivery.
• Current or recent experience leading an IAM or ID Administration operation of at least 20 team members, including work allocation, queue control, coaching, escalations and performance oversight.
• Demonstrated responsibility for IAM delivery across at least 50 enterprise applications in a large, complex user environment.
• Direct experience supporting Singapore public healthcare or an equivalent highly regulated, privacy-sensitive critical-services environment; public healthcare experience will be strongly prioritised.
• Strong working knowledge of the Joiner-Mover-Leaver lifecycle, RBAC, least privilege, access reviews, privileged access governance and audit evidence management.
• Hands-on experience with Microsoft Active Directory and PAM technology, together with ServiceNow, IBM Control Desk or a comparable enterprise ITSM platform.
• Proven ownership of client-facing SLA reviews, operational escalations, internal or external audit meetings, evidence requests and remediation follow-up.
• Practical reporting or workflow-automation capability using PowerShell and advanced Excel tools such as Power Query or Office Scripts.
• ITIL 4 Foundation and a recognised entry-level or higher cybersecurity certification, such as ISC2 Certified in Cybersecurity (CC), Security+ or equivalent.
• Clear written and verbal communication, sound judgement, structured problem-solving and the confidence to lead under operational pressure.

Additional Advantages

• Diploma or degree in information technology, cybersecurity, business, accounting or a related discipline.
• Hands-on exposure to endpoint-security operations, security incident triage, endpoint firewall controls and NIST-aligned controls.
• Experience producing client-ready dashboards or management reporting using Power BI or Microsoft 365 tools.