IT Service Manager (Retail)

IT Service Manager

Role Overview

The IT Service Manager is responsible for ensuring high levels of customer satisfaction through the effective delivery and continuous improvement of managed IT services. This role partners closely with senior IT leadership and business stakeholders to align technology services with organizational strategy, while leading service delivery teams, managing risk, and driving operational excellence.

Key Responsibilities

• Own overall service delivery accountability and ensure exceptional customer experience across managed IT services
• Partner with senior IT executives and leadership to help shape and execute IT strategy and long-term technology direction
• Engage with business and executive stakeholders to align IT services with strategic business objectives and initiatives
• Lead, coach, and manage service delivery, support, and engineering teams to ensure consistent and reliable outcomes
• Conduct regular service reviews and business status meetings to understand short- and long-term client needs
• Develop, present, and execute annual technology roadmaps, operating plans, budgets, and performance reporting
• Identify and communicate risks related to compliance, cybersecurity, network security, and regulatory requirements
• Proactively identify opportunities to leverage technology to improve operational efficiency and business processes
• Act as a customer advocate by managing expectations, escalating issues appropriately, and driving service improvements
• Provide technical leadership and guidance to resolve complex issues and support incident and problem management
• Educate stakeholders on relevant technology trends and industry best practices
• Oversee multiple concurrent initiatives and ensure projects are delivered on time and within scope
• Manage vendor relationships, including contract negotiation, performance oversight, and service accountability
• Ensure strong governance through adherence to ITIL, Agile, and project management best practices
• Collaborate effectively with cross-functional partners including Legal, Risk, Operations, Compliance, and Internal Audit
• Maintain clear, professional communication across all internal and external interactions

Personal Attributes

• Structured, analytical problem solver with strong communication and decision-making skills
• Proactive, self-motivated, and accountable, with a strong sense of ownership
• Able to prioritize effectively in high-pressure and fast-paced environments
• Flexible with work hours as required to support critical initiatives and service delivery needs
• Willingness to travel regionally and internationally for service delivery or governance meetings

Required Skills & Qualifications

• Prior experience in a Managed Services Provider (MSP) or IT consulting environment
• Strong technical foundation combined with sound business judgment and leadership capability
• Experience managing large-scale production support engagements across application and infrastructure environments
• Demonstrated experience with major incident management and service recovery
• Proven ability to manage complex application portfolios and enterprise technology stacks
• Strong project management experience, including budgeting, resource planning, and execution
• Excellent organizational skills with exceptional attention to detail
• Ability to manage and coordinate multiple priorities simultaneously
• Proven ability to create and maintain clear documentation, policies, processes, and procedures
• Broad operational IT experience, preferably within a public or highly regulated company
• Comfortable operating in fast-paced, technology-driven environments
• Data-driven mindset with a focus on metrics, continuous improvement, and outcomes

Experience

• 10 years of relevant experience in enterprise application, infrastructure, and/or multi-cloud environments preferred

Education

• Bachelor’s degree required (Computer Science, Engineering, or a related technical field preferred)