Senior Service Manager (m/w/d) at Everience · The Hague

Company Description

Everience is an international consulting group delivering AI-augmented digital services and placing people at the heart of the AI revolution.

With a presence in Europe, Africa, Asia and America, Everience offers its 4,000-strong workforce the most demanding and stimulating environment in which to transform and develop their skills, learning about new AI-based roles and building their future employability.

Through its Symbiotic Academy the group offers a unique hub for training, practical application and exchange where everyone can experiment, learn, and progress in the fields of artificial intelligence and data.

In accordance with its core purpose of orchestrating the symbiotic relationship between humans and AI in the workplace, Everience is making the augmented employee the driving force of a “symbiotic age”, where AI enhances talents and opens up new career opportunities.

Job Description

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.

Qualifications

• Extensive hands-on experience with Akamai Edge technologies.
• Strong knowledge of web and API security solutions, including:
  • DDoS Protection
  • API Security
  • Bot Management / Bot Detection
  • Geo-Fencing
  • Web Application Firewall (WAF)
  • CDN technologies
  • Account Protection capabilities
• Minimum 8 years of experience within IAM, CIAM, or enterprise authentication environments.
• Hands-on experience with OAuth2 and OpenID Connect (OIDC).
• Experience with customer identity solutions such as Akamai Identity Cloud, Okta, Auth0, or similar platforms.
• Experience supporting large-scale customer-facing authentication and identity services.
• Strong troubleshooting, incident management, and problem management skills.
• Experience working within security, compliance, and governance frameworks.
• Strong stakeholder management and vendor coordination skills.

Additional Information

All our positions are open to both women and men and are, of course, open to people with disabilities.