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About the Role

Join EY's growing Cyber Security practice as a Service Delivery Manager, responsible for the day-to-day delivery of IGA and PAM managed services to clients across the Oceania region. You'll act as the primary operational contact for clients, ensuring services are delivered in line with agreed scope, service levels and commercial arrangements. Working closely with technical teams, senior stakeholders and clients, you'll help maintain service quality, manage incidents and identify opportunities to grow client engagements. You'll also play a key role in helping organisations improve identity governance, automate access management and strengthen cyber resilience. You'll collaborate with technical specialists, architects and client stakeholders on complex identity initiatives across a broad range of industries.

Responsibilities

• Provide technical support for enterprise digital identity platforms including IGA and PAM platforms in all aspects of Identity lifecycle management, provisioning, access governance and privileged access management
• Manage operational support teams, ensuring SLAs and KPIs are met
• Manage day-to-day client contact and act as the primary operational point of contact.
• Monitor incoming client tickets and issues ensuring timely triage and response.
• Support incident management, including coordination and client communications, applying ITIL principles and best practices
• Act as a trusted advisor, aligning service delivery with business needs and objectives.
• Facilitate operational stand-ups and governance meetings, ensuring issues, risks and service performance are appropriately tracked and communicated.
• Produce monthly operational and service reports as required.
• Escalate operational risks and issues requiring management attention.
• Take ownership of critical client issues, including rostered after-hours support.
• Prepare incident reports and post-incident documentation.
• Drive continuous service improvement, identifying opportunities to improve processes, service quality and overall delivery.
• Support the preparation of proposals, estimates and pitch materials for new and existing clients.

Requirements

• Technical knowledge of Active Directory, Entra ID, Web Services, Windows PowerShell.
• Experience implementing or good working knowledge of .NET, SQL Database and Web Services based solutions and an interest in developing these skills further.
• Demonstrated experience in supporting complex enterprise IAM platforms and IGA solutions.
• Strong problem-solving and troubleshooting skills.
• Experience working in complex enterprise environments.
• The ability to communicate effectively with both technical and business stakeholders.
• Consulting, delivery or operational support experience within enterprise environments.
• Demonstrated experience applying ITIL principles.
• Experience with PAM and IGA solution implementations such as, CyberArk, One Identity Manager, SailPoint ISC/IIQ, Active Roles Server, Azure identity technologies or other IGA platforms.
• Aptitude, attitude and willingness to learn.

Skills

• Identity Governance and Administration (IGA)
• Privileged Access Management (PAM)
• Active Directory
• Entra ID
• Web Services
• Windows PowerShell
• .NET
• SQL Database
• ITIL principles

Location

• Melbourne
• Sydney

Work Type

• Hybrid
• Full-time

Experience Level

• Mid-level
• Senior

Salary/Compensations

• Competitive salary, open to negotiation pending on skills and experience.

Benefits

• Yearly wellness incentive
• Access to additional 8 weeks of flex leave per year
• Family-friendly policies
• Up to 26 weeks of gender-neutral paid parental leave

About the Company

• EY is a global leader in assurance, tax, transaction and advisory services.
• We are building a better working world.

Equal Opportunity

• Inclusiveness is core to who we are and how we work together, driving value for our people and for our business.
• We encourage applications from people of all ages, nationalities, abilities, cultures, sexual orientations, and gender identities and are committed to providing an equitable and barrier free recruitment experience for all.
• We encourage you to share any support and adjustments you need to be your best and participate equitably in our recruitment process.
• Anything you tell us will be kept completely confidential.