IT Systems Manager

SUMMARY:
To manage the outsourced services provider service delivery oversight, and contract negotiation.

POSITION INFO:

IZI South Africa, a leading South African cash management and secure logistics company offering services such as cash-in-transit (CIT), cash supply, cash processing, and ATM management, is seeking an experienced and solutions-driven IT Systems Manager to join our team at our Head Office - Centurion.

The successful candidate will be responsible for effectively managing the outsourced services provider  service delivery oversight, and contract negotiation. To ensure that  external providers meet service level agreements (SLAs) and align with the organisation's strategic IT goals. 

 The Key Responsibilities will Include:

• Ensure end-to-end delivery of contracted services to assigned customers

• Manage service delivery across multiple clients, ensuring Service Level Agreement (SLA)  and Key Performance Indicators (KPI) adherence

• Coordinate internal teams to resolve service issues efficiently and effectively

• Ensure consistent service quality across all customer environments

• Oversee major incidents and act as an escalation point for service-related issues

• Ensure root cause analysis is conducted and corrective actions are implemented

• Collaborate with technical teams to prevent recurring incidents

• Communicate clearly and proactively with customers during service disruptions

• Monitor and report on SLA and KPI performance across all assigned clients

• Identify service risks, trends, and improvement opportunities

• Drive continuous service improvement initiatives

• Ensure contractual obligations are consistently met

 Work closely with the Operations Director to align service delivery with operational strategy

• Coordinate resources to support service delivery requirements

• Support project transitions from implementation into steady-state operations

• Ensure smooth onboarding of new customers and services

• Liaise with vendors to support service delivery requirements

• Ensure vendor escalations are managed effectively

• Track vendor performance against agreed service commitments

• Prepare monthly service delivery reports for clients and internal stakeholders

• Provide performance dashboards, SLA reports, and service insights to the Operations Manager

• Highlight risks, issues, and improvement recommendations

 Track vendor performance against agreed service commitments

• Monitor for and escalate  potential security incidents

• Manage identity access control, Multi-Factor Authentication: (MFA), and user permissions across systems

• Lead Cybersecurity awareness and training

• Implement and maintain endpoint protection, monitoring, and vulnerability management tools

• Participate in the design/ development/ review/ implementation and monitoring of the branch/region/national safety plans for each year

• Participate in safety forums created by company for example safety meetings and safety talks

• Report all safety incidents to the relevant people

• Discuss all safety incidents on all levels

• Follow-up on any activities assigned through safety meeting/committee/representative/management

• Attend safety education and refresher programmes

• Comply with safety policies and procedures at workplace

• Distribute safety information as and when required

• Wear protective clothing all the time

Qualification and Experience

• Minimum of 5 years experience as an IT Manager, IT Services Delivery/Vendor Manager in a medium-sized organisation.

• Solid understanding of Cybersecurity principles and practical application

• Hands-on experience with Google/Windows  Workspace administration and security best practicest

• Excellent communication and collaboration skills to manage both technical and non-technical teams

Competencies:

• Strong IT infrastructure and systems management expertise

• Solutions-driven problem-solving and analytical thinking

• Effective leadership and people management skills

• Ability to align IT strategy with business objectives

• Sound knowledge of cybersecurity, risk, and compliance

• Strong communication and stakeholder management skills

• High levels of planning, organisation, and accountability