Key Responsibilities

Leadership and Team Management

• Lead, mentor, and develop a team of IT support staff focused on Store IT Operations to maintain high performance and morale.
• Set team goals, manage performance, and ensure the team adheres to company policies and best practices specific to Store IT Operation.
• Foster a collaborative environment by promoting teamwork, open communication, and continuous learning.

Store IT Operations Management

• Oversee the day-to-day operations of IT systems within all store locations, including network infrastructure, point-of-sale (POS) systems, digital signage, servers, and other hardware and software.
• Develop and enforce operational standards, protocols, and procedures to enhance efficiency and minimize risks in Store IT Operations.
• Monitor IT system performance in stores, identify potential issues, and implement corrective measures to ensure system stability and reliability.

Incident and Problem Management

• Act as the primary escalation point for all IT-related incidents in store locations, ensuring timely resolution with minimal disruption to business operations.
• Implement and maintain an incident management framework, including incident tracking, root cause analysis, and problem resolution for Store IT Operations.
• Develop contingency plans and lead disaster recovery efforts specific to store environments to mitigate risks and minimize downtime.

Deployment, Maintenance, and Upgrades

• Plan and manage the deployment, maintenance, and upgrade of IT systems, including new store openings, store remodels, and routine hardware/software updates.
• Coordinate with cross-functional teams, including store management and regional operations, to ensure smooth implementation and alignment with business needs for Store IT Operations.
• Oversee inventory management for IT equipment, including procurement, installation, and decommissioning processes for store locations.

Collaboration and Stakeholder Management

• Serve as the primary liaison between the DTS department and store operations, ensuring alignment of IT services with business objectives.
• Collaborate with store managers, regional directors, and other stakeholders to understand their needs and provide effective Store IT Operation solutions.
• Manage vendor relationships, including negotiating contracts, monitoring service level agreements (SLAs), and ensuring high-quality service delivery to stores.

Reporting, Analytics, and Documentation:

• Develop and maintain comprehensive documentation of Store IT systems, processes, incident reports, and maintenance schedules.
• Create and present regular reports on IT performance, system health, and store operational metrics to senior management.
• Utilize data analytics to identify trends, optimize processes, and drive continuous improvement in Store IT Operations.

Budget and Resource Management

• Assist in developing and managing the budget for Store IT Operations, ensuring efficient use of resources and cost-effective solutions.
• Track and control expenses related to store IT operations, including equipment purchases, maintenance costs, and service contracts.

Compliance, Security, and Risk Management

• Ensure all Store IT systems and processes comply with company policies, industry standards, and regulatory requirements.
• Develop and enforce IT security policies and procedures, including data protection, cybersecurity measures, and access controls specific to store environments.
• Conduct regular audits and assessments to identify vulnerabilities and implement corrective actions to mitigate risks.