CIAM Service Manager

Peoplebank; City of Melbourne; On-site; AUD 140,000 - 190,000; Full time

Job summary

Peoplebank is seeking an experienced CIAM Service Manager to join a Federal Government client in Melbourne. The role focuses on leading the CIAM Operations team, ensuring platform reliability, performance, and continuous improvement on an 18-month contract with possible extension.

Applicants must be Australian Citizens. You will oversee releases, incidents, logs analysis, and root-cause investigations, while driving automation and better observability across the CIAM environment.

Qualifications

• Experience leading CIAM/identity management operations.
• Australian Citizenship is required.
• Strong organisational skills and ability to manage workloads.

Responsibilities

• Lead the CIAM Operations team to deliver high-quality service outcomes.
• Monitor CIAM platform performance, manage releases and incident resolutions.
• Guide the team in investigating complex issues, analysing logs, and identifying root causes.
• Drive operational excellence through process improvements, automation, and observability.
• Develop and maintain operational documentation and SOPs.
• Collaborate with cross-functional teams to resolve issues for internal stakeholders and external consumers.

Skills

OAuth 2.0

OIDC

Token lifecycle

Identity Federation

Authentication flows

Team leadership

Stakeholder management

Tools

Log analytics tools

Observability tools

Job description

We are seeking an experienced CIAM Service Manager to join our Federal Government client. This is an exciting opportunity to lead the Consumer Identity and Access Management (CIAM) operations, ensuring platform reliability, performance, and continuous improvement. The role is offered on an 18-month contract with possibilities for extension.

Due to client requirements for this role, candidates must be Australian Citizens.

As the selected candidate, you will:

• Lead, motivate, and develop the CIAM Operations team to deliver high-quality service outcomes.
• Monitor and report on the performance of the CIAM platform, managing releases and incident resolutions.
• Guide the team in investigating complex issues, analysing logs, and identifying root causes.
• Drive operational excellence through continuous process improvements, automation, and better observability.
• Develop and maintain operational documentation and standard operating procedures.
• Collaborate closely with cross-functional teams to ensure seamless and timely resolution of issues, supporting both internal stakeholders and external consumers.

We are seeking an experienced CIAM Service Manager to join our Federal Government client. This is an exciting opportunity to lead the Consumer Identity and Access Management (CIAM) operations, ensuring platform reliability, performance, and continuous improvement. The role is offered on an 18-month contract with possibilities for extension.

Due to client requirements for this role, candidates must be Australian Citizens.

As the selected candidate, you will:

• Lead, motivate, and develop the CIAM Operations team to deliver high-quality service outcomes.
• Monitor and report on the performance of the CIAM platform, managing releases and incident resolutions.
• Guide the team in investigating complex issues, analysing logs, and identifying root causes.
• Drive operational excellence through continuous process improvements, automation, and better observability.
• Develop and maintain operational documentation and standard operating procedures.
• Collaborate closely with cross-functional teams to ensure seamless and timely resolution of issues, supporting both internal stakeholders and external consumers.

To be successful in this role, you should have:

• Sound knowledge of OAuth 2.0, OpenID Connect (OIDC), token lifecycle, identity federation, and authentication/authorisation flows.
• Strong organisational skills and the ability to effectively manage workloads and team priorities.
• Proven experience in leading and coaching operational teams, with a focus on capability uplift and continuous improvement.
• Excellent relationship-building skills to foster collaboration across teams and stakeholders.
• Experience in developing, maintaining, and implementing operational procedures and documentation.
• A positive attitude towards supporting people with disabilities or relevant lived experience.

It is desirable if you have:

• Experience supporting high-volume, externally facing digital services.
• Knowledge of SaaS, cloud-hosted identity services, or hybrid environments.
• Skills in log analytics or observability tools.
• Understanding of APIs, REST, JSON, certificates, secrets, and troubleshooting integrations.

This is a fantastic opportunity to make a meaningful impact within a respected organisation, leading critical identity management services to enhance user experience and security.

Peoplebank and Leaders IT are committed to creating a diverse and inclusive workplace where everyone belongs. We welcome applications from people of all backgrounds, identities, and experiences. If you need adjustments to the recruitment process due to your circumstances, please let us know—we’re here to support you.

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