Job Description

Roles & Responsibilities

Job Description To lead HS IT infrastructure, service management, and operations across all our offices, dark stores, and cloud kitchens. The successful candidate will be responsible for overseeing a team ensuring seamless operations in areas such as helpdesk support, infrastructure management, security, access control and call center solutions.

Key Responsibilities

Infrastructure & IT Operations Management: Oversee the design, deployment, and management of IT infrastructure, including servers, networks, storage systems, and data centers, ensuring high availability and performance. Manage and maintain infrastructure in cloud kitchens, dark stores, and corporate offices, ensuring minimal downtime and operational efficiency. Ensure the implementation and maintenance of robust backup, disaster recovery, and business continuity plans. Lead initiatives to optimize IT resources, ensuring scalability, performance, and cost-effectiveness.

Helpdesk and Support Services: Manage the IT Helpdesk function, ensuring timely and effective support to internal users, and driving resolution of incidents and service requests. Implement ITIL best practices to streamline support processes and improve the customer experience for internal teams. Develop and maintain Service Level Agreements (SLAs) and ensure adherence to performance metrics for helpdesk services.

Security and Access Management: Oversee the company s IT security strategy, ensuring the protection of systems and data across all locations. Implement and manage security policies and protocols, including access management and control, to ensure compliance with industry regulations and standards. Collaborate with the security team to monitor threats, manage vulnerabilities, and ensure incident response procedures are in place.

Call Center Solutions: Oversee the implementation and management of call center solutions, ensuring seamless integration with company operations. Collaborate with operations and customer service teams to improve call center technologies, driving enhanced user experience and operational efficiency

Strategy & Planning Contribute to the development and execution of the Division s ABCs and OKRs, while ensuring alignment with other Functions & heads. Make critical decisions that support the Division's strategic and tactical direction. Establish the plans for the respective functions/teams and provide inputs that support the Division s goals and objectives. Distribute tactical responsibilities effectively to potential leaders in the Division, to improve the succession readiness of the organization over time. Measure and track relevant OKRs and metrics to ensure the achievement of goals and take corrective actions when necessary.

Governance and Resilience Follow all relevant policies, procedures, and processes for the daily work to be carried out in a controlled and consistent manner. Contribute to the identification of opportunities for continuous improvement of processes and practices to enhance effectiveness. Uphold a high-performance working environment and promote HS s Values.

People Management Set performance objectives, provide necessary support, evaluate direct reports, and provide regular feedback on performance. Participate in the identification and recruitment of key talents for the function. Provide clear direction, prioritize tasks, assign and delegate responsibility, and monitor the workflow. Provide opportunities for team members to suggest, participate in, and contribute to improvement, innovation, and knowledge-sharing initiatives.

Budget Management Manage and own the budgeting cycle and provide input to the budgeting process. Ensure effective utilization of the function's budget, and report accurately on progress and challenges. Investigate and propose implementing strategies that result in a positive financial impact for HS. Manage the reporting departments effectively within budget, and report accurately on progress made and challenges encountered. Formulate strategies that result in a positive financial impact for HS and aim to mitigate financial and operational risks.

Desired Candidate Profile

• 8 - 10 years of experience in IT operations, with at least 3-5 years in a leadership role managing diverse teams.
• Proven experience managing IT operations across multiple locations, including dark stores, cloud kitchens, or retail environments.
• Strong understanding of IT infrastructure, networks, security, and helpdesk management.
• Knowledge of ITIL framework and best practices for IT service management.
• Experience with call center solutions and cloud-based infrastructure is a plus.
• Excellent leadership, communication, and problem-solving skills.
• Strong organizational and project management abilities, with a focus on operational excel

Education and Certifications:

• Bachelor s degree in Information Technology, Computer Science.
• Master s degree in a relevant field is preferred