IT Manager- Infrastructure and Support

POSITION SUMMARY:

We are seeking a strategic Infrastructure and Support Manager to lead our IT operations and service delivery teams. This role is responsible for aligning technology infrastructure with operational requirements,ensuring enterprise-wide system scalability, security, and uptime. This role will drive IT service excellence, optimize resource allocation, and implement robust governance frameworks to support organizational objectives.

Infrastructure Engineering & Operations

• Infrastructure Management: Direct the administration, lifecycle management, and optimization of enterprise infrastructure, including network architectures, server clusters, storage arrays, and cloud deployments (e.g., AWS, Azure, GCP).
• Systems Optimization: Architect and enforce high-availability configurations and proactive monitoring protocols to guarantee optimal system performance and mitigate latency.
• Business Continuity: Formulate, test, and maintain robust Disaster Recovery (DR) and Business Continuity Planning (BCP) strategies to mitigate operational risk and ensure data integrity.

IT Service Management (ITSM)

• Service Delivery: Oversee comprehensive IT support operations, governing Level 1-3 support functions to drive user productivity and minimal operational disruption.
• Metrics & SLAs: Define, monitor, and enforce Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to optimize incident response and resolution workflows.
• Incident Escalation: Serve as the definitive technical authority for critical incident management, root cause analysis (RCA), and systemic remediation.

Leadership & Resource Allocation

• Workforce Management: Provide direct leadership and mentorship to cross-functional IT teams, encompassing systems engineers, network administrators, and service desk personnel.
• Capacity Planning: Optimize resource allocation, shift coverage, and project utilization to maintain seamless operational continuity.
• Performance Management: Conduct routine performance appraisals, establish departmental KPIs, and cultivate a high-performance culture focused on continuous improvement.

Strategic Planning & Vendor Governance

• Roadmap Development: Partner with executive leadership to formulate IT roadmaps that support broader organizational objectives and digital transformation initiatives.
• Financial Oversight: Manage departmental OPEX and CAPEX budgets, ensuring cost-effective procurement and lifecycle management of hardware and software assets.
• Vendor Relations: Direct vendor relationship management, driving contract negotiations, SLA enforcement, and monitoring third-party service delivery.

Governance, Risk & Compliance (GRC)

• Security Enforcement: Enforce stringent cybersecurity frameworks, implementing advanced endpoint protection, network perimeters, and access controls to safeguard proprietary data.
• Process Standardization: Establish and govern comprehensive Information Technology General Controls (ITGC) and Standard Operating Procedures (SOPs).
• Regulatory Adherence: Guarantee adherence to regulatory and compliance frameworks (e.g., GDPR, SOC 2, HIPAA) across all infrastructure assets and administrative protocols.

Procurement, Financial & Vendor Management

• Strategic Sourcing & Procurement: Lead the end-to-end IT procurement lifecycle, proactively identifying and sourcing prospective vendors, evaluating competitive proposals, and driving rigorous selection processes following AEO rules strictly.
• Purchasing Execution: Manage the creation, approval routing, and lifecycle tracking of Purchase Requisitions (PRs) and Purchase Orders (POs), ensuring seamless follow-up with internal finance teams and external suppliers to guarantee timely delivery.
• Invoice Governance: Oversee the review, reconciliation, and approval of vendor invoices, meticulously validating billing accuracy against contracted rates, SLAs, and delivered goods/services.
• Cost Optimization Initiatives: Continuously champion proactive cost-reduction strategies by optimizing software licensing frameworks, consolidating infrastructure footprints, and negotiating highly favorable commercial terms without compromising quality.
• Budgeting & Planning: Manage departmental OPEX and CAPEX budgets and collaborate with executive leadership to formulate scalable IT roadmaps that align with enterprise financial goals.

QUALIFICATIONS:

• 10 years of experience in IT Infrastructure and operations, with at least 2 years demonstrating leadership in a technical team. Preferred experience in Retail environment.
• Proven experience managing procurement and vendor selection, track record of generating cost savings through vendor negotiations, managing PR/PO workflows, and overseeing IT budgets and invoice reconciliation.
• Bachelor’s degree in Information Systems, Business Administration, Computer Science, or a related discipline (or equivalent enterprise experience).
• C1 - Level in English required