IAM Platform Support Lead

Job Description

When it comes to putting people first, we're number 1.

The number 1 Top Employer in South Africa.
Certified by the Top Employer Institute 2025.

Role Purpose/Business Unit:

• The IAM Platform Support Lead is responsible for managing the operational performance, availability, and optimization of the Identity and Access Management platform and related services. The role ensures the smooth operation of IAM systems and services while maintaining compliance, driving operational excellence, and supporting organizational security objectives.

• This position plays a critical role in leading the team responsible for incident management, service request fulfilment, platform monitoring, platform maintenance, and user support for IAM services, including authentication, authorization, access management and identity lifecycle processes.

Your responsibilities will include:

Platform and Services Support:

• Lead and manage the IAM support and operations functions to deliver high-quality IAM products and services within timeframes, budgets, and standards, ensuring continuous service availability, performance, and reliability of IAM platforms. Monitor and troubleshoot IAM systems, oversee application onboarding, manage incidents and requests within SLAs, provide end user support, develop and maintain support documentation, and maintain IAM infrastructure through upgrades, patch management, and security practices.
• Operational Excellence:
  
  • Manage and optimize user lifecycle processes, including onboarding, offboarding, dormancy management, and user verification/identity proofing. Implement and oversee processes for regular access reviews of identities and their access.
  • Incorporate observability practices, such as monitoring, alerting, and telemetry collection, to ensure platform reliability.
  • Drive and demonstrate continuous improvement and automation to enhance system efficiency and security, and adopt a proactive approach to incident management to prevent future disruptions.

Team Leadership:

• Lead and mentor the IAM support and operations team to ensure exceptional service delivery, while fostering collaboration with security and IT teams to align with organizational goals.
• Conduct regular PD reviews to support both organizational and personal development.
• Take the lead on incidents/boilers and ensure proactive and swift communication on outages while focusing in minimizing Time to Restore and business impact

Compliance and Security:

• Ensure IAM support processes are implemented and comply with applicable standards and regulations, and provide support to audit requirements, as needed to ensure compliance.
• Review and remediate security vulnerabilities and track and manage software obsolescence across all IAM environments to ensure compliance.

Vendor and Contract Management

• Manage vendors and ensure contracts are in place to ensure compliance to SCM policies. Meet with vendors regularly to conduct service reviews, track adherence to SLAs and drive improvements in service delivery KPIs.

Stakeholder and Financial Management:

• Act as the main contact for IAM platform support queries and stakeholder communications. Collaborate with various teams to align IAM support SLAs with business needs. Manage IAM platform support budgets to ensure adherence to committed forecasts. Manage budget deviations proactively through ongoing and regular engagement with budget owner/s.

The ideal candidate for this role will have:

• Matric/Grade 12 is essential.
• 3 year degree or diploma in IT, IT Engineering, Computer Science or relevant field
• 5 - 8 years of Telecommunication knowledge & overall IT Experience is essential
• Preferred ITIL certification
• CompTIA Security Certification (Desirable)

Core competencies, knowledge and experience:
• Solid background and experience in a Service Management or Service Operations role, in an IT or application operations environment.
• Strong relationship building, persuasion, and collaboration and communication skills within a team.
• Ability to lead and manage staff, budget and vendor contracts and SLAs
• Strong service management skills within IT operations
• Excellent working knowledge and experience of managing an IAM environment.

Additional Competency Requirements:
• Detail and Quality orientated
• Problem-solving and Analytical Skills
• Customer centric
• Must cope well under extreme pressure in a demanding environment
• Present and collaborate with Exco on various activities and projects.
• Must be decisive in decision making

We make an impact by offering:

• Enticing incentive programs and competitive benefit packages
• Retirement funds, risk benefits, and medical aid benefits
• Cell phone and data benefits, advantages fibre connection discounts, and exclusive staff discounts offered in collaboration with partner companies

Closing date for Applications: 08 December 2025.

The base location for this role is Century City or Midrand Campus.

The company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
Vodacom is committed to an organisational culture that recognises, appreciates, and values diversity & inclusion.