Career pathways

JSA + Responsibilities: Designs and oversees the implementation of IT systems. Collaborates with stakeholders to define requirements and ensures system scalability and security.  

Capabilities: Developing knowledge of system architecture, experience with cloud technologies and project/product management skills. 

SA + Responsibilities: Experienced position. Leads architecture projects, mentor’s junior architects and provides technical guidance. Responsible for system performance, reliability and optimisation.  

Capabilities: Good knowledge of system design patterns, leadership and team management skills and business acumen. 

SSA+ Responsibilities: SSA+ Responsibilities: Strategic role. Sets the architectural vision for the organisation. Collaborates with executives to align IT strategy with business goals. Drives innovation and evaluates emerging technologies.  

Capabilities: Enterprise architecture expertise, strategic thinking and negotiation and influence skills. 

LSA + Responsibilities: LSA + Responsibilities: Top-level position. Shapes the long-term technology roadmap. Represents the organisation in industry forums. Influences industry standards and best practices.  

Capabilities: Thought leadership, experience with large-scale systems and the ability to balance technical and business considerations. 

T + Responsibilities: Handles initial user inquiries via phone, email, or chat. Logs incidents, categorises them, and assigns priorities. Resolves straightforward issues or escalates complex ones.  

Capabilities: Strong communication skills. Familiarity with ITIL (Information Technology Infrastructure Library) processes. Ability to follow documented procedures. 

Team: 1st and 2nd Line

12LS + Responsibilities: Investigates and resolves complex technical issues escalated from lower support tiers. Collaborates with vendors and other teams to find solutions. Designs and implements improvements to IT infrastructure.  

Capabilities: In-depth knowledge of networking, servers, and virtualisation. Scripting or programming skills (Python, PowerShell, etc.). Analytical problem-solving abilities. 

Team: 3rd Line

3LS + Responsibilities: Manages the IT support team, including hiring, training and performance evaluations. Develops and implements support processes and procedures. Coordinates with other departments to ensure efficient IT services.  

Capabilities: Leadership and team management skills. Strategic thinking and planning abilities. Experience with IT service management tools (e.g., ServiceNow). 

Team: 3rd Line

ITSM + Responsibilities: Sets the IT strategy aligned with business goals. Oversees infrastructure, security and technology adoption. Manages budgets, vendor relationships, and major projects.  

Capabilities: Extensive experience in IT leadership roles. Strong business acumen. Ability to communicate effectively with executives and stakeholders. 

CST + Responsibilities: Monitoring and analysing security systems. 

Incident response and management. Developing security plans and protocols.  

Capabilities: Technical proficiencies in cyber security tools. Analytical skills and attention to detail. Communication and collaboration abilities. 

CSA + Responsibilities: Overseeing the cybersecurity team and operations. Developing and implementing security strategies. Ensuring compliance with internal policies and external regulations.  

Capabilities: Leadership and resource management. Advanced knowledge of cybersecurity systems and infrastructure. Problem-solving and decision-making capabilities. 

CSL + Responsibilities: Directing overall IT security strategy. Managing cybersecurity teams and resources. 

Overseeing vulnerability audits, penetration tests and forensic investigations.  

Capabilities: Strategic planning and execution. Strong understanding of service lifecycle management. 

Excellent communication, interpersonal and leadership skills. 

CSL + Responsibilities: Developing and implementing an organisation-wide information security program. Managing risk and ensuring alignment with business objectives. Leading incident response and disaster recovery planning.  
 
Capabilities: Extensive knowledge of information security and IT risk management. Leadership skills and experience in managing security teams. Auditing skills and the ability to manoeuvre resources in mission-critical situations. 

JDE + Responsibilities: Build and maintain optimal data pipeline architecture. Assemble large, complex data sets that meet functional and non-functional business requirements. Identify, design and implement internal data process improvements: automating manual processes, optimising data delivery, etc. Build infrastructure for efficient extraction, transformation and loading of data from a variety of data sources. 

Capabilities: Working knowledge of multiple programming languages. Practical understanding of data models, data storage types and how to access them. Very good analytical and critical thinking skills. Able to communicate complex data to peers.

Analytics - Logical modelling of analytical data. Pipelines more likely to be built in GUI-based tools 

Engineering - Physical implementation of ETL

DEA + Responsibilities: Design and implement ETL processes for data transformation and preparation. Deploy machine learning models to production environments. Manage data pipelines for analytics and operational use. Ensure data accuracy and integrity across multiple sources and systems. 

Capabilities: Proficiency in designing and implementing ETL processes. Working knowledge of cloud services such as AWS and Azure. Strong programming skills. Ability to build, maintain and improve upon data architecture, collection and storage systems. Ability to manage and guide other data engineers and oversee the construction and operation of data systems. Strong analytical and problem-solving skills. Excellent communication skills to collaborate with data architects, analysts and present reports to non-technical stakeholders.

SDEA + Responsibilities: Leads data analysts and engineers, setting strategy and targets. Implementing data processes for the Data Warehouse and production systems. Managing and updating Data Engineering architecture.  Manages relationships with stakeholders. Ensuring data accuracy and quality, identifying inconsistencies and resolving data issues. Making data accessible through reporting platforms and consulting internal customers on data utilisation. Overseeing the architecture and management of data systems. 

Capabilities: Extensive experience in data architecture, data quality, metadata management, ETL, analytics, reporting and database administration.  Strong computer science background and knowledge of software development methodologies. High level of proficiency in programming languages such as Python and Java. Expert knowledge of Big Data technologies and databases.

LDEA + Responsibilities: Develop data architectures and strategies that support the organisation’s business goals and objectives. Develop data models used to store and manage the organisation’s data. Design and implement data warehouses, data marts, and databases. Develop ETL processes and scripts to integrate disparate data sources. Evaluate and recommend new technologies, tools and techniques for managing data. 

Capabilities:  Strong client-facing experience as a lead data analyst and engineer. Strong understanding of data analytics and data science to provide strategic insights. Respected figure across the organisation. Experience dealing with executive stakeholders across the organisation.

NST + Responsibilities: Managing network infrastructure (LAN, WAN, WLAN). Implementing security measures (firewalls, intrusion detection/prevention systems). Devising safe remote-access solutions.  

Capabilities: Network Design. Creating scalable and fault-tolerant network architectures. Familiarity with encryption, authentication, and network hardening. Network Monitoring Tools.  

NSA + Responsibilities: Designing and implementing complex network solutions. Optimising network performance (QoS, load balancing). Deploying SD-WAN or software-defined networking (SDN).  

 
Capabilities: Routing and Switching: Advanced knowledge of routing protocols (e.g., EIGRP, OSPF) and switching technologies (VLANs, STP). Network Automation: Scripting (Python, Ansible) for network provisioning and management. Cloud Networking: Understanding of cloud platforms (AWS, Azure) and their networking components.  

NSE + Responsibilities: Overseeing network and storage teams. Capacity planning for network resources. Evaluating and implementing new technologies. 

Capabilities: Leadership and Vendor Management: Ability to guide technical teams and collaborate with vendors. Budgeting and Procurement: Understanding of hardware and software costs. Network Capacity Planning: Estimating future network requirements

IM + Responsibilities: Setting the long-term vision for infrastructure. Ensuring alignment with business goals. Representing the group at executive levels.  

 Capabilities: Strategic Leadership: Ability to make informed decisions about technology investments. Business Acumen: Understanding of how infrastructure impacts overall business operations. Change Management: Navigating organisational shifts and technology transformations.

OA + Responsibilities: Will likely have spent at least 2 years at OA level. Understands office requirements and etiquette  

 Has a good understanding and grounding in their role that enables them to be proactive.  Analyse data to identify process inefficiencies and areas for improvement. Has the ability to coordinate activities across the office. Assists with Business Operations operational management such as administration, finance, communication and governance. Understands and monitors key processes.  

Capabilities:  

• Very good organisational skills
• Excellent ‘office craft’
• Good communicator who is able to relate to people at all levels

MOA +  Responsibilities: Will have around 3+ years experience in their field. 

Applicable to all Business Operations functions where the individual displays a very good understanding of their role and is able to complete assigned work confidently and proficiently. Role is one of the following: 

• Communications   
• Finance 
• Administration 
• Product Operations 
• Governance
• Digital Accessibility
• Learning & Development

Thoroughly understands their role and its function within the team. Carries out all day-today duties in a specific field with confidence. Ensuring requests are dealt with professionally and efficiently. May be required to lead a small team. 

Capabilities:  

• Has a very good understanding of their specialism
• Reliable and proficient
• Excellent understanding of associated processes and procedures
• Ability to direct and support team members

SOS +  Responsibilities: Overseeing day-to-day operations associated with role and function. Developing and implementing standardised processes. Managing budgets and resource allocation. Leading teams to achieve operational goals.  

Capabilities:  

• Shows evidence of leadership. Financial acumen
• Process optimisation  
• Team management
  Very good understanding of operational governance and development

TL + Responsibilities: Strategic planning and goal-setting for their function. Aligning operations with overall business objectives, especially the Digital Plan. Managing team leads and ensuring smooth operations. Identifying improvement opportunities. Compiles operational reports for ICT LT. 

Capabilities: 

• Ability to convert strategy into practice
• Manages team resources and budgets
• Coordinates across multidisciplinary teams
• Data oriented decision-making
• Knowledge of change management
• Relationship-building

App + Responsibilities: Market Research: Conducting market analysis, understanding user needs and identifying trends. Requirements Gathering: Collaborating with stakeholders to define product features. Project Coordination: Managing timelines, resources and budgets. User Story Creation: Translating requirements into actionable user stories.  

Capabilities: Market Insight: Ability to analyse market data and customer feedback. Communication: Effective communication with cross-functional teams. Agile Methodology: Familiarity with Agile/Scrum practices. Problem-Solving: Addressing challenges in product development. User-Centric Thinking: Prioritising user needs and pain points

APM + Responsibilities: Product Vision: Defining a clear product vision and strategy.

Roadmap Creation: Developing and refining the product roadmap. Stakeholder Alignment: Collaborating with engineering, design, and marketing teams. Feature Prioritisation: Balancing trade-offs and prioritising features. Basic stakeholder management knowledge.   

Metrics Tracking: Monitoring product performance metrics.  

Capabilities: Strategic Thinking: Aligning product goals with business objectives. Data-Driven Decision-Making: Using analytics to inform choices. Leadership: Guiding cross-functional teams. 

UX/UI Understanding: Grasping user experience and design principles. Market Trend Awareness: Staying informed about industry trends. 

PM + Responsibilities: Cross-Functional Leadership: Managing product teams. 

Business Alignment: Ensuring product goals align with company strategy. Market Positioning: Defining competitive positioning. 

Influence at Executive Level: Representing product vision to executives.

Organisational Impact: Driving overall business success.  

Capabilities: Executive Communication: Presenting to C-suite and board as part of a Stakeholder Management process. Strategic Partnerships: Collaborating with external partners. Visionary Thinking: Anticipating industry shifts. 

Organisational Change: Leading product-driven transformations. Product Portfolio Strategy: Balancing diverse product lines. Understand budgeting. 

SPM + Responsibilities: Portfolio Management: Overseeing multiple products. Create and run Stakeholder Management processes. Innovation: Identifying growth opportunities and new features. Risk Assessment: Evaluating risks and mitigating them. Budget Management: Allocating resources effectively. Product Evangelism: Advocating for the product internally and externally through informal and formal communication channels.  

Capabilities: Strategic Leadership: Shaping long-term product direction. Financial Acumen: Managing budgeting and ROI. Advanced Negotiation: Collaborating with stakeholders and partners. 

Product Lifecycle Management: Navigating from ideation to launch. 

Change Management: Adapting to evolving market dynamics.