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IT Service Manager
About this role
The role focuses on delivering reliable and user‑centred IT services across head office, restaurant outlets and support locations. It covers service desk operations, incident and problem management, SLA compliance, vendor management, user support, reporting and continual service improvement. The position is suitable for someone with IT operations or service delivery experience who has led teams and worked in multi-site environments, preferably in retail, hospitality, FMCG or similar settings. Food Concepts Plc operates in the quick service restaurant sector with brands like Chicken Republic and others, managing an operational division, central kitchen and supply chain. The company aims to provide business-critical technology services that support daily operations with minimal disruption."
What you would do
- Oversee day-to-day IT service operations across business locations
- Monitor service performance, ticket trends, SLAs and user satisfaction
- Escalate major incidents and recurring issues as needed
- Coordinate incident, problem and change management activities
- Lead and coordinate the service desk and support teams
- Define support procedures, standards, ticket categories and escalation paths
- Ensure availability and support of POS, ERP, Microsoft 365, network and devices
- Coordinate IT support for store openings, relocations and upgrades
- Track vendor performance and manage SLA adherence
- Prepare regular service delivery reports and drive continual improvement
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' progressive IT operations or service delivery experience
- Minimum 3 years in supervisory, coordination or managerial role
- Experience in multi-site retail, QSR, hospitality, FMCG or service environments is beneficial
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