Job Description
\nWe are looking for an IT Field Services Manager to oversee the delivery and performance of IT field services across multiple retail sites. This role is responsible for managing Field Consultants, ensuring timely assignment and resolution of service calls, monitoring vendor performance, and ensuring strict compliance with Service Level Agreements (SLAs). The successful candidate will have solid experience in IT infrastructure support within the retail sector, excellent leadership skills, and the ability to drive operational efficiency while ensuring a high level of customer satisfaction.
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\nKey Responsibilities<\/p>\n
Team Management:<\/p>\n
Lead, mentor, and manage a team of IT Field Consultants across various retail locations.
\nDevelop and implement training plans to ensure continuous skills improvement.
\nMonitor team performance against set objectives, ensuring accountability and productivity.<\/p>\n
Service Delivery & Call Management:<\/p>\n
Assign and prioritize service calls to field teams, ensuring timely resolution.
\nMonitor progress of assigned tickets to ensure adherence to SLA requirements.
\nAct as an escalation point for unresolved or complex technical issues.<\/p>\n
Vendor Management:<\/p>\n
Manage and coordinate third-party vendors and service providers to ensure effective service delivery.
\nEvaluate vendor performance against contractual obligations and SLAs.
\nNegotiate improvements and resolve disputes when required.<\/p>\n
Compliance & SLA Monitoring:<\/p>\n
Ensure all IT support services adhere to defined SLAs, policies, and procedures.
\nTrack and report on SLA compliance, identifying gaps and implementing corrective actions.
\nMaintain documentation of processes, incidents, and solutions in line with compliance requirements.<\/p>\n
Infrastructure Support (Retail Sector):<\/p>\n
Oversee the support and maintenance of IT infrastructure across retail branches (POS systems, networking, servers, peripherals, etc.).
\nEnsure minimal downtime and quick recovery in the event of system failures.
\nDrive continuous improvement initiatives to optimize IT service delivery in retail environments.<\/p>\n
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\nQualifications & Experience<\/p>\n
Industry related qualification associated with the Job role.
\n5\u20137 years\u2019 experience in IT service delivery or IT support management, with at least 3 years in a managerial role.
\nProven experience in IT infrastructure support within the retail sector (POS systems, store networks, in-store hardware\/software support).
\nStrong background in SLA monitoring, vendor management, and IT service operations.
\nExcellent leadership, communication, and problem-solving skills.
\nFamiliarity with IT service management frameworks (ITIL certification advantageous).<\/p>\n
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JOB APPLICATION DETAILS<\/p>\n
APPLICATION DETAILS
\nHow To Apply
\nAPPLICATION DETAILS
\nShould you wish to apply for this position kindly forward your CV and motivation to gloria.musenge@trade-link.co.za
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