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IT Service Manager
About this role
The role is for an IT Service Manager at Food Concepts Plc, focused on ensuring reliable and customer‑focussed IT services across head office, restaurant outlets and support locations. The position oversees service desk operations, incident and problem management, SLA compliance, vendor performance, user support, reporting and ongoing service improvement. It requires coordinating IT service delivery, change control, and asset and access management to support daily business operations with minimal disruption. The employer is a group known for running Chicken Republic, a fast-growing QSR brand with multiple outlets in Nigeria and Ghana. The job is full-time and based in Lagos, Nigeria.
What you would do
- Escalate major incidents and manage day-to-day IT service operations across locations.
- Monitor performance metrics, SLA achievement, service availability and user satisfaction; implement corrective actions.
- Coordinate change management, incident management and root cause analysis for recurring issues.
- Lead and coordinate the service desk and user support teams; define procedures and knowledge base.
- Ensure support for store openings, relocations, deployments and infrastructure activities.
- Oversee support for POS systems, ERP access, Microsoft 365, networks, end-user devices and printers.
- Manage vendor relationships, SLAs and escalation processes; review performance and drive improvements.
- Ensure onboarding, access reviews and offboarding align with security controls.
- Promote compliant IT policies and asset, access and license management.
- Prepare and review regular service delivery reports and support continuous improvement initiatives.
What they are asking for
- Bachelor’s degree or HND in IT, Computer Science, Information Systems, Computer Engineering or related field
- Postgraduate qualification in business, technology or management is an added advantage
- 3-5 years’ experience in IT operations, service desk or related IT management roles
- Experience in multi-site retail, QSR, hospitality, FMCG or service environment is an advantage
- Minimum 3 years in a supervisory, coordination or managerial role
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