IT Infrastructure, Support & Cybersecurity Lead

Key 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.

Candidate requirements

• 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.

Required skills