Identity Operations Manager - SailPoint
We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients. You’ll find an environment that inspires and empowers you to thrive both personally and professionally.
There’s no one like you and that’s why there’s nowhere like RSM.
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.
- Provide advanced technical oversight for SailPoint Identity IQ (IIQ)/Identity Now /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.
- 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.
- Work closely with Engineering, Dev Ops, and Product teams to address critical platform issues, ensuring timely deployment of patches, and support upgrades.
- Collaborate with client'sstakeholders to understand, communicate technical issues and liaise / collaborate with client's engineers or SailPoint's engineers where applicable.
- 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.
- 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…
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