IT Infrastructure, Support & Cybersecurity Lead

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?