IT Service Manager

Job title : IT Service Manager

Job Purpose

• The Information Technology Service Delivery role is responsible for ensuring the effective delivery of reliable, responsive, and customer-focused IT services across head office, restaurant outlets, and support locations.
• The role oversees service desk operations, incident and problem management, SLA compliance, vendor performance, user support, operational reporting, and continuous service improvement to ensure business-critical technology services support daily operations with minimal disruption.

Core Responsibilities and Key Result Areas
IT Service Delivery Management:

• Manage day-to-day IT service operations across business locations, ensuring support services are delivered in line with agreed standards and business priorities. Monitor service performance, ticket trends, SLA achievement, service availability, and user satisfaction, and implement corrective actions where required.
• Act as an escalation point for major incidents, recurring issues, service disruptions, and business-critical technology concerns.

Incident, Problem and Change Coordination:

• Oversee incident management processes to ensure timely logging, prioritization, resolution, communication, and closure of IT support issues. Coordinate root cause analysis for repeated incidents and drive preventive actions to reduce downtime and improve service reliability.
• Support change management activities by ensuring technology changes are properly assessed, communicated, documented, and implemented with minimal business disruption.

Service Desk and User Support Leadership:

• Lead and coordinate the service desk and support teams, ensuring clear ownership of tickets, effective escalation, and consistent user communication.
• Define support procedures, service standards, ticket categories, escalation paths, and knowledge base documentation for improved service consistency.
• Promote a customer-focused IT support culture that supports non-technical users with patience, professionalism, and timely follow-up.

Systems, Infrastructure and Business Application Support:

• Oversee support and availability of POS systems, ERP access, Microsoft 365, network connectivity, internet links, end-user devices, printers, and approved business applications.
• Coordinate support for new store openings, relocations, technology refreshes, upgrades, deployments, and infrastructure-related service activities.
• Work with technical teams and vendors to resolve system performance issues, application incidents, network outages, and infrastructure support concerns.

Vendor and SLA Management:

• Track vendor performance against agreed SLAs for POS, ERP, internet service providers, hardware support, software platforms, and managed services. Coordinate vendor escalations, service reviews, issue follow-ups, and performance improvement actions to protect business operations.
• Maintain clear documentation of service commitments, recurring vendor issues, resolution timelines, and improvement plans.

IT Asset, Access and Compliance Support:

• Ensure IT assets, support devices, software licenses, user access records, and movement documentation are properly tracked and updated.
• Support timely onboarding, role changes, access reviews, and offboarding activities in line with approved user access and security control processes. Promote compliance with IT policies, service procedures, information security requirements, endpoint protection, and acceptable use standards.

Reporting and Continuous Improvement:

• Prepare regular service delivery reports covering incident trends, SLA performance, recurring issues, system availability, vendor performance, user satisfaction, and improvement actions.
• Identify improvement opportunities across support processes, service desk operations, knowledge management, asset control, and service communication.
• Support audits, IT projects, training initiatives, and operational improvement activities as assigned.

Key Performance Indicators

• SLA compliance rate for incidents, requests, and vendor-supported services
• Average ticket resolution time and mean time to restore service
• First-time fix rate for routine support requests
• System uptime for POS, internet, Microsoft 365, ERP access, and other critical services
• Reduction in recurring incidents through problem management and root cause resolution
• Vendor response and resolution performance against agreed commitments
• Accuracy of IT asset, access, and service documentation.

Job Specifications
Educational Requirements:

• Bachelor’s Deegee or HND in Information Technology, Computer Science, Information Systems, Computer Engineering, or a related field.
• A postgraduate qualification in business, technology, or management is an added advantage.

Experience Requirements:

• 3-5 years’ progressive experience in IT operations, service desk, service delivery, infrastructure support, application support, or related IT management roles.
• Minimum of 3 years in a supervisory, coordination, or managerial role.
• Experience in a multi-site retail, QSR, hospitality, FMCG, or service-oriented environment is an advantage.