Role Overview:
We are looking for a hands-on IT Manager to lead our IT delivery capabilities, ensure reliable technology services, and drive improvements through automation and AI.
The ideal candidate will combine strong operational ownership with the ability to deliver technology projects from requirements gathering through implementation and ongoing support. They must have demonstrable experience delivering AI-led projects and be ready to apply those capabilities to practical business and IT challenges.
Key Responsibilities:
- IT leadership and service delivery
- Own end-to-end delivery of IT services across end-user support, infrastructure, networks, enterprise applications, and cloud platforms.
- Establish service standards, escalation processes, and performance measures to ensure timely resolution of incidents and service requests.
- Lead IT teams and service providers, assigning clear responsibilities and developing team capabilities.
- Manage major incidents, stakeholder communication, service restoration, and corrective actions.
- Maintain an IT improvement roadmap aligned with business priorities, growth plans, and operational requirements.
- Implement and improve incident, problem, change, asset, and knowledge management processes.
- Infrastructure and project delivery
- Plan and deliver IT projects, including cloud migrations, workplace technology deployments, infrastructure upgrades, and business application rollouts.
- Own project scope, schedules, resources, budgets, dependencies, risks, and stakeholder reporting.
- Ensure appropriate testing, business acceptance, documentation, training, and operational handover before project closure.
- Oversee identity administration, endpoint management, software deployment, patching, connectivity, backup, and recovery.
- Maintain accurate asset inventories, licensing records, configuration documentation, and lifecycle plans.
- Manage technology vendors, procurement, contracts, renewals, and service performance.
- Partner with the security function to implement required controls and resolve identified gaps.
- Establish and test recovery procedures for critical IT services.
- AI-led projects and automation
- Identify and prioritize opportunities where AI can improve IT delivery, employee productivity, or business processes.
- Lead AI projects from problem definition and proof of concept through integration, rollout, adoption, and ongoing support.
- Use Codex or comparable AI coding tools and agent frameworks to develop and validate practical automations and integrations.
- Connect AI workflows with service management platforms, enterprise applications, APIs, and approved knowledge sources.
- Establish appropriate data access, permissions, testing, human approvals, logging, and fallback procedures.
- Measure outcomes such as reduced resolution time, lower manual effort, improved service quality, adoption, and operating cost.
Required Skills & Experience:
- 6–7 years of relevant IT experience, including demonstrated ownership of IT service delivery and technology projects.
- Proven experience leading IT teams, coordinating vendors, and managing business stakeholders.
- Experience supporting an enterprise environment; exposure to organizations with 500 or more users is preferred.
- Strong working knowledge of enterprise productivity platforms, cloud infrastructure, networking, identity administration, and endpoint management.
- Practical experience with IT service management tools, service-level agreements, change management, and operational reporting.
- Ability to manage multiple projects and operational priorities with clear accountability for delivery.
- Working capability in PowerShell, Python, or Bash, with an understanding of APIs, integrations, Git, and automation.
- Demonstrable hands-on contribution to AI-led projects, including at least one working implementation or pilot with real users.
- Ability to review, troubleshoot, and validate AI-generated scripts and workflows.
- Clear communication skills and the ability to explain technology decisions, costs, risks, and benefits to non-technical stakeholders.
Examples of Relevant AI Projects :
Candidates should be able to demonstrate one or more use cases such as:
- IT service desk assistance: Classify tickets, retrieve relevant knowledge, suggest resolutions, and route unresolved issues.
- Employee onboarding and offboarding: Coordinate approved account, access, device, and licensing tasks across systems.
- Internal knowledge assistants: Help employees find IT guidance while respecting document access permissions.
- Infrastructure operations: Analyze monitoring events and logs to support diagnosis and recommend corrective actions.
- Asset and licensing management: Identify unused licenses, inventory inconsistencies, and opportunities to reduce costs.
- Business workflow automation: Integrate applications to automate document processing, approvals, reporting, or repetitive administrative work.
Preferred Qualification:
- Experience with Microsoft 365, Azure, Intune, Entra ID, Google Workspace, AWS, or comparable platforms.
- Familiarity with workflow automation and enterprise AI platforms.
- Experience managing IT budgets, technology refreshes, and business continuity exercises.
- Relevant certifications such as ITIL, PMP, PRINCE2, or Microsoft, AWS, and networking certifications.
Practical Assessment:
Shortlisted candidates will present an IT delivery project and demonstrate an AI-enabled workflow using sanitized or synthetic data. They should explain their personal contribution, architecture, implementation decisions, testing, access controls, operational handover, and measurable results.
Success in This Role:
Success will be measured through reliable IT services, timely project delivery, improved employee satisfaction, effective cost management, and AI implementations that deliver measurable operational value.
