IT Technical Manager

A dynamic, vibrant and growing cosmetics business is looking for an IT Manager to join their team in Bellville, Cape Town.

The role is responsible the overall health, performance, integrity, security and compliance of IT infrastructure services, ensuring that optimal service levels are maintained.

**DUTIES & RESPONSIBILITIES, NOT LIMITED TO**:

- Ensure that all services meet the requirements of business, and conform to internal standards, industry best practices and regulatory requirements.
- Manage all lifecycle aspects of infrastructure services - strategy, design, transition, operations and continuous improvement.
- Ensure that infrastructure services are optimally configured and maintained.
- Perform the duty of Incident Manager for major incidents, security concerns and service escalations.
- Perform root cause analysis, impact and risks assessments to resolve major incidents and complex requests.
- Ensure and drive collaboration between stakeholders, support teams, and technology partners to resolve technical concerns.
- Train, support, manage and guide infrastructure support teams to deliver fast and effective support to end users, customers, and stakeholders.
- Ensure that service level targets are met at all times.
- Design, implement, manage and maintain toolsets for performance, capacity, security and compliance management of infrastructure services.
- Monitor and proactively identify and address concerns related to the integrity and performance of infrastructure services and security.
- Implement, manage, monitor, maintain and report security measures as per the organisation’s information security management system (ISMS).
- Implement and maintain backup and disaster recovery solutions in line with the organisation’s recovery objectives.
- Perform scheduled and ad-hoc disaster simulations, vulnerability and penetration tests.
- Lead and perform service upgrades, migrations, and enhancements with no or mínimal impact on operations.
- Maintain comprehensive documentation of service configurations, processes, standard procedures and troubleshooting steps.
- Manage software licenses and ensure compliance with licensing agreements.
- Identify opportunities to automate routine operational tasks and processes to improve efficiencies and reduce manual intervention.
- Implement changes to services following established change management processes to minimize associated risks.
- On an ongoing basis, identify and manage risks to mitigate potential impact.
- Coordinate training activities to ensure the appropriate and effective use of services.
- Provide strategic guidance for service improvements and new services, collaborating with technical and operational teams to clarify requirements, answer questions, and ensure a shared understanding of the desired outcomes.
- Manage the introduction of new services and service enhancements into operations in an effective and sustainable manner, in accordance with the organisation’s project management protocols.
- Prepare and present scheduled and ad-hoc service reports as requested by management.
- Manage the financial aspects of infrastructure services, including budget allocation, expenditure tracking, and cost optimisation initiatives.
- Participate and lead the facilitation of all the requirements of internal and external IT audits.
- Develop technical roadmaps and lead the implementation of all initiatives to meet current and future service requirements.
- Build relationships, and collaborate with vendors and suppliers to ensure that services and products are aligned with the organisation's needs and expectations.
- Regularly assess the performance of services against established metrics, making necessary adjustments to improve efficiency and effectiveness.
- Monitor user satisfaction with services, address concerns, and implement initiatives to enhance the user experience.

**REQUIREMENTS**:
**Education**:

- National Matric Certificate: Grade 12
- CompTIA A+, N+ and Cloud + or equivalent
- Microsoft MCSE or equivalent
- Microsoft Security, Compliance, and Identity Fundamentals
- Microsoft Security Administrator Associate or equivalent
- Microsoft Modern Desktop Administrator
- Microsoft SharePoint Administrator Associate
- Project Management (Waterfall, Agile, Scrum)
- ITIL V4
- COBIT 2019

**Experience**:

- 5 - 7 years practical experience as an IT Manager or Service Delivery Manager
- 5 - 7 years of experience managing teams and individuals
- 5 - 7 years of experience in managing vendor/service provider relationships
- 3 - 5 years of experience in managing information security

Skills and Competencies:

- Lead with a customer-centric focus.
- Strong interpersonal & leadership skills.
- Excellent decision-making skills.
- Ability to analyse and resolve problems.
- Ability to work under pressure and meet deadlines.
- Work accurately, meticulous, and high attention to detail.
- Excellent organizational, planning and time management skills.
- Ability