Job Title : Head of IT Operations.
Business Line/ Department : IT Operations.
Reports to - Chief Technology Officer (CTO).
JOB DIMENSIONS: Number of Staff Supervised (Direct Reports): As per approved OS.
Financial Responsibility: Capex/Opex for IT operations.
Job Purpose:
The Job Holder is Responsible to. end-to-end delivery, reliability, and continuous improvement of IT operational services across Almanea's retail network. Leads four functions: Project & Program Management, Service Desk & Technical Support, Service Management, and Application Management.
Job Deliverables - Accountability.
Description :
- Deliverables
- Integrated IT Operations Dashboard
- Project & Program Portfolio Management
- Service Desk Performance & User Satisfaction Reports
- Application Portfolio & Performance Management
- Major Incident & Problem Management (RCA Ownership)
- IT KPIs, Capacity & Continuous Improvement Plan
Know How (applying of knowledge & skills in job tasks)
Strategic IT Operations Leadership
- Define and execute the IT Operations roadmap aligned with Almanea CTO strategy.
- Establish and continuously improve the IT Operations governance framework.
- Serve as primary escalation point for all critical IT operational issues.
- Manage OPEX and CAPEX for IT operations within approved budgets.
- Drive a culture of accountability, service excellence, and continuous improvement.
Project & Program Management Oversight.
- Govern the IT project portfolio: priorities initiatives, manage dependencies, report to CTO.
- Ensure all IT projects are delivered on time, within budget, and to define quality standards.
- Champion PMI/Agile methodologies across the division.
Service Desk & Technical Support
- Oversee L1–L3 technical support for POS, ERP, in-store devices, and end-user computing.
- Define and monitor SLA targets and user satisfaction metrics.
- Ensure adequate staffing and tooling for Almanea's retail calendar peaks.
IT Service Management
- Lead ITIL-aligned processes across incident, problem, change, release, and asset management.
- Produce regular service performance reports and KPI dashboards for the CTO.
- Partner with business units to capture requirements and deliver continuous application value.
Application Management
- Build Application management team with relative process and SOPs
- Oversee lifecycle management of enterprise and retail applications including ERP, POS, WMS, OMS, Aftersales and CRM.
- Manage application vendors, licensing compliance, and cost optimization.
Note: The principal accountabilities listed above are an illustrative list and not an exhaustive list. Additional responsibilities may be added from time to time depending on organizational requirements.
Qualification and Experience :
- Minimum Qualification:
- Bachelor's degree in computer science / information systems.
- Certified in ITIL 4 Foundation (mandatory); PMP or PRINCE2 Practitioner. COBIT, Azure/AWS preferred.
- Minimum Experience
- Minimum Experience of 10–12 years progressive IT experience; 5+ years in senior IT operations role. Retail or consumer electronics background strongly preferred.
- Proven experience is a must.
- Other Requirement (Skills Set)
- ITIL 4 (certification required)
- Enterprise IT infrastructure: networks, servers, cloud (Azure/AWS)
- Retail technology: POS,ERP, WMS, CRM, Stores Technologies HW/SW.
- ITSM tooling: Any
- Project management: PMP / Scrum or any equivalent one.
- Application management Lifecycle.
