CIAM Service Manager

Experis ManpowerGroup Sp. z o.o.; City of Melbourne; Hybrid; AUD 105,000 - 132,000; Full time

Job summary

Experis ManpowerGroup Sp. z o.o.

in Australia seeks an EL1 CIAM Operations Team Lead to direct a high-performing CIAM Operations team responsible for reliability and performance of a critical identity platform. You will mentor staff, oversee monitoring, incidents, release readiness and continuous improvement, partnering with technical and business stakeholders to raise observability and automation while delivering service excellence.

Qualifications

• Experience leading operational or technical support teams.
• Strong knowledge of OAuth 2.0, OIDC and identity federation.
• Ability to develop SOPs and operational documentation.
• Excellent stakeholder engagement skills.
• Commitment to inclusion and accessibility.

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

Team leadership

OAuth 2.0

OIDC

Identity federation

Incident management

Stakeholder engagement

Automation

Tools

Log analytics

Monitoring tools

SaaS platforms

Job description

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. 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.