Senior Service Officer (IT)

Industry : Luxury Retail & Wholesale

MAIN PURPOSE:

IT Service Operations & Infrastructure Management (40%)

• Oversee and ensure the reliable operation and maintenance of all essential IT infrastructure for business operations including local area networks (LAN) wireless networks internet connectivity servers storage backups printing solutions and security systems (e.g. anti-malware firewalls).
  
• Lead and manage the provision of Level 1 and Level 2 technical support for system-related issues user queries and SAP support ensuring timely resolution and a strong customer-focused approach.
  
• Supervise and execute the configuration installation and maintenance of IT equipment including computers peripherals software and mobile devices ensuring adherence to company standards.
  
• Manage hardware and software inventory including planning and executing hardware refresh cycles and optimizing asset lifecycle management.
  
• Develop implement and enforce IT operational reports procedures and policies driving continuous improvement in service delivery and operational efficiency.
  
• Ensure strict adherence to Company IT policies security protocols and regulatory compliance.
  
• Provide guidance and mentorship to any junior IT staff or external support teams fostering their professional development and technical capabilities.
  

IT Project Leadership & Strategic Contribution (40%)

• Lead and manage the planning and execution of IT project deployments and implementations related to IT in office and boutique environments ensuring projects are delivered on time within scope and budget.
  
• Actively drive digital transformation initiatives by researching identifying and evaluating new technologies and solutions to address local business challenges and enhance operational efficiency.
  
• Oversee the delivery of training on IT infrastructure and applications to promote user adoption and digital literacy within the organization.
  
• Collaborate closely with the Regional Digital Development team acting as the key local liaison for requirements promoting in-house digital products and providing technical assistance for product rollouts.
  
• Identify and recommend new technologies and solutions to enhance operational efficiency and business services presenting findings and strategic recommendations to management.
  

IT Vendor & Resource Management (20%)

• Manage and optimize IT procurement processes including purchase order creation goods receipt verification invoice tracking and reconciliation ensuring cost-effectiveness and compliance.
  
• Oversee IT vendor management in SAP including the creation extension and updating of vendor records to ensure accuracy and compliance.
  
• Lead vendor relationship management negotiate service level agreements (SLAs) and conduct cost-benefit analysis for IT procurements to ensure optimal value and service delivery.