About the Role
Food Concepts Plc, the proud owner of Chicken Republic—West Africa's fastest-growing chicken Quick Service Restaurant brand—is looking for an experienced IT Service Manager to ensure the seamless operation of our technological infrastructure. In this vital role, you will oversee service desk operations, incident management, vendor performance, and SLA compliance across our multi-site restaurant outlets, central kitchen, and head office locations.
Key Responsibilities- Manage day-to-day IT service operations, monitoring ticket trends, SLA achievements, and user satisfaction across all business locations.
- Lead and mentor the service desk team, establishing robust support procedures, ticket categories, and escalation pathways.
- Oversee the availability and support of critical systems including POS terminals, ERP access, Microsoft 365, network connectivity, and end-user hardware.
- Coordinate incident, problem, and change management processes to minimize business disruption and drive root-cause analysis for recurring issues.
- Track vendor performance against agreed SLAs for hardware, software, internet, and managed services.
- Ensure accurate tracking of IT assets, software licenses, and user access controls in alignment with security policies.
- Generate regular service delivery reports detailing system uptime, resolution times, and continuous service improvement opportunities.
- Bachelor's Degree or HND in Information Technology, Computer Science, Information Systems, Computer Engineering, or a related field.
- 3 to 5 years of progressive experience in IT operations, service delivery, or infrastructure support, with at least 3 years in a supervisory or management capacity.
- Prior working experience in multi-site retail, QSR, hospitality, FMCG, or similar fast-paced operational environments is a distinct advantage.
- Strong expertise in POS systems support, ITIL frameworks, incident management, and vendor SLA negotiations.
- Exceptional leadership, problem-solving, and communication skills tailored for non-technical stakeholders.
- Competitive salary and performance-based incentives.
- Comprehensive health insurance and wellness benefits.
- Opportunities for career growth within one of West Africa's leading food sector pioneers.
- Dynamic, fast-paced work environment with a collaborative team culture.