The ideal candidate will serve as the country SPOC (Single-Point-Of-Contact) on various IT and Digital-related matters. The role will oversee and executes project delivery and operational support for various store and MO technologies such as POS, SOKs, HR and payroll platforms, delivery systems, data analytics, data transmission, ERP, and other digital innovations. He/she will manage the activities of the vendors providing project delivery and support services, including monitoring of SLAs.
Duties & Responsibilities
BAU / Service Management
· Ensures efficient and effective IT operations daily
· Manages all IT related infrastructure and service delivery processes
· Ensures proper implementation of agreed plans and policies in rendering services to clients
· Takes overall responsibility for operational support incident management and request fulfilment, as well as any other activity assumed by the operational support, such as monitoring certain events.
· Escalates major/long-running tickets to the Regional Digital and Technology Group
· Handles the Regional Digital and Technology Group’s execution of BAU process improvements
· Collaborates with the Regional Digital and Technology Group to develop, enforce, and document standards and procedures.
· Creates, and presents various BAU-related service reports to the Country LTs and Regional Digital and Technology Group
· Assists in training end users on various systems or productivity tools to improve operational capabilities and efficiencies
Vendor Management
· Oversees and directs the activities of the vendors providing project delivery and technical support
· Organizes and attends regular vendor meetings to discuss projects and BAU matters
· Provides vendor performance review on a regular basis
· Reviews SLAs and vendor KPIs on a monthly governance meeting with service delivery team
Project Delivery
· Executes project tasks or oversees project resources’ execution of the tasks
· Escalates delays in tasks execution or any items that will require Country or Regional-level decision
Stakeholder Management
· Communicates with all parties involved in the service delivery process – team members, customers, and country LTs
· Develops and maintains relationship with internal customers
Other Duties
· Perform other job or expertise related assignments in order to develop one’s self and/or share one’s expertise resulting to support for operational efficiency
Requirements & Qualifications
· Bachelor’s Degree in Information Technology, MIS, Engineering, or Computer Science Related courses
· 2-3 years’ experience in an IT enterprise support role or retail IT support
· Must be good in Communication, Planning and Organization, Stakeholder Management, Critical Thinking, Influencing, Attention to Detail, Initiative
· Leadership Competencies: Lead Change, Results Driven, Build Coalition and Collaboration
· Must have a good experience in Technical Support (Hardware, Network, Software), Productivity tools, Security, POS and Vendor Management
