IT SERVICE MANAGER

1.0Information Technology Department

• • Information Technology ServiceDelivery

Job Description of Information Technology Service Delivery

Job Title:

InformationTechnologyServiceDelivery

Location:

Head Office

Grade level:

Manager / Middle Manager

Department:

InformationTechnologyDepartment

Reports to (Title):

Head of Information Technology

Direct Reports:

Service Desk Analysts, IT Support Engineers, Field Support Officers, Service Delivery Coordinators

Job Purpose

The Information Technology Service Delivery role is responsible for ensuring the effective delivery of reliable, responsive, and customer-focused IT services across head office, restaurant outlets, and support locations. The role oversees service desk operations, incident and problem management, SLA compliance, vendor performance, user support, operational reporting, and continuous service improvement to ensure business-critical technology services support daily operations with minimal disruption.

Core Responsibilities and Key Result Areas

• IT Service Delivery Management

Manage day-to-day IT service operations across business locations, ensuring support services are delivered in line with agreed standards and business priorities. Monitor service performance, ticket trends, SLA achievement, service availability, and user satisfaction, and implement corrective actions where required.

Act as an escalation point for major incidents, recurring issues, service disruptions, and business-critical technology concerns.

• Incident, Problem and Change Coordination

Oversee incident management processes to ensure timely logging, prioritization, resolution, communication, and closure of IT support issues. Coordinate root cause analysis for repeated incidents and drive preventive actions to reduce downtime and improve service reliability.

Support change management activities by ensuring technology changes are properly assessed, communicated, documented, and implemented with minimal business disruption.

• Service Desk and User Support Leadership

Lead and coordinate the service desk and support teams, ensuring clear ownership of tickets, effective escalation, and consistent user communication. Define support procedures, service standards, ticket categories, escalation paths, and knowledge base documentation for improved service consistency. Promote a customer-focused IT support culture that supports non-technical users with patience, professionalism, and timely follow-up.

• Systems,InfrastructureandBusinessApplicationSupport

Oversee support and availability of POS systems, ERP access, Microsoft 365, network connectivity, internet links, end-user devices, printers, and approved business applications.

Coordinatesupportfornewstoreopenings,relocations,technologyrefreshes,upgrades,deployments,andinfrastructure-relatedserviceactivities.

Work with technical teams and vendors to resolve system performance issues, application incidents, network outages, and infrastructure support concerns.

• Vendor and SLA Management

Track vendor performance against agreed SLAs for POS, ERP, internet service providers, hardware support, software platforms, and managed services. Coordinate vendor escalations, service reviews, issue follow-ups, and performance improvement actions to protect business operations.

Maintain clear documentation of service commitments, recurring vendor issues, resolution timelines, and improvement plans.

• IT Asset, Access and Compliance Support

Ensure IT assets, support devices, software licenses, user access records, and movement documentation are properly tracked and updated.

Support timely onboarding, role changes, access reviews, and offboarding activities in line with approved user access and security control processes. Promote compliance with IT policies, service procedures, information security requirements, endpoint protection, and acceptable use standards.

• Reporting and Continuous Improvement

Prepare regular service delivery reports covering incident trends, SLA performance, recurring issues, system availability, vendor performance, user satisfaction, and improvement actions.

Identify improvement opportunities across support processes, service desk operations, knowledge management, asset control, and service communication.

Support audits, IT projects, training initiatives, and operational improvement activities as assigned.

KeyPerformanceIndicators

• SLA compliance rate for incidents, requests, and vendor-supported services
• Average ticket resolution time and mean time to restore service
• First-time fix rate for routine support requests
• System uptime for POS, internet, Microsoft 365, ERP access, and other critical services
• Reduction in recurring incidents through problem management and root cause resolution
• Vendorresponseandresolutionperformanceagainstagreedcommitments
• Accuracy of IT asset, access, and service documentation

• User satisfaction score for IT support and service delivery

Knowledge Requirements

• TechnicalandFunctionalKnowledge
  • Good understanding of IT service management practices, including incident, request, problem, change, SLA, and knowledge management.
  • Working knowledge of service desk operations, ticketing systems, support procedures, escalation management, and service reporting.
  • FamiliaritywithPOS,ERP,Microsoft365,endpointsupport,networkconnectivity,internetservices,andbusinessapplicationsupport.
  • Understanding of IT asset management, user access administration, vendor management, cybersecurity awareness, and compliance controls.
• Soft Skills
  • Strong customer service mindset with the ability to manage expectations and communicate clearly with technical and non-technical stakeholders.
  • Goodleadership,coordination,documentation,reporting,andfollow-upskills.
  • Ability to prioritize urgent service issues, manage multiple activities, and remain calm under pressure.
  • Analyticalthinking,problem-solvingability,attentiontodetail,integrity,teamwork,andcontinuousimprovementmindset.

Job Specifications

EducationalRequirements

ProfessionalRequirements

Experience Requirements

• Bachelor’s degree or HND in Information Technology, Computer Science, Information Systems, Computer Engineering, or a related field.
• A postgraduate qualification in business, technology, or management is an added advantage.

Certifications or training in any of the following will be an added advantage:

• ITIL Foundation or ITIL Managing Professional
• PMP,PRINCE2, Agile, COBIT,

Microsoft, CompTIA Network+, or Security+

• IT service management, vendor management, or cybersecurity awareness training

• 3-5 years’ progressive experience in IT operations, service desk, service delivery, infrastructure support, application support, or related IT

management roles.

• Minimum of 3 years in a supervisory, coordination, or managerial role.
• Experience in a multi-site retail, QSR, hospitality, FMCG, or service-oriented environment is an advantage.

WorkingConditions

Jobholders typically work 40 hours per week, Monday to Friday, with flexibility for weekend, shift, emergency, or extended hours where required to support restaurant operations, major incidents, technology deployments, service reviews, outlet openings, audits, or critical business issues. The role may require periodic

travel to outlets and other company locations.

Contacts and Purpose of Contact

Internal Contacts

Purpose of Contact

• Head of Information Technology
• IT operations, infrastructure, security, applications, and project teams
• RestaurantManagers,AreaManagers,andbranchteams
• Executive Management, Senior Management, and process owners
• Finance, Operations, HR, Supply Chain, Marketing, and other support departments

External Contacts

• POS,ERP, software, and infrastructure support partners
• Internet service providers and managed service providers
• Hardware, software, device, and equipment vendors
• Consultants, field engineers, and third-party support technicians

• Provide service updates, performance reports, escalation support, and operational guidance.
• Coordinate incident resolution, service requests, root cause analysis, and continuous improvement actions.
• Align IT services with operational priorities, business requirements, and user expectations.
• Manage vendor escalations, SLA reviews, support activities, and service improvement plans.
• Support audits, projects, technology deployments, documentation, and compliance requirements.

Authorization

Name and Signature: Ruth Osaigbovo

Date: 24/08/2026