Senior IT Manager - IT Services

Job SummaryThe Senior Manager – IT Services is responsible for managing the IT Service team and the implementation, support, and continuous improvement of business applications and IT services.The role will work closely with business stakeholders, internal IT teams, and external system vendors to ensure IT services effectively support the company's fast-paced FMCG and retail operations, including multiple outlets, warehouses, and supporting functions.The role will be directly involved in key business applications such as ERP, Loyalty, HRMS, and other business systems, covering the full lifecycle from requirement gathering and implementation to go-live, ongoing support and enhancement. The position will also be responsible in managing team resources, vendors, service performance, projects, and stakeholder relationships.Job ResponsibilitiesLead and manage implementation, support, enhancement, and lifecycle of business applications including ERP, Loyalty, HRMS, and other business systems.Lead application implementation projects from requirements gathering, solution design, UAT, data migration and integration through to go-live and post-go-live stabilisationWork closely with business users to understand requirements, resolve application issues, and identify opportunities for process and system improvements.Act as the key IT contact between business stakeholders, internal IT teams, and external system vendors.Manage system vendors, including project delivery, SLA, support quality, issue escalation, change requests, and associated costs.Monitor application performance, service levels, incidents, recurring issues, and ensure timely resolution with minimal business disruption.Ensure application changes and enhancements follow the company's IT governance and change management processes.Maintain appropriate application documentation, procedures, and support processes.Manage and prioritise IT Service resources according to business and project requirements.Guide and support the existing IT Service team member and contribute to the future development of the function.Identify opportunities for automation, integration, system optimisation, and continuous improvement.Provide regular updates on project progress, application issues, risks, and service performance to IT management.Person SpecificationsEducation & QualificationDiploma or Bachelor's Degree in IT, Computer Science, Information Systems, or a related field.Professional certifications such as ITIL or PMP are an advantage.Relevant Experience & Years of ServiceMinimum 10 years of relevant IT experience, preferably in FMCG, retail, distribution, logistics, or other high-volume and multi-outlet environments.Hands-on experience in ERP implementation and post-go-live support is mandatory.Experience in other enterprise applications such as Loyalty, WMS, POS, inventory, procurement, or supply chain systems is an advantage.Technical Skills, Professional Knowledge & CompetenciesStrong knowledge of enterprise applications, system integration, IT service management, and application support.Good project management, vendor management, problem-solving, and stakeholder management skills.Good understanding of IT governance, change management, and service management processes.Strong communication and coordination skills with business users, vendors, and internal IT teams.