The IT Services Manager plays a central role in maintaining the integrity and efficiency of all technology systems that support academic and administrative operations. This position leads the design, implementation, and governance of IT services, ensuring platforms are secure, reliable, and aligned with organizational standards and compliance requirements.
What You'll Do
- Oversee the performance and security of key systems including Google Workspace, Salesforce, NetSuite, identity services, and network infrastructure
- Lead incident, problem, and change management processes using ITIL-aligned practices, integrating security controls into deployment workflows
- Monitor system logs and security alerts across SaaS and cloud environments, responding proactively to anomalies
- Define and track service-level agreements and security KPIs such as mean time to resolution, detection rates, and access pattern trends
- Manage and mentor the IT Support team, fostering a culture of responsiveness, documentation, and secure service delivery
- Ensure secure provisioning, hardening, patching, and encryption of all endpoints and user devices
- Enforce strict onboarding and offboarding procedures with immediate deprovisioning of accounts and access
- Maintain comprehensive standard operating procedures, configuration baselines, and security checklists
- Oversee vendor relationships for IT and cybersecurity services, ensuring compliance with access, encryption, and reporting standards
- Implement and audit identity governance, including role-based access, zero-trust policies, and directory services (Google Admin, Azure AD)
- Support internal and external audits related to GDPR, POPIA, ISO 27001, and SOC2, driving remediation of findings
- Coordinate vulnerability management, patch cycles, and configuration compliance across systems
- Lead security awareness initiatives, including phishing simulations and training campaigns
- Direct incident response activities from triage through root-cause analysis and resolution
- Contribute to disaster recovery planning, including regular testing, failover validation, and readiness assessments
- Maintain accurate documentation of system architectures, data flows, access controls, and change management records
- Ensure all changes follow secure evaluation, approval, and rollback protocols
- Manage identity lifecycle workflows, including joiner-mover-leaver processes and access policy enforcement
- Track and report on service quality, security posture, and compliance metrics to leadership
- Improve IT service management practices using frameworks like ITIL and continuous feedback loops
- Participate in technology governance, risk assessments, and compliance certification efforts
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or a related field
- ITIL certification or equivalent experience in service management
- Cybersecurity certification such as Security+, CISM, CISSP, or CEH
- Proven experience with cloud platforms including AWS, GCP, Azure, and Google Admin
- Familiarity with compliance frameworks including GDPR, ISO 27001, NIST, and SOC2
- Minimum of 8 years in IT operations or service management, with at least 5 in a leadership role
- Experience managing complex, multi-platform environments across SaaS, cloud, and enterprise systems
- Demonstrated expertise in cybersecurity operations, identity and access management, endpoint protection, and access governance
- Track record leading audits, compliance reviews, and security hardening initiatives
- Strong organizational skills with the ability to enforce standards and influence cultural change toward secure practices
- Excellent communication and troubleshooting abilities, with a focus on operational stability and secure-by-design principles
Benefits
- Work within an innovative educational model shaping the next generation of African leaders
- Engage in a curriculum built on real-world application and experiential learning
- Join a diverse, pan-African community committed to reimagining education
- Operate in an environment grounded in first principles, where creative solutions are encouraged and implemented
- Collaborate with a team dedicated to designing transformative learning experiences
- Contribute to building a new paradigm in higher education from the ground up
- Work in a culture that values adaptability, intellectual curiosity, and ethical responsibility
- Support a zero-tolerance safeguarding policy ensuring the safety of all students and vulnerable individuals
