Senior Manager (IT & Tech Support)

About the role

The Senior Manager (IT) leads the organisation'sIT strategy, infrastructure, cybersecurity, and digital platforms that underpinSOS's 24/7 lifeline services. This role is responsible for ensuring the reliability, security, and resilience of mission-critical systems, while strengthening IT governance, service delivery, and operational effectiveness. The incumbent will play a key role in advancing the organisation's digital transformation agenda, including the adoption of data, automation, and AI-enabled solutions to enhance service delivery and organisational impact. This role will also oversee vendor management and lead the IT team to build sustainable and scalable technology capabilities. In addition, the incumbent will provide strategic advisory to senior leadership on technology risks, investments, and innovation priorities. Duties and Responsibilities: IT Strategy, Governance & Risk Develop and execute the organisation's IT strategy and multi-year technology roadmap, ensuring alignment with organisational priorities and 24/7 service requirements. Lead organisation-wide digital transformation initiatives to enhance service delivery, operational efficiency, and enable data-driven decision-making. Establish, implement, and continuously enhance IT governance frameworks, policies, and cybersecurity practices. Oversee IT risk management, including cybersecurity risks, and ensure robust Business Continuity Planning (BCP) and Disaster Recovery (DR) capabilities for mission‑critical systems. Ensure compliance with relevant regulatory, sectoral, and data protection requirements. Engage with the IT Committee to provide updates on IT strategy and key initiatives, seek guidance, and escalate critical risks and developments. Infrastructure & Operations Oversee the organisation's IT infrastructure, including networks, servers, cloud platforms, virtual environments, and end-user systems. Ensure high availability, performance, and reliability of systems supporting 24/7 operations. Implement proactive system monitoring, capacity planning, and performance optimisation to ensure system stability and scalability. Lead incident management and service recovery processes to minimise disruption and ensure timely restoration of critical services. Drive continuous improvement in IT service management and operational processes to enhance efficiency, service quality, and user experience. Applications & Digital Platforms Oversee the governance, administration, and optimisation of key enterprise systems (e.g., CRM, donor management, training management systems, and communication systems). Manages system integrations, enhancements, and lifecycle upgrades in collaboration with vendors and internal stakeholders. Ensured digital platforms are aligned with operational needs, scalable, and user-centric. Drive the adoption of emerging technologies (e.g., automation, AI-enabled tools) to enhance service delivery and organisational effectiveness. Cybersecurity and Data Protection Establish and maintain a robust cybersecurity framework, including access controls, endpoint protection, monitoring, and incident responses. Identify, assess, and mitigate cybersecurity and data protection risks to safeguard systems and organisational data. Conduct periodic security assessments, vulnerability reviews, and user awareness initiatives. Project, Vendor & Budget Management Lead IT projects end-to-end, ensuring delivery within scope, timeline, budget, and quality expectations, while meeting business and operational needs. Manage vendor relationships, including contract negotiation and service level performance. Manage the annual IT budget, ensuring cost discipline, and prepare cost‑benefit analyses to support informed technology investment decisions. Stakeholder Management & Leadership Build strong relationships with stakeholders and communicate IT plans, risks, and progress effectively to support informed decision-making. Collaborate with internal stakeholders to understand their IT needs and align technology initiatives accordingly. Provide regular updates to Management, the IT Committee, and relevant governance bodies on IT strategy, performance, and key developments. Team Leadership Lead, mentor, and develop IT staff, fostering a high-performance, service-oriented culture. Promote capability development, knowledge sharing, and continuous improvement to strengthen team performance and effectiveness. Educational Qualification: Degree in Computer Science, Information Technology, or related field Relevant professional certifications such as ITIL, CISSP, CISM, PMP, or cloud certifications (e.g. AWS, Azure) would be an advantage Relevant Experience: Minimum 10 years of relevant IT experience, with proven experience in leading IT projects, managing teams, and overseeing enterprise IT environments. Preferably with experience in a similar senior IT leadership role Experience in digital transformation, data,

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