Job Responsibilities :

● Develop and maintain strong relationships with internal stakeholders and business partners to understand their IT service requirements with retail stores.
● Define and monitor service - level agreements ( SLAs ) to ensure vendor and internal stakeholders service delivery meets agreed - upon standards .
● Lead vendors of IT professionals and coordinate their activities to deliver high - quality IT services .
● Identify opportunities for service improvement and implement best practices to enhance service delivery efficiency and effectiveness .
● Communicate with key stakeholders regarding service performance , issues , and improvements.
● Manage IT service delivery budgets and resources effectively to achieve cost - effective solutions.
● Collaborate with other IT teams to resolve complex technical issues and ensure seamless service delivery.
● Monitor IT service performance metrics and prepare regular reports for management review.
● Stay updated on industry trends and best practices in IT service delivery to drive continuous improvement .
● Ensure compliance with relevant IT policies, procedures, and regulations.

Role Qualification:

● At least 5 years working experience in IT service desk function
● Bachelor ' s degree in Computer Science , Information Technology , or related field.
● Proven experience in IT service delivery management or a similar role in retail industry.
● Strong leadership and team management skills.
● Excellent communication and interpersonal abilities.
● In - depth knowledge of IT service management frameworks ( e . g ., ITIL ).
● Analytical mindset with problem - solving skills . Project management experience is a plus . Relevant certifications ( e . g ., ITIL certification ) are desirable .
● Self-directed and independent worker who can also lead through cross-functional and cross-organizational projects.
● Must be able to communicate effectively in both technical and business settings
● Self-motivated, creative, passionate and able to acclimate into a fast-paced, dynamic environment.