IT service Manager

About the Role

We’re looking for an IT Service Delivery Manager to keep our technology running smoothly across our head office, restaurant outlets, and support locations. You’ll lead the service desk and support teams, manage vendors, and make sure business-critical systems like POS, ERP, and Microsoft 365 support daily operations with minimal disruption.

What You’ll Do

• Manage day-to-day IT service operations across all locations, tracking SLA performance, ticket trends, system availability, and user satisfaction
• Act as the escalation point for major incidents, recurring issues, and service disruptions
• Oversee incident, problem, and change management, including root cause analysis and preventive actions
• Lead service desk analysts, IT support engineers, field support officers, and service delivery coordinators
• Define support procedures, ticket categories, escalation paths, and knowledge base content
• Oversee support for POS systems, ERP access, Microsoft 365, networks, internet links, end-user devices, and printers
• Coordinate IT support for new store openings, relocations, upgrades, and technology refreshes
• Track vendor performance against SLAs and lead escalations and service reviews with POS, ERP, internet, and hardware providers
• Keep IT assets, software licenses, and user access records accurate, and support onboarding, role changes, and offboarding
• Promote compliance with IT policies, information security requirements, and acceptable use standards
• Produce regular service delivery reports and drive continuous improvement
• Support audits, IT projects, and training initiatives

What You’ll Bring

• Bachelor’s degree or HND in Information Technology, Computer Science, Information Systems, Computer Engineering, or a related field
• 3-5 years of progressive experience in IT operations, service desk, service delivery, infrastructure support, or application support
• At least 3 years in a supervisory, coordination, or managerial role
• Solid understanding of ITSM practices: incident, request, problem, change, SLA, and knowledge management
• Working knowledge of ticketing systems, POS, ERP, Microsoft 365, endpoint support, and network connectivity
• Experience with vendor management, IT asset management, user access administration, and cybersecurity awareness
• A strong customer service mindset and the ability to communicate clearly with non-technical users
• Strong leadership, documentation, reporting, and follow-up skills
• Ability to prioritize urgent issues and stay calm under pressure

Nice to Have

• Postgraduate qualification in business, technology, or management
• ITIL Foundation or ITIL Managing Professional
• PMP, PRINCE2, Agile, COBIT, Microsoft, CompTIA Network+, or Security+ certification
• Experience in multi-site retail, QSR, hospitality, or FMCG environments

Schedule

• Monday to Friday, 40 hours per week
• Flexibility for occasional weekend, shift, or extended hours during major incidents, outlet openings, deployments, or audits

Pay: ₦700,000.00 - ₦800,000.00 per month

Work Location: Hybrid remote in Lagos