IT Services Manager

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ALU

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Retail • Design • eCommerce

ALU is a company specializing in developing and providing innovative product display solutions for various industries, including apparel, sportswear, cosmetics, and department stores. Their offerings include products like the Autopole, Insula, Plot, Tondoquadro, and others designed for efficient and aesthetically pleasing presentation and organization. ALU also engages in creating temporary showrooms and pop-ups, such as their collaboration with Nike Jordan in Paris, and virtual showrooms. Based in Italy, they emphasize modern design and functionality, aiming to enhance the customer experience in retail environments.

51 - 200 employees

🛒 Retail

🛍️ eCommerce

📋 Description

• 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.

🎯 Requirements

• Bachelors degree in Information Technology, Computer Science or a related field • ITIL certification or equivalent experience in IT Service Management required • Cybersecurity certifications (Security+, CISM, CISSP, CEH, or similar) • Cloud platform security knowledge (Google Admin, AWS, GCP, Azure) • Knowledge of compliance frameworks (GDPR, ISO 27001, NIST, SOC2) • 8+ years in IT operations or service management, with 5+ years in leadership • Proven experience managing multi-platform environments (SaaS, cloud, enterprise systems) • Demonstrated competency in cybersecurity operations, IAM, MFA, endpoint security, and access governance • Experience leading IT audits, compliance reviews and security hardening initiatives • Strong organisational discipline, with ability to enforce standards and drive cultural change toward secure practices • Excellent communication and troubleshooting skills, with strong bias for operational stability and secure-by-design approaches.

🏖️ Benefits

• We are dedicated to fostering an open yet secure environment, balancing the safety of students, staff, and visitors with respect for individual rights, and safeguarding responsibilities. • Ensure the safety and well-being of all young persons and vulnerable adults with whom we deal, by adhering to ALCHE’s comprehensive safeguarding policy, maintaining a zero-tolerance approach to any violations of safeguarding standards.