JOB PURPOSE:
This role exists at the critical intersection of technology leadership, business transformation, cybersecurity governance and operational excellence. The Technical ICT Delivery Manager is not hired to maintain systems, you are hired to reimagine how the business operates, leveraging the full power of the Microsoft 365 ecosystem, Power Platform, Dynamics 365, the Microsoft Security stack, with the possibility of introducing and implementing other platforms to eliminate friction, unlock capacity, protect the organization’s digital assets, and build scalable, future-ready capabilities across every function of the organization.
Specifically, this role exists to:
Translate Strategic Ambition into Technical Reality To bridge the gap between Mecer Inter-Ed's growth agenda - spanning AI-first operations, geographic expansion via VILT , new revenue streams, and the underlying technology architecture, automation workflows, LMS development and integration and digital platforms required to make that vision executable and measurable
Eliminate the Organisation's Dependence on Manual, Labour-Intensive Processes: To systematically identify, prioritize and eliminate high-friction, repetitive and error-prone manual workflows across scheduling, learner administration, finance, sales, HR and reporting – replacing and operationalize them with intelligent, automated processes that free people to focus on high-value, judgment-intensive work.
Maximize the Return on Mecer Inter-Ed's Microsoft 365 Investment: To unlock the full, integrated potential of the organization’s Microsoft 365 environment - including: SharePoint, Microsoft Teams, Dynamics 365, Power Apps, Power Automate, Power BI, Moodle LMS, Copilot, Business GPT – and others, ensuring these platforms are not underutilized assets but active, deeply embedded engines of operational efficiency, collaboration and data-driven decision-making.
Build the Digital Infrastructure for Scale: To design and implement / provision the scalable technology foundations - CRM pipelines, learner management integrations, automated e-commerce capabilities, AI-assisted content workflows and data analytics dashboards, that will enable Mecer Inter-Ed to grow revenue, enter new markets and onboard new vendor partnerships without a proportional increase in headcount or fixed costs.
Ensure Flawless, World-Class Training Room Operations: To directly lead and manage the organization's Technical Support Lead, ensuring that every training room, lab environment and virtual delivery platform is configured to specification, fully operational and technically flawless before every course delivery. As a vendor-authorized training provider whose reputation depends on the quality of every learner experience, zero tolerance for technical failure in the classroom is non-negotiable. This includes:
- Maintaining classroom hardware, AV systems, networking infrastructure and lab environments to the highest standard
- Establishing and enforcing pre-course technical readiness checklists and post-course reset protocols
- Ensuring VILT and hybrid delivery platforms are optimised for seamless remote participation
- Proactively identifying and resolving infrastructure vulnerabilities before they impact course delivery
Assist the Group’s Data and Technology Executive, to configure and implement Information Security and Cybersecurity Governance at the organization: By co-owning the implementation and continuous improvement of cybersecurity controls, policies and incident response protocols that protect the organization's data, systems, learner records and intellectual property.
Position Technology as a Competitive Differentiator:To ensure that Mecer Inter-Ed's internal technology capability is itself a source of competitive advantage , enabling faster time-to-market for new programmes, superior learner and client experiences, real-time business intelligence, and a platform agility that outpaces competitors still operating on legacy, manual models.
KPA 2 | Microsoft 365 Platform Ownership & Optimization
Ensuring MIE extracts maximum value from every Microsoft 365 investment
Primary Outputs:
2.1 SharePoint Intranet & Knowledge Management Environment: Design, Build, Implement and continuously improve a structured SharePoint intranet that serves as MIE's central digital workspace - housing policies, SOPs, course materials, project workspaces, onboarding resources and cross-team collaboration hubs, ensuring information is findable, current and governed.
2.2 Microsoft Teams Governance & Optimization: Design and Implement a Microsoft Teams governance framework that standardizes team structures, channel naming conventions, guest access policies, meeting room configurations and archiving protocols , ensuring Teams functions as a high-performance collaboration engine rather than a disorganized communication tool.
2.3 Dynamics 365 CRM Development & Optimization: Own the configuration, adoption and continuous improvement and development of Dynamics 365 CRM across sales, marketing, exams, operations , TES , WFOTF and client success functions , ensuring:
• A clean, complete and actively managed customer and prospect database
• Automated lead capture, nurture sequences and pipeline reporting
• Integration with Power Automate for workflow triggers and notifications
• Adoption and utilization dashboards to track CRM hygiene and team compliance
2.4 Power Platform Centre of Excellence: Establish a lightweight Power Platform Centre of Excellence (CoE) within MIE , defining development standards, approvals governance, app catalogues and a structured pipeline for new automation requests from business units, ensuring Power Apps and Power Automate solutions are scalable, secure and maintainable.
2.5 Microsoft Licensing Optimization Conduct and maintain an ongoing Microsoft licensing audit and optimization review , ensuring MIE pays only for what it actively uses, identifies upgrade opportunities aligned to strategic needs, and maximizes the value of existing MCPP or equivalent licensing agreements.
KPA 3 | Cybersecurity & Information Security Administration and Monitoring – As per directives set by the Group’s Data and Technology Executive
Protecting MIE's data, systems, reputation and contractual obligations through world-class security governance.
Primary Outputs: (Administration and Monitoring)
3.1 Cybersecurity Controls Implementation Plan: Execute a prioritized cybersecurity controls implementation plan, aligned to ISO 27001 principles or COBIT (Where possible), covering endpoint protection, identity governance, email security, data loss prevention and incident response, with clear milestones, ownership and measurable risk reduction targets.
3.2 Microsoft Defender Management: Maintain active, fully configured Microsoft Defender coverage across all endpoints, including:
• Real-time threat monitoring and alert triage
• Vulnerability assessment reporting and remediation tracking
• Defender for Office 365 policy management for email-borne threats
• Monthly security health reports presented to leadership
3.3 Microsoft Intune Device Management: Manage Microsoft Intune as MIE's mobile device management (MDM) and endpoint compliance platform, ensuring:
• All company devices are enrolled, compliant and remotely manageable
• Conditional access policies restrict unmanaged or non-compliant device access
• Application management policies protect company data on personal devices (BYOD)
• Device compliance reporting is accurate and current
3.4 Microsoft Entra ID & Identity Governance: Administer and continuously harden Microsoft Entra ID , delivering:
• Multi-Factor Authentication (MFA) enforced across all users without exception
• Conditional Access policies tailored to role, location and device risk
• Privileged Identity Management (PIM) for administrative accounts
• Regular access reviews and orphaned account remediation
• Guest and external user governance for vendor and partner access
3.5 Microsoft Purview Data Governance & Compliance: Administer Microsoft Purview, to ensure MIE meets its data protection and POPIA compliance obligations ,including:
• Sensitivity label taxonomy and enforcement across documents and emails
• Data Loss Prevention (DLP) policies preventing unauthorized sharing of learner and client data
• Compliance Manager assessments and improvement action tracking
• Audit log retention and eDiscovery readiness
3.6 SIEM Operations (Microsoft Sentinel If Applicable) – Or CyberAntix’s Journey to Green: Oversee the implementation and continuous administration and monitoring
3.7 Email Security & Quarantine Management: Own the day-to-day administration and monitoring of Exchange Online and Defender for Office 365 email security , including:
• Structured, timely review and release or rejection of quarantined emails
• Anti-phishing, anti-spam and safe links policy configuration and tuning
• User-reported phishing investigation and response
• Regular email flow and security health checks
3.8 Information Security Policy Framework: Maintain MIE's Information Security Policy suite – as per group directives, covering acceptable use, password management, data classification, incident reporting, remote access, third-party access and POPIA compliance, reviewed annually and communicated to all staff.
3.9 Security Awareness & Phishing Simulation Programme: Design and run a structured, ongoing security awareness programme for all MIE staff, including:
• Monthly security awareness communications and tips
• Quarterly simulated phishing campaigns with measurable click-rate reduction targets
• Annual mandatory information security training for all employees
• Targeted coaching for repeat offenders or high-risk user groups
3.10 Security Incident Response: Co- Own and lead MIE's Security Incident Response process , ensuring:
• A documented and tested Incident Response Plan (IRP) is in place and current
• All security incidents are logged, triaged, contained and resolved
• Post-incident reviews are conducted with documented lessons learned
• Material incidents are escalated to the MD and Mustek Group IT appropriately
KPA 4 | Training Room & Classroom Technology Excellence
Guaranteeing that every learner experiences a technically flawless, world-class learning environment
Primary Outputs:
4.1 Classroom Technical Readiness Standard: Design and enforce a comprehensive Classroom Technical Readiness Standard , a zero-compromise specification covering hardware, networking, AV, lab access, software configurations and environmental requirements that every training room must meet before every course delivery.
4.2 Pre-Course Technical Readiness Checklist: Implement a structured, digitized pre-course technical readiness checklist (built in Power Apps or equivalent) that the Technical Support Lead completes and signs off before every course , with exceptions escalated to the ICT Manager no later than 48 hours before course commencement.
4.3 Technical Support Lead Management: Directly manage, develop and performance-manage the Technical Support Lead , setting clear output expectations, conducting regular one-on-ones, providing technical mentorship, and ensuring this role operates to the standard required by a vendor-authorized training environment of MIE's caliber.
4.4 VILT & Hybrid Delivery Platform Optimization: Ensure that MIE's virtual and hybrid delivery infrastructure (Including that of remote sites/campuses) , including Microsoft Teams Rooms streaming configurations, is optimized, tested and resilient, delivering a learner experience equivalent to in-room participation regardless of where the learner connects from.
4.6 Infrastructure Asset Register & Lifecycle Management: Maintain a complete, current IT asset register covering all classroom hardware, networking equipment, servers, AV systems and end-user devices , with documented refresh cycles, warranty tracking and replacement budgets submitted annually for MD approval.
KPA 5 | Strategic Technology Leadership & Innovation
Acting as a strategic driver of growth, not just an infrastructure overseer
Primary Outputs:
5.1 Annual Technology Strategy & Budget: Produce an annual technology strategy document and budget submission - aligned to MIE's overall strategic plan , that prioritizes investments in AI, automation, security, infrastructure and innovation, with clear ROI justification and phased implementation plans.
5.2 Emerging Technology Evaluation: Conduct structured emerging technology evaluations on an ongoing basis , specifically assessing the potential of AR, VR, Spatial AI, digital twins and AI-assisted learning tools to enhance MIE's training delivery, differentiate its offering and reduce delivery costs at scale.
5.3 Vendor & Partner Technology Alignment: Engage with MIE's key technology vendors, particularly Microsoft, AWS, Google, Huawei, to stay ahead of platform roadmaps, access early-adopter programmes, leverage NFR (Not-for-Resale) licenses and align MIE's internal technology capabilities with the certifications and solutions it trains clients on.
5.4 E-Commerce & Digital Sales Infrastructure: Provide the technical architecture and platform management underpinning MIE's planned e-commerce capability ,including: website integration, payment gateway configuration, automated enrolment triggers, CRM synchronization and self-service learner portals.
5.5 Innovation Hub Technology Infrastructure: Design and implement the technology infrastructure for MIE's planned innovation, hackathon and entrepreneurship hub , including collaborative AV systems, high-speed connectivity, flexible lab configurations and event-ready technology setups that support vendor-branded hackathons, startup bootcamps and innovation sprints.
KPA 6 | Internal IT Support, Governance & Operational Reliability
Keeping the business running reliably while the transformation is underway
The Technical ICT Lead is accountable for structured operational and strategic reporting to support IT governance and business decision-making. This includes monthly service and incident reporting, and quarterly updates into the IT Steering Committee aligned to COBIT and the Group strategic framework
Primary Outputs:
6.1 IT Helpdesk & Support SLA Management: Implement, Own and manage MIE's internal IT support function ,ensuring all staff IT requests and incidents are logged, prioritized and resolved within defined SLAs, with monthly helpdesk performance reports submitted to leadership.
6.2 Business Continuity & Disaster Recovery: Maintain a current, tested Business Continuity and Disaster Recovery (BCDR) plan for all critical IT systems , including Microsoft 365, CRM, learner management systems and classroom infrastructure ,with documented recovery time objectives (RTOs) and annual test results.
6.3 IT Governance Framework: Implement a lightweight, practical IT governance framework , aligned to ITIL principles , that governs change management, incident management, problem management, asset management and vendor management, ensuring IT operations are predictable, auditable and continuously improving.
6.4 Technology Vendor Management: Manage all third-party technology vendor relationships ,including ISPs, hardware suppliers, software vendors and managed service providers , ensuring SLA compliance, value for money and alignment to MIE's strategic technology direction.
Reporting:
6.5 Produce monthly operational reports covering network uptime, system availability, backup success rate, workstation downtime, and key incident trends (volumes, MTTR, SLA compliance).
6.6 Maintain an incident register and manage major incidents end to end, including root cause analysis, corrective actions, and post incident reviews for business-impacting events.
6.7 Deliver quarterly reports to the IT Steering Committee summarizing progress on IT objectives, risk and compliance posture, incident performance, and key dependency or capacity constraints.
6.8 Track and report on operational efficiency and uptime using COBIT-aligned metrics, ensuring controls and processes meet Group IT governance standards.
6.9 Provide status updates on non-strategic initiatives (e.g., classroom builds, AV upgrades, surveillance enhancements, backup improvements) with clear timelines, benefits, and issues requiring escalation.
QUALIFICATIONS, PROFESSIONAL CERTIFICATION, EXPERIENCE AND SKILLS
Experience Requirements:
- Minimum requirement: National Diploma or Bachelor's Degree in Information Technology, Computer Science, Information Systems or equivalent experience. (Required)
- Preferred: BSc / BCom in Information Technology, Computer Science or Business Information Systems. (Advantageous)
- Post-Graduate:Honours Degree or relevant post-graduate certification in IT Management, Cybersecurity or Digital Transformation. (Highly Advantageous)
- Overall IT / Technology Management experience 5 – 10 years
- Microsoft 365 Administration and platform management 4 - 6+ years
- Cybersecurity operations and information security management 3 - 5+ years
- Power Platform development & Implementation (Power Apps / Power Automate / Power BI) 3 - 5+ years
- Dynamics 365 CRM configuration and administration 2 years - 4+ years
- Team leadership and direct people management 2 - 4+ years
- IT governance, policy development and ITIL-aligned operations 2 - 4+ years
PROFESSIONAL CERTIFICATIONS:
- Expert: Microsoft 365 Certified: Administrator Expert (MS-102) (Required)
- Associate: Microsoft Certified: Azure Administrator Associate (AZ-104) (Required)
- Foundational: Microsoft Certified: Security, Compliance & Identity Fundamentals (SC-900) (Required)
- Associate: Microsoft Certified: Security Operations Analyst Associate (SC-200)(Strongly preferred)
- Associate: Microsoft Certified: Identity & Access Administrator Associate (SC-300)(Strongly Preferred)
- Associate: Microsoft Certified: Information Protection & Compliance Administrator (SC-400) (Advantageous)
- Associate: Microsoft Certified: Azure Sentinel / Microsoft Sentinel (Advantageous)
- Associate: Microsoft Certified: Power Platform Functional Consultant (PL-200) (Strongly Preferred)
- Associate: Microsoft Certified: Power Automate RPA Developer (PL-500) (Advantageous)
- Associate: Microsoft Certified: Dynamics 365 Fundamentals or Associate (Advantageous)
- Foundational: Microsoft 365 Copilot — any relevant adoption or implementation credential (Advantageous)
- CompTIA: CompTIA Security+ (Required)
- (CISM) (ISACA): Certified Information Security Manager (Highly Advantageous)
- (CISA) ISACA: Certified Information Systems Auditor (Advantageous)
- COBIT (Required)
- CompTIA: CompTIA CySA+ (Advantageous)
- Axelos / PeopleCert: ITIL 4 / 5 Foundation (Required)
- Axelos / PeopleCert: ITIL 4 Specialist (Advantageous)
- CompTIA: CompTIA Network+ (Required)
- CompTIA: CompTIA A+ (Advantageous)
- Cisco: CCNA or Huawei HCIA Datacom (Advantageous)
Specific Experience Requirements
- The candidate must demonstrate proven, hands-on experience across the full Microsoft 365 stack, including:
- Exchange Online: mail flow configuration, transport rules, quarantine management, hybrid mail scenarios
- SharePoint Online: site architecture design, governance frameworks, permissions management, intranet development
- Microsoft Teams: governance policy design, Teams Rooms configuration, guest access management, telephony integration
- OneDrive for Business: sync client management, sharing policies, retention configuration
- Microsoft Entra ID: tenant management, Conditional Access, MFA rollout, PIM, B2B collaboration, SSPR
- Intune / Endpoint Manager: MDM/MAM policy creation, device compliance, Autopilot deployment, app packaging
- Defender for Microsoft 365: anti-phishing, safe links, safe attachments, threat explorer, attack simulation
- Microsoft Defender for Endpoint: onboarding, alert triage, vulnerability management, live response
- Microsoft Purview: sensitivity labels, DLP policies, retention policies, compliance manager, audit logs
- Microsoft Sentinel: workspace setup, data connector configuration, analytic rules, incident management, workbooks
- Power BI: dashboard design, implementation, configuration, administration, data modelling, report publishing and workspace governance
- Power Apps: canvas and model-driven app development for business process automation
- Power Automate: cloud flow design, implementation, administration, approval workflows, HTTP and connectors.
- Dynamics 365: CRM module configuration, sales pipeline setup, entity customization, integration with Power Platform
- Demonstrated experience in administrating and monitoring cybersecurity controls in a live organizational environment
- Experience operating a SIEM platform, including log review, alert triage and incident investigation
- Proven experience managing email security - quarantine administration, phishing response, policy tuning
- Experience authoring and maintaining information security policies
- Demonstrated experience conducting or coordinating POPIA compliance activities in a South African context
- Experience running security awareness programmes and phishing simulations
- Demonstrated experience with identity and access governance - including access reviews, privileged account management and MFA enforcement
- Proven experience managing networked, multi-room IT environments, ideally in an education, training or corporate campus setting
- Experience configuring and maintaining AV systems, projectors, display technologies and video conferencing in professional training or boardroom environments
- Demonstrable experience supporting virtual and hybrid delivery platforms - Microsoft Teams, or equivalent
- Experience managing vendor lab environments or e-learning platforms advantageous
- Demonstrated ability to develop and enforce technical readiness standards and pre-event checklists
- Proven experience directly managing at least one technical team member, setting expectations, conducting performance reviews and providing technical mentorship
- Demonstrated ability to engage and influence non-technical stakeholders, including executive leadership, finance, operations and external vendors
- Experience presenting technology strategy and security reports to senior management in clear, business-focused language
- Ability to manage multiple concurrent technology projects with competing deadlines and limited resources