Job Description

Cyderes (Cyber Defense and Response) is a pure-play, full life-cycle cybersecurity services provider with award-winning managed security services, identity and access management, and professional services designed to manage the cybersecurity risks of enterprise clients.  We specialize in multi-technology, complex environments with the in speed and agility needed to tackle the most advanced cyber threats. We leverage our global scale and decades of experience to accelerate our clients’ cyber outcomes through a full lifecycle of cybersecurity services. We are a global company with operating centers in the United States, Canada, the United Kingdom, and India.

About the Job:

Technical Services Manager of Identity & Access Management, Managed Services, will play a crucial role in ensuring the smooth and efficient delivery of our IAM Managed Services to our clients. Technical Services Manager will be responsible for overseeing the day-to-day operations of our Managed Services team, managing a team of talented professionals, maintain service level agreements/objectives, and uphold the highest standards of quality delivery to our clients and collaborating with cross-functional teams to achieve operational excellence. An important part of your role will be to actively establish internal and external relationships with all stakeholders. You'll anticipate and identify risks within engagements and raise any issues with senior management.  

Responsibilities:

• • Demonstrate in-depth technical capabilities and professional knowledge in Identity and Access Management (IAM) Operations, especially around Identity Governance and Access Management
  • Lead, mentor, and manage a team of IAM professionals, providing guidance and support to ensure high-performance levels and growth.
  • Act as the primary point of contact for clients, ensuring exceptional service delivery, managing client expectations, and fostering strong client relationships.
  • Oversee the delivery of IAM Managed Services, ensuring adherence to SLAs, KPIs, and industry best practices.
  • Develop and implement operational processes, policies, and procedures to optimize service delivery efficiency and quality.
  • Allocate resources effectively, manage workloads, and ensure the team is adequately trained and equipped to meet client needs.
  • Identify and mitigate operational risks, proactively addressing issues to maintain service continuity.
  • Drive continuous improvement initiatives to enhance service quality, operational efficiency, and client satisfaction.
  • Deliver engaging presentations to clients, effectively communicating the benefits, scope, and value of our IAM solutions during client meetings and pre-sales engagements.
  • Lead effectively in a strong Customer service oriented environment, while managing and prioritzing multiple projects
  • Lead troubleshooting/technical discussions and root cause analysis for IAM tools such as Okta, SailPoint, and others, ensuring prompt resolution of issues and optimizing tool performance.
  • Lead incident management efforts, ensuring prompt response to production outages/incidents, and overseeing the resolution of incidents timely within agreed SLA.
  • Conduct root cause analysis for incidents, identifying underlying issues and implementing preventive measures to minimize future occurrences.
  • Conduct Quarterly Business Reviews (QBRs) and monthly reporting calls with clients to review KPIs, project progress, and identify areas for improvement.
  • Develop and maintain reports on Key Performance Indicators (KPIs) to provide clients with insights into the effectiveness of our IAM services.
  • Monitor team performance and service metrics, providing regular reports and recommendations for improvement.
  • Support North American and European clients during their time zones and on-call duties for critical incidents. 

Requirements:

• • 5+ years of experience in IAM operations with at least 2 years experience in a similar role
  • 5+ years of Managed Services operations experience with one of the tools – SailPoint IIQ, SailPoint IDN, Ping & Okta
  • Engage in pre-sales discussions with potential clients, understanding their requirements, and working with solution architects to design IAM solutions tailored to their needs.
  • Develop comprehensive Statements of Work for client engagements, outlining project scope, objectives, deliverables, timelines, and resource requirements.
  • Strong knowledge of IAM solutions, technologies, and industry best practices.
  • Excellent leadership and team management skills.
  • Proven experience in client relationship management.
  • Strong problem-solving and decision-making abilities.
  • Exceptional communication and interpersonal skills.
  • Excellent analytical skills and knowledge of data analytics methods
  • Possession of the CISSP certification or equivalent