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  • Posted: Jun 2, 2025
    Deadline: Not specified
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  • As entrepreneurs ourselves, we understand the unique challenges startups face managing their rollercoaster growth. We’ve lived it. We know that even well-funded teams can lack the bandwidth to recruit, train, and integrate the operations staff needed to meet growing demand. And that even when the right employees are in place, many companies lack the...
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    Manager, IT Service Management and Performance

    Key Responsibilities

    WHAT YOU'LL BE DOING

    • Monitor and evaluate IT service performance against established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), and reporting same to the business.
    • Drive root-cause analysis and ensure prompt resolution of incidents and problems, reducing service downtime and improving user experience.
    • Oversee the evaluation, selection, implementation and/or optimization of Hugo’s ITSM technology platform to improve process orchestration, automation, reporting, and service/approval workflows.
    • Collaborate with IT teams and business stakeholders to ensure ITSM platform meets the evolving needs of the business and clients.
    • Ensure accurate documentation of IT service assets and configuration items (CIs) in the Configuration Management Database (CMDB).
    • Collaborate with vendors to ensure third-party services meet internal and client requirements, focusing on service quality and compliance.
    • Drive key suppliers’ periodic performance review meetings to ensure benefit/value realization in line with agreed SLAs.
    • Ensure IT service management practices comply with relevant regulatory frameworks and certifications, including PCI-DSS, ISO 27001, HITRUST and other data protection standards (e.g., GDPR, NDPR).
    • Oversee and enforce service management policies, procedures, and standards across the IT function.

    Must-Have Qualifications/Experience

    WHAT QUALIFICATIONS YOU’LL NEED

    • Experience in a business process outsourcing (BPO) organization is highly desirable.
    • Effective communication and interpersonal skills to work with technical and non-technical stakeholders.
    • Understanding of compliance requirements, including PCI-DSS, ISO 27001, GDPR, and NDPR.
    • ITIL v4 Certification (Foundation or higher); COBIT, PMP, or Six Sigma certification is a plus.

    Preferred Background

    • Minimum 7 years of experience in IT service management or a related role, with at least 3 years in a senior capacity.
    • Proven experience in improving ITSM maturity and delivering measurable service improvements.
    • Strong knowledge of ITSM tools such as ServiceNow, Fresh Service, SysAid, SolarWinds etc.

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    Senior Manager, IT-Governance, Risk & Compliance

    Key Responsibilities

    WHAT YOU'LL BE DOING

    • Lead the quarterly ISMS management review and reporting on the organization's technology risks.
    • Collaborate with enterprise risk management function and lead IT risk management review meetings.
    • Define a strategic roadmap and plan to deliver on the IT-GRC function objectives.
    • Develop and maintain IT policies, standards and frameworks aligned with industry best practices (e.g., ISO 27001, NIST, COBIT etc.)
    • Develop and implement an IT compliance management and monitoring framework, overseeing the organization’s compliance efforts based on industry standards (e.g., ISO27001, PCI-DSS, SOC 2, HITRUST).
    • Monitor, and report on the organization’s legal and regulatory compliance obligations, including those related to legislation (e.g., GDPR, NDPR, Cybercrime Act, NDPA).
    • Develop and implement an IT risk management framework to identify, assess, manage, and mitigate risks.
    • Perform general Risk Control Self-Assessment for the department covering people, process, technology, and suppliers, assigning risk severity scores and tracking mitigation plans.

    Must-Have Qualifications/Experience

    WHAT QUALIFICATIONS YOU’LL NEED

    • Hands-on, Individual contributor with strong communication (written and verbal) skills and the ability to work in a business partnering capacity whilst maintaining essential independence.
    • Demonstrated track record of influencing stakeholders from different backgrounds and functions to drive risk-aware business outcomes.
    • Demonstrated experience preparing and presenting risk reports to an executive and/or business leaders.
    • An ability to lead strategically, with a commercial focus.

    Preferred Background

    • 10 years experience in a Governance, Risk and Compliance role, with at least 3 years interacting with business leaders and executive leadership team.
    • IT-GRC background with expert level knowledge of industry practices, IT processes, compliance frameworks and standards (e.g., COBIT, NIST, PCI-DSS, ITIL, SOC2, Hitrust, ISO 27001 etc.)
    • CISA, CRISC, CGEIT, or other relevant industry security-focused certifications preferred.

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    Manager, Information Security

    Key Responsibilities

    WHAT YOU'LL BE DOING

    • Enforce security policies, standards, and procedures for industry, regulatory and client compliance.
    • Drive proactive SOC monitoring and reporting across information systems, influencing business decisions.
    • Maintain the security of all information systems including Mac/Windows OS devices, network infrastructure, AWS cloud, Google Workspace, and business SaaS platforms.
    • Design a robust integrated security architecture with defense-in-depth strategies across users, endpoints, networks/connectivity, platforms, applications and database domains.
    • Engineer and implement cost-effective solutions appropriate for dynamic and scale-up environments.
    • Perform threat modelling and technical risk assessments (vulnerability scans, penetration tests, software updates, patches etc.), identify gaps and recommend technical controls.
    • Collaborate with the IT-GRC team and ensure security risks are captured in the broader IT risk register.
    • Provide general information security guidance & advisory support to the business.
    • Drive internal and external client security engagements to establish business needs and requirements.

    Must-Have Qualifications/Experience

    WHAT QUALIFICATIONS YOU’LL NEED

    • Proven experience within Incident Response situations and demonstrated ability to handle and maintain confidential information.
    • Must possess strong written and verbal communication skills, and be capable of understanding, documenting, communicating, and presenting technical issues in a non-technical manner to audiences.
    • Be a team player and enjoy collaborating on cross-functional teams
    • Familiar with compliance and privacy regulations such as PCI, GDPR, CCPA, SOX, and other regulations/standards
    • Self leadership skills and the ability to mentor or provide guidance to teams.

    Preferred Background

    • 7+ years hands-on security experience, with an IT Security focused role.
    • Experience executing in a cloud-first technology and remote work organization.
    • Proficiency to communicate and collaborate via Slack and can succinctly document technical details.
    • Familiar with security controls or concepts related to various security community groups or standards: CISSP Domains, NIST cybersecurity & privacy frameworks, CIS benchmarks, OSI model

    Method of Application

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