Senior Service Manager (m/w/d)

Our client is seeking an experienced Senior IAM / CIAM Service Manager to support and optimize a business-critical customer identity platform used across multiple digital channels and applications. This role is responsible for the operational support, security, governance, optimization, and continuous improvement of identity and authentication services. You will work closely with engineering teams, security specialists, vendors, and business stakeholders to ensure service availability, performance, compliance, and operational excellence while supporting ongoing digital transformation initiatives.

Responsibilities

• Provide build-and-operate support for Akamai Edge services to meet availability, stability, performance, and SLA commitments.
• Perform advanced troubleshooting and root cause analysis for incidents, problems, and recurring issues across authentication and identity flows.
• Support lifecycle management of applications and integrations consuming CIAM services.
• Execute and support change, release, and deployment activities to ensure secure and controlled service updates.
• Ensure compliance with security, risk, and governance requirements, including access reviews, audit support, logging, and data protection controls.
• Maintain accurate service documentation, runbooks, operational procedures, and knowledge articles.
• Manage dependencies and constraints by documenting trade-offs, owning technical debt actions, and escalating risks where required.
• Collaborate with vendors and internal teams to track defects, enhancements, and roadmap dependencies.
• Own service reporting, KPI monitoring, and operational reviews, driving continuous improvement initiatives.
• Support the ongoing optimization, security, and reliability of customer identity and authentication services.