CIAM Service Manager

Experis; City of Melbourne; Hybrid; AUD 140,000 - 170,000; Full time

Job summary

ManpowerGroup is seeking an EL1 CIAM Operations Team Lead to oversee a high-performing CIAM platform supporting a large national organisation. The role combines identity management expertise with strong operational leadership and people management in a hybrid, multi-state environment.

You will lead daily CIAM platform operations, drive service reliability, and mentor an operations team while working with stakeholders to improve observability and documentation.

Qualifications

• Experience leading operational or technical support teams.
• Strong organisational skills to manage competing priorities.
• Experience developing and maintaining standard operating procedures and operational documentation.
• Excellent stakeholder engagement and relationship management skills.
• Commitment to inclusion and a positive attitude towards people living with disability.

Responsibilities

• Lead and mentor the CIAM Operations team to deliver high-quality operational outcomes.
• Monitor platform health, performance and service availability.
• Manage and coordinate incident response, troubleshooting and resolution activities.
• Lead investigations into complex technical issues, including log analysis and root cause identification.
• Coordinate system releases and operational readiness activities.
• Develop and maintain operational runbooks, procedures and documentation.
• Drive continuous improvement initiatives to reduce recurring incidents and improve service reliability.
• Enhance monitoring, observability and automation capabilities.
• Build strong collaborative relationships across technology, operations and business teams.
• Provide reporting on operational performance, risks and service outcomes.

Skills

OAuth 2.0 / OIDC

Identity federation

Incident management

SOPs / documentation

Tools

Monitoring tools

Log analytics

Job description

Are you an experienced Identity and Access Management professional with a passion for operational excellence, team leadership and delivering reliable digital services at scale?

We are seeking an EL1 CIAM Operations Team Lead to lead a high-performing Consumer Identity and Access Management (CIAM) Operations team responsible for ensuring the reliability, stability and performance of a critical identity platform supporting a large national organisation.

This is a leadership role suited to someone who combines strong technical identity management expertise with proven operational management and people leadership capabilities.

Location: QLD, ACT, VIC, NSW

Contract Tenure: 18 months

Work Arrangement: Hybrid

Security Clearance: NV1

WE PAY WEEKLY

Are you an experienced Identity and Access Management professional with a passion for operational excellence, team leadership and delivering reliable digital services at scale?

We are seeking an EL1 CIAM Operations Team Lead to lead a high-performing Consumer Identity and Access Management (CIAM) Operations team responsible for ensuring the reliability, stability and performance of a critical identity platform supporting a large national organisation.

This is a leadership role suited to someone who combines strong technical identity management expertise with proven operational management and people leadership capabilities.

About the Role

As the CIAM Operations Team Lead, you will lead daily operations of the CIAM platform, ensuring system availability, performance and service excellence for customers and stakeholders.

You will oversee platform monitoring, incident management, operational reporting, release activities and continuous improvement initiatives, while mentoring and developing a skilled operations team.

Working closely with technical and business stakeholders, you will drive operational maturity through enhanced observability, improved documentation, automation and process optimisation.

Key Responsibilities

• Lead and mentor the CIAM Operations team to deliver high-quality operational outcomes.
• Monitor platform health, performance and service availability.
• Manage and coordinate incident response, troubleshooting and resolution activities.
• Lead investigations into complex technical issues, including log analysis and root cause identification.
• Coordinate system releases and operational readiness activities.
• Develop and maintain operational runbooks, procedures and documentation.
• Drive continuous improvement initiatives to reduce recurring incidents and improve service reliability.
• Enhance monitoring, observability and automation capabilities.
• Build strong collaborative relationships across technology, operations and business teams.
• Provide reporting on operational performance, risks and service outcomes.

About You

To be successful in this role, you will demonstrate:

• Strong knowledge of OAuth 2.0, OpenID Connect (OIDC), authentication and authorisation frameworks, token lifecycle management and identity federation.
• Proven experience leading, coaching and developing operational or technical support teams.
• Strong organisational skills with the ability to manage competing priorities and coordinate operational activities effectively.
• Experience developing and maintaining standard operating procedures and operational documentation.
• Excellent stakeholder engagement and relationship management skills.
• A commitment to inclusion and a positive attitude towards people living with disability.

Highly Regarded Experience

• Supporting high-volume, customer-facing digital services.
• Managing SaaS, cloud-based identity platforms or hybrid environments.
• Working with log analytics, monitoring and observability tools.
• Troubleshooting APIs, REST services, JSON integrations, certificates, secrets and identity federation technologies.

ManpowerGroup is committed to being a Diversity Confident Recruiter and encourages applications from people from a diverse range of backgrounds, including people with a disability.

Aboriginal and Torres Strait Islander people are encouraged to apply.

By submitting your resume and other personal information with this application you are consenting to this information being collected in line with our privacy policy. Follow the link to learn more - www.manpowergroup.com.au/privacy-policy