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

Leadership & Operational Management

• 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.

SailPoint & IAM Expertise

• 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.

Program Governance & Compliance

• 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.

Cross‑Functional Collaboration

• 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.

Operational Excellence

• 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.

At RSM, we offer a competitive benefits and compensation package for all our people. We offer flexibility in your schedule, empowering you to balance life’s demands, while also maintaining your ability to serve clients. Learn more about our total rewards at https://rsmcanada.com/careers/life-at-rsm/rewards-and-benefits.html.

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.