Head of Information Technology (IT)

Overview

Title : Head of Information Technology (IT) Department : Information Technology Reports to : General Manager Role Overview :

We are looking for a hands-on, detail-oriented Head of IT to lead the daily operations of our technology infrastructure and systems. This role is responsible for maintaining smooth and secure operations across our retail and E-commerce platforms, Xilnex POS systems, internal applications, and hardware. This role will also be responsible for sourcing of new systems to improve business efficiency. This role will be required to actively assess how technology can play a role in and improve the workflow and efficiency of the business in a cost-effective manner. The ideal candidate will be proactive, technically strong, and solutions-focused, ensuring all IT-related functions run efficiently to support the business.

Key Responsibilities :

Oversee the day-to-day operations of all IT systems, including network, servers, cybersecurity, databases, Xilnex POS systems, software applications, and hardware across the business.

Play a key role in ensuring technology is integrated into different parts of the business in a cost effective manner. This should include the ability to provide instructions and manage change related to new improvements.

Ensure the stability, reliability, and responsiveness of IT systems to support retail outlets, online platforms, and corporate functions.

Manage IT vendors, service providers and contracts to ensure service levels are met and support issues are resolved quickly and effectively.

Monitor E-commerce platforms and website performance to ensure uptime, security, and timely issue resolution.

Provide technical support and troubleshooting for system-related issues raised by end-users across all departments.

Conduct routine system maintenance, software updates, backups, and network monitoring to prevent downtime and data loss.

Document IT processes, infrastructure layout, configurations, access rights, and policies for operational clarity and audit purposes.

Candidate to possess strong business partnering skills, support, and collaborate with internal and external stakeholders.

Must have the ability to upskill the team in terms of leveraging AI.

Manage IT inventory including hardware, licenses, warranties, and renewals.

Coordinate and implement new IT tools or systems as needed, with a focus on cost efficiency and productivity.

Provide basic end-user training on systems and IT policies to improve tech usage and efficiency across departments.

Supervise the IT team and ensure task prioritisation, timely support, and effective issue resolution.

Requirements

Minimum 7 years of hands-on IT experience with at least 3 years in a supervisory or managerial capacity, preferably in Retail, FMCG, or F&B sectors.

Strong technical knowledge across IT infrastructure, networking, Xilnex POS systems, E-commerce platforms, and system administration.

Experience working closely with internal teams and vendors in an operational support capacity.

Excellent problem-solving and troubleshooting skills with a calm and solution-focused approach.

Experience negotiating and working with vendors and internal staff to determine and communicate requirements, workflow and other important systems considerations.

Highly organised with strong attention to detail and the ability to manage multiple tasks simultaneously.

Good communication skills and ability to translate technical issues into simple terms for non-technical users.

Strong sense of ownership, urgency, and accountability.

Experienced in managing regional IT functions, teams, or roles, with the ability to coordinate cross-border operations and ensure consistency in IT standards and support across multiple locations.

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