POSITION SUMMARY

We are seeking a strategic Infrastructure and Support Manager to lead our IT operations and service delivery teams. This role is responsible for aligning technology infrastructure with operational requirements,ensuring enterprise-wide system scalability, security, and uptime.

This role will drive IT service excellence, optimize resource allocation, and implement robust governance frameworks to support organizational objectives.

Infrastructure Engineering & OperationsInfrastructure Management: Direct the administration, lifecycle management, and optimization of enterprise infrastructure, including network architectures, server clusters, storage arrays, and cloud deployments (e.g., AWS, Azure, GCP).

Systems Optimization: Architect and enforce high-availability configurations and proactive monitoring protocols to guarantee optimal system performance and mitigate latency.

Business Continuity: Formulate, test, and maintain robust Disaster Recovery (DR) and Business Continuity Planning (BCP) strategies to mitigate operational risk and ensure data integrity.IT Service Management (ITSM)Service Delivery: Oversee comprehensive IT support operations, governing Level 1-3 support functions to drive user productivity and minimal operational disruption.

Metrics & SLAs: Define, monitor, and enforce Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to optimize incident response and resolution workflows.

Incident Escalation: Serve as the definitive technical authority for critical incident management, root cause analysis (RCA), and systemic remediation.

Leadership & Resource AllocationWorkforce Management: Provide direct leadership and mentorship to cross-functional IT teams, encompassing systems engineers, network administrators, and service desk personnel.

Capacity Planning: Optimize resource allocation, shift coverage, and project utilization to maintain seamless operational continuity.

Performance Management: Conduct routine performance appraisals, establish departmental KPIs, and cultivate a high-performance culture focused on continuous improvement.

Strategic Planning & Vendor GovernanceRoadmap Development: Partner with executive leadership to formulate IT roadmaps that support broader organizational objectives and digital transformation initiatives.

Financial Oversight: Manage departmental OPEX and CAPEX budgets, ensuring cost-effective procurement and lifecycle management of hardware and software assets.

Vendor Relations: Direct vendor relationship management, driving contract negotiations, SLA enforcement, and monitoring third-party service delivery.

Governance, Risk & Compliance (GRC)Security Enforcement: Enforce stringent cybersecurity frameworks, implementing advanced endpoint protection, network perimeters, and access controls to safeguard proprietary data.

Process Standardization: Establish and govern comprehensive Information Technology General Controls (ITGC) and Standard Operating Procedures (SOPs).

Regulatory Adherence: Guarantee adherence to regulatory and compliance frameworks (e.g., GDPR, SOC 2, HIPAA) across all infrastructure assets and administrative protocols.

Procurement, Financial & Vendor ManagementStrategic Sourcing & Procurement: Lead the end-to-end IT procurement lifecycle, proactively identifying and sourcing prospective vendors, evaluating competitive proposals, and driving rigorous selection processes following AEO rules strictly.

Purchasing Execution: Manage the creation, approval routing, and lifecycle tracking of Purchase Requisitions (PRs) and Purchase Orders (POs), ensuring seamless follow-up with internal finance teams and external suppliers to guarantee timely delivery.

Invoice Governance: Oversee the review, reconciliation, and approval of vendor invoices, meticulously validating billing accuracy against contracted rates, SLAs, and delivered goods/services.

Cost Optimization Initiatives: Continuously champion proactive cost-reduction strategies by optimizing software licensing frameworks, consolidating infrastructure footprints, and negotiating highly favorable commercial terms without compromising quality.

Budgeting & Planning: Manage departmental OPEX and CAPEX budgets and collaborate with executive leadership to formulate scalable IT roadmaps that align with enterprise financial goals.

QUALIFICATIONS

10 years of experience in IT Infrastructure and operations, with at least 2 years demonstrating leadership in a technical team.
Preferred experience in Retail environment.
Proven experience managing procurement and vendor selection, track record of generating cost savings through vendor negotiations, managing PR/PO workflows, and overseeing IT budgets and invoice reconciliation.
Bachelor’s degree in Information Systems, Business Administration, Computer Science, or a related discipline (or equivalent enterprise experience).C1
Level in English required