Job Title : Head of IT Operations. Business Line/ Department : IT Operations. Reports to - Chief Technology Officer (CTO).
JOB DIMENSIONS: Number of Staff Supervised (Direct Reports): As per approved OS. Financial Responsibility: Capex/Opex for IT operations.
Job Purpose:The Job Holder is Responsible to. end-to-end delivery, reliability, and continuous improvement of IT operational services across Almanea's retail network. Leads four functions: Project & Program Management, Service Desk & Technical Support, Service Management, and Application Management.
Job Deliverables - Accountability. Description :Deliverables Integrated IT Operations Dashboard Project & Program Portfolio Management Service Desk Performance & User Satisfaction Reports Application Portfolio & Performance Management Major Incident & Problem Management (RCA Ownership) IT KPIs, Capacity & Continuous Improvement Plan
Know How (applying of knowledge & skills in job tasks) Duties Strategic IT Operations Leadership Define and execute the IT Operations roadmap aligned with Almanea CTO strategy. Establish and continuously improve the IT Operations governance framework. Serve as primary escalation point for all critical IT operational issues. Manage OPEX and CAPEX for IT operations within approved budgets. Drive a culture of accountability, service excellence, and continuous improvement.
Project & Program Management Oversight. Govern the IT project portfolio: priorities initiatives, manage dependencies, report to CTO. Ensure all IT projects are delivered on time, within budget, and to define quality standards. Champion PMI/Agile methodologies across the division.
Service Desk & Technical Support Oversee L1–L3 technical support for POS, ERP, in-store devices, and end-user computing. Define and monitor SLA targets and user satisfaction metrics. Ensure adequate staffing and tooling for Almanea’s retail calendar peaks.
IT Service Management Lead ITIL-aligned processes across incident, problem, change, release, and asset management. Produce regular service performance reports and KPI dashboards for the CTO. Partner with business units to capture requirements and deliver continuous application value.
Application Management Build Application management team with relative process and SOPsOversee lifecycle management of enterprise and retail applications including ERP, POS, WMS, OMS, Aftersales and CRM. Manage application vendors, licensing compliance, and cost optimization.
Note: The principal accountabilities listed above are an illustrative list and not an exhaustive list. Additional responsibilities may be added from time to time depending on organizational requirements.
Qualification and Experience :
Minimum Qualification:Bachelor’s degree in computer science / information systems. Certified in ITIL 4 Foundation (mandatory); PMP or PRINCE2 Practitioner. COBIT, Azure/AWS preferred. Minimum Experience Minimum Experience of 10–12 years progressive IT experience; 5+ years in senior IT operations role. Retail or consumer electronics background strongly preferred. Proven experience is a must. Other Requirement (Skills Set) ITIL 4 (certification required) Enterprise IT infrastructure: networks, servers, cloud (Azure/AWS) Retail technology: POS,ERP, WMS, CRM, Stores Technologies HW/SW. ITSM tooling: Any Project management: PMP / Scrum or any equivalent one. Application management Lifecycle.