We are the leading provider of qualified 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.

The Identity Operations

Lead 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.

Leadership & Operational Management Oversee daily IGA operations, ensuring SLAs, service quality, and customer satisfaction targets are consistently met. Drive continuous improvement initiatives, operational maturity, and process optimization within the identity operations function. Provide advanced technical oversight for SailPoint IdentityIQ (IIQ)/IdentityNow /Identity Security Cloud (ISC) operations, including troubleshooting, configuration, and lifecycle management.

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. 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. 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.

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. 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).

We offer flexibility in your schedule, empowering you to balance life’s demands, while also maintaining your ability to serve clients. sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); national origin; physical or mental disability; medical condition (including family and medical leave); domestic violence victim status; Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership.RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. 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.

Individuals selected for this role will be eligible for a discretionary bonus based on firm and individual performance. #

📌 Responsable Gestion de Configuration Opérationnelle H/F (Toronto)
🏢 RSM Canada
📍 Toronto