Manager CIAM Service Manager

Role/s: 1 x EL1 CIAM Operations Team Lead As the Consumer Identity and Access Management (CIAM) Operations Team Lead, you will lead the CIAM Operations team to ensure the reliability, stability, and performance of the CIAM platform. You will provide leadership and mentoring to build a high-performing team and drive excellent service outcomes. You will lead the team, monitoring the CIAM platform, reporting on performance, carrying out releases and ensuring the timely resolution of incidents. Drawing on your technical CIAM expertise, you will guide the team in investigations of complex issues, including analysing logs and identifying root causes. The role focuses on operational excellence through continuous improvement, improved observability, stronger runbooks, reduced recurring incidents, process optimisation and increased automation. Working closely with operations teams across the Agency, you will strengthen cross-team collaboration and processes to deliver seamless and timely resolutions for participants and other consumers. Rate: The proposed rate should reflect candidate's skills and experience against the Evaluation Criteria. Candidates that do not demonstrate these criteria will not be assessed. Candidates should be aware that rates may be negotiated further as part of the selection process. Citizenship: As part of the eligibility and suitability requirement, NDIA seeks Labour Hire Workers who are Australian citizens only. Successful candidates will be required to furnish valid evidence of citizenship during the Pre-engagement Check. Labour Hire Licence: Applicable for ACT, VIC and QLD: Labour hire licences are required in the state that specified personnel are being contracted. Key duties and responsibilities As the Consumer Identity and Access Management (CIAM) Operations Team Lead, you will lead the CIAM Operations team to ensure the reliability, stability, and performance of the CIAM platform. You will provide leadership and mentoring to build a high-performing team and drive excellent service outcomes. You will lead the team, monitoring the CIAM platform, reporting on performance, carrying out releases and ensuring the timely resolution of incidents. Drawing on your technical CIAM expertise, you will guide the team in investigations of complex issues, including analysing logs and identifying root causes. The role focuses on operational excellence through continuous improvement, improved observability, stronger runbooks, reduced recurring incidents, process optimisation and increased automation. Working closely with operations teams across the Agency, you will strengthen cross-team collaboration and processes to deliver seamless and timely resolutions for participants and other consumers. Criteria The buyer has specified that each candidate must provide a one page pitch to address all criteria specified. This is equal to 5000 characters. Essential criteria 1. Sound knowledge of OAuth 2.0, OpenID Connect (OIDC), token lifecycle, identity federation and authentication/authorisation flows. 2. Strong organisational and workload management skills, with the ability to effectively coordinate team priorities and operational activities. 3. Demonstrated ability to lead, coach and develop an operations team, including workload management, capability uplift, performance support and continuous improvement. 4. Proven ability to build and maintain effective working relationships across teams and stakeholders. 5. Experience developing, maintaining, and implementing standard operating procedures and operational documentation 6. Lived experience of disability or demonstrated positive attitude towards people living with disability. Desirable criteria 1. Experience supporting high-volume, externally facing digital services 2. Experience supporting SaaS, cloud-hosted identity services or hybrid environments. 3. Experience with log analytics or observability tools. 4. Understanding of APIs, REST, JSON, certificates, secrets, identity federation and integration troubleshooting. Opportunity summary Sellers can submit Up to 2 candidates Number of sellers invited Between 5 and 10 Number of candidates submitted Fewer than 10 Send us feedback About Accessibility Privacy Terms of use Disclaimer and copyright An initiative of the Digital Transformation Agency The Australian Government acknowledges the Traditional Owners of Country throughout Australia and acknowledges their continuing connection to land, waters and community. We pay our respects to the people, the cultures and the Elders past and present. © Commonwealth of Australia