Identity Operations Manager - SailPoint

RSM Canada Operations ULC; Toronto; On-site; CAD 98,000 - 180,000; Full time

Benefits offered by this job

Competitive benefits package

Discretionary bonus

Job summary

RSM Canada Operations ULC is seeking an Identity Operations Manager to lead day‑to‑day Identity Governance & Administration (IGA) operations with a SailPoint focus. You will manage a regional team, ensure operational excellence, and serve as a primary escalation point for complex identity issues across Middle East clients.

This role blends technical depth with people leadership and cross‑functional coordination to deliver secure, scalable identity services.

Qualifications

• 5+ years IAM operations experience, with supervisory responsibilities.
• Experience with integrations, connectors, and performance tuning.
• Knowledge of cloud platforms (AWS/Azure) and hybrid identity architectures.
• Strong communication across international teams and clients.

Responsibilities

• Lead, mentor, and develop a team of Identity Operations Engineers supporting SailPoint environments.
• Oversee daily IGA operations, ensuring SLAs and customer satisfaction targets are met.
• Act as escalation point for high-priority identity incidents and coordinate response across teams.
• Drive continuous improvement in operational maturity and governance.
• Provide technical oversight for SailPoint IIQ/IdentityNow/ISC operations.
• Manage access reviews, provisioning/deprovisioning, and identity lifecycle governance.
• Collaborate with engineering, DevOps, and product teams on platform issues and upgrades.
• Monitor metrics and provide executive‑level reporting on identity operations.
• Participate in on‑call rotation to support 24x7 P1 coverage.

Skills

IAM operations

Team leadership

SailPoint experience

Cloud platforms

Cross-functional communication

Tools

SailPoint IdentityIQ

IdentityNow

Identity Security Cloud

Okta

Azure AD

Job description

About the Company

We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients. You’ll find an environment that inspires and empowers you to thrive both personally and professionally. There’s no one like you and that’s why there’s nowhere like RSM.

Role Overview

The Identity Operations Manager will oversee day‑to‑day Identity Governance & Administration (IGA) operations with a primary focus on SailPoint. This leader will manage a regional team, ensure operational excellence, and serve as a key escalation point for complex identity issues across Middle East clients. The role blends technical depth with people leadership, process governance, and cross‑functional coordination to ensure secure, reliable, and scalable identity services.

Key Responsibilities

• Lead, mentor, and develop a team of Identity Operations Engineers supporting SailPoint environments across the Middle East region.
• Oversee daily IGA operations, ensuring SLAs, service quality, and customer satisfaction targets are consistently met.
• Act as the primary escalation point for high‑priority identity incidents, coordinating response efforts across engineering, security, and client teams.
• Drive continuous improvement initiatives, operational maturity, and process optimization within the identity operations function.
• Provide advanced technical oversight for SailPoint IdentityIQ (IIQ)/IdentityNow /Identity Security Cloud (ISC) operations, including troubleshooting, configuration, and lifecycle management.
• Guide the team in resolving complex identity issues, integrating with cloud/on‑prem systems, and supporting custom SailPoint workflows and connectors.
• Ensure proper execution of access reviews, provisioning/deprovisioning processes, and identity lifecycle governance.
• Have an understanding of the data privacy and other applicable regulations relevant to supporting Middle East clients.
• Oversee and regularly update documentation, operational runbooks, and knowledge‑base content to ensure consistent execution and audit readiness.
• Maintain metrics for overall L1/L2 operations on a weekly basis.
• Collaborate with SailPoint's delegated operations personnel to ensure appropriate allocation of resources to support clients in a timely and efficient manner.
• Work closely with Engineering, DevOps, and Product teams to address critical platform issues, ensuring timely deployment of patches, and support upgrades.
• Collaborate with client's stakeholders to understand, communicate technical issues and liaise/collaborate with client's engineers or SailPoint's engineers where applicable.
• Monitor performance metrics, and operational KPIs; utilize tools available with SailPoint to provide executive‑level reporting and insights identity operations.
• Lead trend analysis and root‑cause investigations to proactively identify systemic issues and prevent recurrence.
• Participate in on‑call rotation to support 24x7 operational coverage, specifically for P1 issues.
• Ensure P1 issues are given the attention within the defined SLA's.

Required Qualifications

• 5+ years of experience in IAM operations, with at least 2+ years in a supervisory or managerial capacity.
• Experience with integrations, connector management, performance tuning and analysis.
• Experience with cloud platforms (AWS, Azure) and hybrid identity architectures.
• Strong communication skills, including experience working and supporting international teams and clients.
• Proven ability to lead teams, manage escalations, and drive operational improvements and customer satisfaction.

Preferred Skills

• Strong hands‑on experience with SailPoint IdentityIQ (IIQ) and/or IdentityNow /Identity Security Cloud (ISC) in enterprise environments.
• Solid understanding of identity protocols and technologies (SAML, OAuth, SCIM, REST APIs).
• Experience with additional IAM platforms (Azure, Okta, Oracle, IBM, etc.).
• Background in Java‑based troubleshooting or development (helpful for SailPoint customization).
• Familiarity with Active Directory, Azure AD, and enterprise directory services.
• Experience with IAM governance workflows.
• Strong analytical mindset with the ability to think creatively when solving complex identity issues.

Benefits and Compensation

• Competitive benefits and compensation package for all our people.
• Flexibility in your schedule, empowering you to balance life’s demands, while also maintaining your ability to serve clients.
• Compensation Range: $98,000 - $180,400
• Individuals selected for this role will be eligible for a discretionary bonus based on firm and individual performance.

Equal Opportunity Statement

RSM does not tolerate discrimination and/or harassment based on race; colour; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender (including gender identity and/or gender expression); sexual orientation; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the Canadian uniformed service; Canadian Military/Veteran status; pre-disposing genetic characteristics or any other characteristic protected under applicable provincial employment legislation.

Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership.

RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please call us at 800-274-3978 or send us an email at [e-mail].

At RSM, an employee’s pay at any point in their career is intended to reflect their experiences, performance, and skills for their current role. The salary range (or starting rate for interns and associates) for this role represents numerous factors considered in the hiring decisions including, but not limited to, education, skills, work experience, certifications, location, etc. As such, pay for the successful candidate(s) could fall anywhere within the stated range.

Why Work at RSM?

RSM accomplished meaningful work and make an impact on the world around us. We work hard to fully understand our clients and work even harder to understand and identify your unique skills. We celebrate the differences among us and empower our talented professionals to grow forward, both personally and professionally. Our clients benefit from fresh insights and energy as we collaborate to support them, and our teams enjoy a work environment that inspires and empowers them to thrive.

Learn more about our total rewards at https://rsmcanada.com/careers/life-at-rsm/rewards-and-benefits.html.