The Service Delivery Manager for Identity and Access Management will manage the integration, cross-technical and multi-team coordination required to deliver technical services to the NYU community, employing the NYU IT Service Model Process. Collaborate with NYU leaders to gather requirements and client needs and monitor ongoing service levels and communications. Provide accurate and timely reports with recommendations for continuous improvement on service levels to NYU leaders. Oversee and engage in the development of the service delivery model and tactical planning and implementation of Information Technology services, activities, and performance levels of technology tools provided to the NYU community. Engage NYU IT leaders and stakeholders in the planning and development of new Identity services, metrics, tools, policies, and operations. Manage the start-up and improvement of services, and coordinate upgrades and troubleshooting with global and New York staff. Work across the University to integrate services, develop economies of scale in service delivery, and advise on high-level IT strategies. Integrate with IT Service Management processes: incident management, change management, problem management, release management, capacity management, and configuration management. Proactively plan and participate in service strategy across the spectrum of Identity and Access Management, including single sign-on (Shibboleth/SAML2 and OpenId Connect/OAuth2), multi-factor authorization (Duo), and high availability. Oversee the administration of SLAs and OLAs.