IT Services Manager
Employment Information
Job Description
IT Services Manager accountable for IT services stability and security at African Leadership University. Leading IT Support and managing cybersecurity efforts in a strategic and hands-on role.
Responsibilities:
- The IT Services Manager is accountable for end-to-end stability, security, governance, and performance of the organisation’s technology platforms and IT services.
- This role leads the IT Support function while owning IT Service Management (ITSM), cybersecurity operations, identity governance, incident response, and vendor compliance.
- Ensure availability, reliability, security, and performance of all core IT platforms (Google Workspace, Salesforce, NetSuite, intranet, identity systems, network services).
- Lead ITIL-aligned incident, problem, and change management, embedding security gates into all change and deployment workflows.
- Monitor infrastructure and SaaS platform logs, taking proactive action on anomalies or security alerts.
- Define and enforce system SLAs and platform security KPIs (MTTR, MTTD, failed logins, anomalous access patterns, etc).
- Lead and coach the IT Support team to deliver secure, responsive support.
- Oversee secure device provisioning, endpoint protection installation, OS patching, encryption policies and hardening baselines.
- Maintain secure onboarding/offboarding processes, ensuring zero-day deprovisioning for user accounts and devices.
- Uphold strict documentation, SOPs, configuration standards, and security checklists across all support processes.
- Oversee relationships with technical vendors and service providers (e.g., helpdesk, infrastructure, SaaS platforms).
- Enforce vendor adherence to least-privilege access, MFA requirements, Secure API integrations, data handling & encryption controls, incident reporting timelines.
- Ensure vendors meet performance expectations, SLAs, cybersecurity requirements and compliance obligations.
- Support contract evaluations, renewals, and procurement processes.
- Implement, enforce, and continuously strengthen cybersecurity protocols including Identity and Access Management (IAM), Multi-Factor Authentication (MFA), Privileged Access Management (PAM), Endpoint Detection & Response (EDR), Network and SaaS access controls, Password and authentication policies.
- Maintain and audit user directory services (Google Admin, Azure AD) and ensure tight identity governance (role-based access, zero-trust principles).
- Conduct regular access reviews, audit trails, configuration audits, and logging reviews.
- Lead or support IT and cybersecurity audits (internal and external) ensuring alignment with GDPR, POPIA, ISO 27001 controls, SOC2-aligned standards, and recommended actions from the Cybersecurity Audit & Remediation Plan (2025).
- Coordinate vulnerability scans, remediation cycles, patch compliance, and policy enforcement across all endpoints.
- Own security awareness training and phishing simulations to reduce user risk.
- Respond to incidents rapidly, including triage, containment, remediation and root-cause analysis.
- Contribute to organisational disaster recovery planning, and lead DR drills, failover tests, and business continuity readiness.
- Maintain detailed documentation, including system architectures, network diagrams, data flows, access controls, asset inventories, security policies and configuration logs.
- Ensure all changes go through proper security evaluation, testing, approvals, and rollback planning.
- Own identity lifecycle processes, including joiner/mover/leaver workflows and role/access policies.
- Drive continuous service improvements through user feedback, metrics tracking and post-incident reviews.
- Track and report service quality and security posture metrics to leadership.
- Establish and improve internal ITSM practices, aligning with frameworks such as ITIL.
- Participate in technology governance forums and audit response processes to ensure service accountability.
- Contribute to risk registers, audit responses and compliance certification efforts.
Requirements:
- Bachelors degree in Information Technology, Computer Science or a related field
- ITIL certification or equivalent experience in IT Service Management required
- Cybersecurity certifications (Security+, CISM, CISSP, CEH, or similar)
- Cloud platform security knowledge (Google Admin, AWS, GCP, Azure)
- Knowledge of compliance frameworks (GDPR, ISO 27001, NIST, SOC2)
- 8+ years in IT operations or service management, with 5+ years in leadership
- Proven experience managing multi-platform environments (SaaS, cloud, enterprise systems)
- Demonstrated competency in cybersecurity operations, IAM, MFA, endpoint security, and access governance
- Experience leading IT audits, compliance reviews and security hardening initiatives
- Strong organisational discipline, with ability to enforce standards and drive cultural change toward secure practices
- Excellent communication and troubleshooting skills, with strong bias for operational stability and secure-by-design approaches.
Benefits:
- We are dedicated to fostering an open yet secure environment, balancing the safety of students, staff, and visitors with respect for individual rights, and safeguarding responsibilities.
- Ensure the safety and well-being of all young persons and vulnerable adults with whom we deal, by adhering to ALCHE’s comprehensive safeguarding policy, maintaining a zero-tolerance approach to any violations of safeguarding standards.
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