The Manager - Info. Tech is responsible for the day-to-day delivery of an IT Support Service to the company Retail Discount stakeholders, monitoring and reporting on service requirements, and assisting in developing the IT Support Service at Stores and HO. This role involves implementing service standards and developing common systems and processes based on industry best practices to ensure that the IT Support Service is efficient, effective, and adaptable to changing circumstances.
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Responsibilities
- Anticipate, investigate, and resolve system and service issues, ensuring full documentation of problems and actions taken.
- Coordinate implementation of remedies and preventive measures, analyzing patterns and trends to improve service reliability.
- Develop and implement strategies, policies, and procedures to enhance IT Support Service delivery.
- Create implementation plans for complex changes or new services, assess risks, and review effectiveness post-implementation.
- Analyze business processes, recommend alternative solutions, and establish requirements for process changes.
- Ensure incidents and service requests are handled according to agreed procedures and service standards.
- Design and maintain structured documentation for supported components and oversee reporting of IT support services.
- Collaborate with managers on IS/IT budgets, bulk purchasing opportunities, and compliance with financial regulations.
Requirements
- Bachelor’s degree in Computer Science or equivalent.
- Minimum 5+ years of experience in an IT department, including at least 2 years in retail.
- Strong people management and leadership capabilities.
- Excellent business communication and presentation skills.
- Aptitude for decision-making, working with numbers, and analyzing data.
- Proven experience in collecting and interpreting data to support IT operations and strategy.
Work Conditions
Work in a friendly environment, where everyone shares positive vibes and is excited about our future. Work with over 45,000 diverse and talented colleagues, all guided by our Leadership Model.
