CIAM Service Manager

Experis Australia; City of Melbourne; Hybrid; AUD 150,000 - 190,000; Full time

Job summary

ManpowerGroup in Australia is seeking an EL1 CIAM Operations Team Lead to steer a high-performing CIAM group responsible for reliability, stability and performance of a national identity platform.

This leadership role combines strong identity management expertise with operational management and people leadership, guiding incident response, runbooks, and continuous improvement within a hybrid work arrangement.

Qualifications

• Proven experience leading operational or technical support teams.
• Strong knowledge of identity frameworks and token lifecycle.
• Ability to develop SOPs and runbooks.

Responsibilities

• Lead and mentor the CIAM Operations team to deliver operational outcomes.
• Monitor platform health, performance and service availability.
• Coordinate incident response and resolution activities.
• Lead investigations into complex issues, including log analysis.
• Coordinate system releases and operational readiness activities.
• Develop and maintain runbooks and documentation.
• Drive improvements to reduce incidents and improve reliability.
• Enhance monitoring, observability and automation.
• Build collaborative relationships across technology, operations and business teams.
• Provide reporting on operational performance, risks and service outcomes.

Skills

CIAM Operations

OAuth 2.0

OIDC

Incident Management

Leadership

Observability

Stakeholder Engagement

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.

About the Role

Location: QLD, ACT, VIC, NSW

Contract Tenure: 18 months

Work Arrangement: Hybrid

Security Clearance: NV1

WE PAY WEEKLY

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. Please indicate your preferred method of communication in your resume and please let us know if you require any reasonable adjustments should you be contacted for an interview.

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