Key Purpose
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.

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.

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 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, IAM, 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 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 design and project as-built documentation.

You should also bring an understanding of ITIL principles and related service management practices, including incident, problem, and change management. Familiarity with these frameworks will be key to ensuring consistent, high-quality service delivery in a managed services environment.

We want someone proactive and professional who will also fit culturally with our team.

About the Role

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.

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.

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:

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

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

Coordinating with stakeholders to understand requirements and improve services.

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

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

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

Mentoring team members to build technical capability and service excellence.

Identifying opportunities to streamline operations and enhance client outcomes.

Performing other duties as directed by leadership.

Working Relationships
This role will work closely with internal and external stakeholders to understand business and technical needs of our clients. It will include deployment and maintenance of technology solutions, and interactions with Project Managers, Security Managers, IT Managers, Technical SMEs, and Security resources.

Skills and Experience
Experience

10+ years of IT experience

5+ years in customer-facing roles

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

3+ years in Identity/Security or Infrastructure domains

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

Experience with IDaaS solutions (Okta, Azure)

Experience with PAM solutions (CyberArk, Delinea, Silverfort)

Experience with MFA, SSO, adaptive security

Knowledge of Cyber Security Frameworks (e.g., NIST, ISO27001)

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

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)

IGA platform expertise (SailPoint, Saviynt)

Integration skills (API, web-services, database, SCIM)

Cloud skills (Azure, AWS, Google)

Scripting and querying skills (e.g. PowerShell, Python, JS, SQL)

System administration (AD, LDAP, RADIUS, ADFS)

Professional and effective client interaction

Excellent time management and autonomy

High attention to detail.

Location
This role will be primarily located in our Adelaide CBD office. We support hybrid working from home and office arrangements. There is an opportunity for remote working arrangements for the right candidate; however, our preference is an Adelaide-based candidate. There will also be occasional onsite client engagement, as required.

Along with your resume, please include a short cover letter telling us why you’re interested in this role and how your experience aligns with what we’re looking for. It doesn’t have to be formal — just something that helps us get to know you a bit better.