IAM Managed Services Lead

Location

This role will be in our Adelaide CBD office. There will also be occasional onsite client engagement, as required.

Key Purpose

This is a strategic and hands-on role, ideal for a technically adept leader who is passionate about identity systems and service excellence. The successful candidate will continuously look for ways to enhance client satisfaction, strengthen our service delivery model, and develop the capability of the support team.

The Managed Services Lead is responsible for the leadership, operation and continuous improvement of Identifly's managed services capability. This role oversees a specialist team that delivers proactive, high-quality support services to our clients' identity environments, spanning Identity Providers (IdP), Identity Governance and Administration (IGA), and Privileged Access Management (PAM) systems. With a focus on ensuring performance against service level agreements, the Managed Services Lead will play a pivotal role in maintaining operational excellence while seeking opportunities to enhance service delivery, streamline processes, and maximise the value our clients derive from their identity security investments.

This position combines team leadership, technical delivery, customer engagement, and operational oversight. The Managed Services Lead will coordinate and mentor support personnel, manage escalations, and ensure the effective allocation of team resources to meet client expectations and internal priorities. They will lead the operationalisation of support engagements, contribute to tooling and automation efforts, and partner with internal and external stakeholders to ensure solutions remain aligned with client objectives and industry best practices. There is a large focus on proactive continuous improvement including streamlining processes, managing risks and identifying opportunities to enhance customer's identity technology deployments and related processes.

About Us

We are a leading implementation partner specialising in Identity and Access Management, Privileged Access Management, and Identity Governance. We are a forward-thinking team of cybersecurity professionals driven by the desire to secure all apps and users. We help businesses secure their environments by using modern tools, expert knowledge and a pragmatic approach.

We are rapidly becoming Australia's best-known IAM provider and are a trusted partner to our clients across the country. Our reputation is built on being knowledgeable, highly experienced, effective and reliable.

Our team is everything. Hand-picked, high performing, driven and as smart as they come.

·      We have grown rapidly since 2019, and we will continue to attract the A-grade talent we need to grow and be the best.

·      We have customised training plans to meet our people's needs whilst enhancing the capability of our business.

·      We have fun and get the job done.

·      We mentor and vet our staff to grow them into autonomous stars.

We are always looking for awesome, talented people to join our A-grade team.

About You

Ideally you come from an infrastructure, service desk and/or cybersecurity background. You will have excellent customer engagement skills and a passion for technical problem solving. A strong technical acumen is a must, and familiarity with the identity security domain and service management frameworks (e.g. ITIL) is vital. We are looking for experience with IGA, IdP, and PAM systems and principles.

We work heavily with IAM platforms including Okta, Azure, SailPoint, Saviynt, CyberArk, Silverfort, Delinea and CrowdStrike and experience in some of these technologies is a must. Importantly, the concepts that these platforms support - password management, MFA, SSO, contextual access, risk-based auth, roles, HR as a master, automated provisioning and privileged session management must be well understood and you must have the ability to communicate these concepts.

Experience with Active Directory, Entra ID, Entra ID Connect and M365, device management and device authentication would be preferred. Familiarity with a scripting language will be looked upon favourably.

Identity systems connect with everything, so understanding IAM in a larger digital context is crucial. Experience with any of the following is a nice to have: SIEMs, SAP, SuccessFactors, Workday and ServiceNow.

Not all these technologies are necessary to get the job, but some experience in IAM and a willingness to learn new technologies is what we are after.

You will need to take the initiative and work comfortably without supervision. You will be expected to 'manage-up' and report back to leadership. Communication is key. You will need to manage expectations of your peers and our customers and the ability to engage with a range of stakeholders and explain complex ideas clearly and effectively.

Your written communication skills must be on-point, as a large part of this role will be developing technical documentation and communicating ticket progress and resolution with our clients.

You should also bring an understanding of ITIL principles and related service management practices, including incident, problem, and change management.

About The Role

Technical Work and Remediation

·      Oversee the triage process including appropriate prioritisation of customer tickets and allocation to team

·      Advanced technical troubleshooting and resolving of support tickets from customers aligned to SLAs

·      Manage and ensure daily operational health checks are completed and actioned

·      Identify repeating customer issues and implement root cause fixes to reduce tickets for customers

·      Assist in project delivery work as required.

Support Team Leadership

·      Ensure the support teams workload is prioritised and allocated appropriately

·      Review and report on workload utilisation weekly

·      Roster and allocate staff to manage Managed Services Support in line with contractual SLAs

·      Onboard new staff into the support team

·      Identify and manage upskilling of support team with leadership

·      Facilitate regular one on ones and contribute to performance planning

·      Mentor and guide other support staff to success.

Service Management & Reporting

·      Accountable for meeting customer SLAs (Response and Resolution times)

·      Produce monthly support reporting including burndowns and SLAs

·      Operationalise support services including onboarding Identifly as a supplier

·      Manage and track team access to customer resources

·      Transition project deliveries into Managed Support Services, including tooling, documentation and access provisioning.

Continuous Improvement and Service Enhancement

·      Identify opportunities to improve processes and enhance service efficiency

·      Drive initiatives to streamline workflows and eliminate unnecessary complexity

·      Actively contribute to the development of tools and templates to improve service delivery

·      Seek and implement feedback from customers to ensure our services continue to meet and exceed expectations

·      Promote a culture of continuous improvement within the support team.

Managing Client Relationships

·      Oversee support work and status across all MSP clients

·      Identify and escalate roadblocks or issues early

·      Participate in internal standups and client-facing update meetings

·      Understand clients' requirements, pain points and future direction.

Key Responsibilities and Outcomes

The Managed Services Lead is responsible for overseeing the delivery and ongoing improvement of managed support services for Identifly's clients. This includes ensuring service quality, leading the support team, and maintaining strong client relationships.

Key responsibilities include:

1. Leading the delivery of managed services in line with client contracts and SLAs.

2. Managing technical escalations and contributing to hands-on issue resolution.

3. Coordinating with stakeholders to understand requirements and improve services.

4. Driving continuous improvement of support processes, documentation, and tooling.

1. Supporting the transition of projects into managed services, including onboarding.

6. Reporting on service performance, including SLA compliance and client satisfaction.

7. Mentoring team members to build technical capability and service excellence.

8. Identifying opportunities to streamline operations and enhance client outcomes.

9. Performing other duties as directed by leadership.

Skills and Experience

Experience

-

7+ years of IT experience

• 3+ years in customer-facing roles (such as ITSM)

• Proven expertise in ITIL processes, service reporting, and team leadership

• 3+ years in Identity/Security or Infrastructure domains

• Security Awareness - Least-privilege, basics of identity threats

• It would be favourable, but not mandatory to have the following:

• Experience with IdP solutions (Okta, Azure)

• Experience with PAM solutions (CyberArk, Delinea, Silverfort)
• Experience with IGA solutions (SailPoint and Saviynt)
• Experience with AD - user and groups, authentication and access controls, GPO
• Experience with JIRA and Agile delivery

• SIEM, O365, Ping, ForgeRock, SuccessFactors, MIM, WorkDay, PeopleSoft, NetIQ, ServiceNow

• Strong knowledge of IAM domains: Access, Authentication, Provisioning, Governance

• Cyber Security Frameworks (e.g., NIST, ISO27001)

• Proven stakeholder engagement experience.

Skills

• Strong ability to communicate complex technical ideas clearly and effectively

• Excellent analytical and stakeholder engagement skills

• Exceptional technical writing for design and documentation

• Ability to identify and mitigate security risks

• Ideally you will have skills or exposure to:

• IAM platforms (Okta, Entra ID, Ping, SailPoint, Saviynt)

• PAM platform expertise (CyberArk, Delinea)
• Integration skills (API, database, SCIM)
• Cloud skills (Azure, AWS, Google)
• Scripting and querying skills (e.g. PowerShell, Python, JS, SQL)

• System administration (AD, LDAP, RADIUS, ADFS)

• Excellent time management and autonomy