IT Infrastructure, Support Cybersecurity Lead
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Core Responsibilities
IT Operations
- Design, implement, and jointly administer—with the Head of Operations—the company’s IT infrastructure, including servers, end-user devices, networks, security systems, and software.
- Ensure the infrastructure is scalable, secure, and optimized to support current and future business systems in alignment with company strategy.
- Maintain 100% uptime and data protection across all IT systems.
- Oversee IT service delivery in line with defined KPIs and SLAs.
- Provide user training to maximize system adoption, productivity, and resource optimization.
Team Development & Accountability
- Mentor and coach the IT Support Team.
- Set clear performance targets and deliverables, and hold the team accountable for high-quality IT service delivery.
- Identify and address team training and development needs to support continuous capability improvement.
Key Deliverables
IT Infrastructure Optimization
- Assess the IT environment and recommend infrastructure improvements for approval and implementation.
- Ensure IT systems deliver the required performance, scalability, and cost-efficiency.
- Maintain an accurate and up-to-date IT asset register.
Information Security & Business Continuity
- Design and implement a comprehensive Information Security & Cybersecurity Policy, subject to approval by the HOF.
- Develop and implement a Disaster Recovery & Business Continuity Plan, subject to approval by the HOF.
- Safeguard the confidentiality, integrity, and availability of IT systems, and ensure compliance with the Data Protection Act.
IT Support
- Develop and implement SLAs for IT Support.
- Continuously improve support service delivery in accordance with defined KPIs and SLAs.
Key Performance Indicators (KPIs)
- IT availability: Maintain ≥99.9% critical-system uptime monthly, excluding approved maintenance.
- Infrastructure efficiency: Reduce infrastructure cost per user by ≥1% quarterly while 100% of critical systems meet agreed performance and capacity thresholds.
- Security and compliance: Verify 100% of applicable information security controls quarterly; close 100% of high-risk findings within one month.
- Disaster recovery: Test recovery of 100% of critical systems monthly, achieving approved recovery time and recovery point objectives in 100% of tests.
- IT support: Resolve ≥95% of tickets within SLA monthly and achieve ≥90% user satisfaction quarterly.
- Proposed targets, subject to baseline validation and approval by the Head of Operations; to review monthly/quarterly where applicable and to refresh annually.
Key Decision-Making Areas
- Assess and implement new IT infrastructure solutions, subject to approval by the HOF.
- Identify team development opportunities and facilitate relevant training.
- Drive improvements in IT service delivery, security, and compliance, subject to approval by the HOF.
Key Skills & Competencies
- Network and systems administration
- Information security management
- Leadership, change management, and organizational capability
- Effective communication and stakeholder management
- Critical thinking and problem-solving
- Effective application of AI
Qualifications & Experience
- Bachelor’s degree in an IT-related field is required. Master’s degree in a relevant field would be an added advantage.
- At least three years’ experience in the design and management of enterprise IT infrastructure, IT service delivery, and an information security programme is required.
- Experience leading an IT support team is required.
- IT Service Management certification, such as ITIL, is required.
- Information security certification, such as CISSP, CISM, or CISA, is required.
- Networking certification, such as CCNA, is required.
- Experience in ERP administration is preferred.
- Experience in Microsoft 365 administration is preferred.
- Experience with cloud technologies, including IaaS, PaaS, and SaaS, is preferred.
Company Expectations
- Uphold and embody the S&S Core Values.
- Foster and strengthen the S&S Culture.
- Champion and implement the Company and Operations Function Strategy.
- Ensure the delivery of seamless, secure, and uninterrupted IT services.
- Continuously drive innovative and impactful technology solutions.
Requirements
- Do you have at least 3 years’ experience managing enterprise IT infrastructure and IT service delivery?
- Have you previously led or supervised an IT support team?
- Do you hold an IT Service Management certification such as ITIL?
- Do you hold an information security certification such as CISSP, CISM, or CISA?
- Do you hold a networking certification such as CCNA?