• The IT Services Manager is accountable for end-to-end stability, security, governance, and performance of the organisation’s technology platforms and IT services. • This role leads the IT Support function while owning IT Service Management (ITSM), cybersecurity operations, identity governance, incident response, and vendor compliance. • Ensure availability, reliability, security, and performance of all core IT platforms (Google Workspace, Salesforce, NetSuite, intranet, identity systems, network services). • Lead ITIL-aligned incident, problem, and change management, embedding security gates into all change and deployment workflows. • Monitor infrastructure and SaaS platform logs, taking proactive action on anomalies or security alerts. • Define and enforce system SLAs and platform security KPIs (MTTR, MTTD, failed logins, anomalous access patterns, etc). • Lead and coach the IT Support team to deliver secure, responsive support. • Oversee secure device provisioning, endpoint protection installation, OS patching, encryption policies and hardening baselines. • Maintain secure onboarding/offboarding processes, ensuring zero-day deprovisioning for user accounts and devices. • Uphold strict documentation, SOPs, configuration standards, and security checklists across all support processes. • Oversee relationships with technical vendors and service providers (e.g., helpdesk, infrastructure, SaaS platforms). • Enforce vendor adherence to least-privilege access, MFA requirements, Secure API integrations, data handling & encryption controls, incident reporting timelines. • Ensure vendors meet performance expectations, SLAs, cybersecurity requirements and compliance obligations. • Support contract evaluations, renewals, and procurement processes. • Implement, enforce, and continuously strengthen cybersecurity protocols including Identity and Access Management (IAM), Multi-Factor Authentication (MFA), Privileged Access Management (PAM), Endpoint Detection & Response (EDR), Network and SaaS access controls, Password and authentication policies. • Maintain and audit user directory services (Google Admin, Azure AD) and ensure tight identity governance (role-based access, zero-trust principles). • Conduct regular access reviews, audit trails, configuration audits, and logging reviews. • Lead or support IT and cybersecurity audits (internal and external) ensuring alignment with GDPR, POPIA, ISO 27001 controls, SOC2-aligned standards, and recommended actions from the Cybersecurity Audit & Remediation Plan (2025). • Coordinate vulnerability scans, remediation cycles, patch compliance, and policy enforcement across all endpoints. • Own security awareness training and phishing simulations to reduce user risk. • Respond to incidents rapidly, including triage, containment, remediation and root-cause analysis. • Contribute to organisational disaster recovery planning, and lead DR drills, failover tests, and business continuity readiness. • Maintain detailed documentation, including system architectures, network diagrams, data flows, access controls, asset inventories, security policies and configuration logs. • Ensure all changes go through proper security evaluation, testing, approvals, and rollback planning. • Own identity lifecycle processes, including joiner/mover/leaver workflows and role/access policies. • Drive continuous service improvements through user feedback, metrics tracking and post-incident reviews. • Track and report service quality and security posture metrics to leadership. • Establish and improve internal ITSM practices, aligning with frameworks such as ITIL. • Participate in technology governance forums and audit response processes to ensure service accountability. • Contribute to risk registers, audit responses and compliance certification efforts.