Dotcom Cybersecurity was launched in 2020 to help companies achieve actual value, insight, and risk mitigation from their cybersecurity investments. Our business-first philosophy successfully secures medium, large, and global enterprise customers in banking, retail, state-owned enterprises, and other major sectors.

We have an opportunity for a Cloud Managed Services & Microsoft 365 Delivery Lead to join our team.

Role Overview

The Cloud Managed Services & Microsoft 365 Delivery Lead is responsible for the successful delivery, support, administration, and ongoing management of Microsoft 365, Azure, endpoint management, cybersecurity, and cloud-managed services for both internal and external clients.

This role combines technical leadership, service delivery management, client engagement, operational oversight, and hands-on support responsibilities. The successful candidate will oversee client service delivery, coordinate technical teams, manage escalations, support cloud and endpoint environments, and ensure delivery excellence across managed services and project engagements.

The role requires a strong understanding of Microsoft cloud technologies, IT support operations, cybersecurity solutions, stakeholder management, governance, and customer service excellence.

Key Responsibilities:

Service Delivery & Client Management

• Act as the primary delivery and operational contact for assigned clients.
• Build and maintain strong client relationships through proactive engagement and service excellence.
• Oversee the end-to-end delivery of managed services and cloud projects, ensuring alignment to agreed scope, timelines, SLAs, budgets, and quality standards.
• Coordinate delivery activities across engineering, support, consulting, and cloud teams.
• Facilitate regular service review meetings, operational reviews, and client steering sessions.
• Monitor delivery performance, risks, escalations, and service issues, ensuring timely resolution.
• Ensure all delivery documentation, SLAs, action logs, risks, and governance processes are maintained and managed effectively.
• Support pre-sales engagements and provide technical input where required.

Microsoft 365 & Cloud Solutions

• Lead and support Microsoft 365 security and cloud deployments, including:
• Microsoft Intune / Endpoint Manager
• Microsoft Defender for Endpoint
• Microsoft Defender for Office 365
• Microsoft Defender for Cloud Apps
• Microsoft Purview
• Azure AD / Entra ID Conditional Access
• Mobile Device Management (MDM) and Mobile Application Management (MAM)
• Provide configuration guidance, implementation support, and operational management for Microsoft cloud security technologies.
• Support onboarding and management of Windows, Android, iOS, and cloud-managed devices.
• Assist clients with compliance, data governance, information protection, retention, and security best practices.
• Support endpoint security, cloud governance, threat protection, and identity management initiatives.
• Maintain knowledge of Microsoft cloud technologies, cybersecurity trends, and best practices.

Technical Support & Operations

• Oversee and assist with day-to-day IT support operations for internal and external environments.
• Support installation, configuration, troubleshooting, and maintenance of:
• Workstations and laptops
• Windows operating systems
• Networks and connectivity
• VoIP, biometric, and video systems
• Cloud-managed devices and services
• Manage incidents, service requests, and escalations through the IT service desk platform.
• Diagnose and resolve hardware, software, networking, and cloud-related issues.
• Support implementation and maintenance of IT infrastructure and cloud projects.
• Assist with server administration, Azure support, and endpoint management.
• Ensure accurate documentation of incidents, resolutions, configurations, and operational procedures.

Governance, Reporting & Financial Oversight

• Track delivery KPIs, service metrics, utilization, and operational performance.
• Assist with budgeting, forecasting, billing validation, and financial reconciliations.
• Monitor project and service profitability, resource utilization, and delivery performance.
• Provide operational and management reporting to leadership.
• Ensure compliance with internal standards, contractual obligations, and client governance requirements.

Resource & Team Coordination

• Coordinate technical resources across multiple projects and managed service engagements.
• Assist with workload balancing, resource planning, and capacity management.
• Mentor and support junior technical and support staff where required.
• Promote collaboration across technical, operational, and business teams.

Continuous Improvement

• Identify opportunities to improve operational efficiency, service quality, and customer experience.
• Contribute to the development of delivery standards, support processes, and best practices.
• Drive service improvement initiatives and operational maturity within the managed services environment.
• Stay informed on emerging technologies, cloud trends, and cybersecurity developments.

Minimum Requirements

• Matric Certificate.
• Relevant tertiary qualification and/or certifications in IT, Cloud, or Cybersecurity.
• 10+ years’ experience in IT support, cloud operations, managed services, or service delivery environments.
• Strong experience with Microsoft 365 and Azure technologies.
• Experience in service delivery, operational support, or technical project coordination.
• Experience supporting enterprise endpoint and cloud environments.
• Basic financial and operational reporting understanding.

Technical Skills

• Microsoft 365 Administration
• Microsoft Intune / Endpoint Manager
• Microsoft Defender Suite
• Microsoft Purview
• Azure / Entra ID
• Conditional Access
• Endpoint Security
• MDM/MAM
• Windows Support Administration
• Networking Fundamentals (TCP/IP)
• IT Service Management
• Azure Cloud Fundamentals
• Troubleshooting & Incident Management
• Microsoft Security & Compliance Technologies
• Azure DevOps and Git (advantageous)

Key Competencies

• Client relationship management
• Service delivery management
• Technical troubleshooting and problem solving
• Stakeholder communication
• Operational coordination
• Risk and issue management
• Leadership and team collaboration
• Planning and organization
• Attention to detail
• Customer service orientation
• Adaptability and continuous learning
• Analytical and logical thinking

Contact information

Tina D