IT Operations Manager

The IT Operations Manager is responsible for ensuring the effective operation, control, and governance of the organization's IT infrastructure and technology assets across the head office, retail stores, warehouses, and distribution centers. The role oversees IT asset management, incident management, equipment deployment, inventory control, and lifecycle management while ensuring IT services support business operations efficiently.

A key responsibility of this role is to establish structured processes, accurate asset records, and operational controls that enable scalable IT support for the organization's expanding retail network.

Key Responsibilities

1. IT Asset Inventory and Deployment Management

• Manage the central inventory of all IT equipment, including computers, laptops, POS terminals, scanners, printers, networking equipment, mobile devices, and peripherals.
• Ensure all incoming IT equipment is properly received, inspected, tagged, recorded, and stored.
• Plan and coordinate deployment of IT equipment to new and existing retail stores, warehouses, and distribution centers.
• Maintain complete documentation of equipment movements including receipts, transfers, deployments, returns, repairs, and disposals.
• Conduct periodic physical inventory counts and reconcile inventory against system records.
• Investigate and resolve inventory discrepancies promptly.
• Ensure adequate inventory levels are maintained to support new store openings and operational requirements.

2. Retail IT Incident Management

• Establish and manage a structured IT incident management process for all retail locations.
• Ensure incidents are properly logged, categorized, prioritized, assigned, monitored, and resolved within agreed service levels.
• Coordinate with internal IT teams and external vendors to resolve incidents efficiently.
• Analyze recurring incidents and implement preventive or permanent corrective actions.
• Produce regular reports on incident trends, root causes, response times, and service performance.
• Continuously improve incident response procedures to minimize downtime affecting retail operations.

3. IT Asset Register Rebuild and Asset Verification Project

Lead the organization's IT Asset Register reconstruction project by:

• Conducting a comprehensive physical inventory of all deployed IT equipment across all locations.
• Verifying equipment ownership, location, assigned users, and operational status.
• Reconciling physical assets against accounting records and existing IT inventories.
• Rebuilding the complete IT Fixed Asset Register with accurate and validated information.
• Recording asset specifications including:
• Asset Tag
• Serial Number
• Model
• Purchase Date
• Deployment Date
• Current Location
• Assigned User
• Warranty Status
• Useful Life
• Equipment Age
• Current Operational Condition
• Identify missing, obsolete, retired, or unrecorded assets and recommend appropriate corrective actions.
• Develop standardized procedures for maintaining the accuracy of the IT Asset Register going forward.

4. IT Equipment Dispatch and Deployment System

Design and implement a controlled IT equipment dispatch process by:

• Developing standardized workflows for requesting, approving, issuing, transferring, and returning IT equipment.
• Implementing documentation and approval controls for all equipment movements.
• Creating tracking mechanisms from central inventory through deployment to retail stores and distribution centers.
• Maintaining complete traceability of every IT asset throughout its lifecycle.
• Standardizing forms, documentation, and approval matrices for equipment dispatch.

5. IT Asset Lifecycle Management

Develop and implement a comprehensive IT Asset Lifecycle Management Program covering:

• Procurement
• Receiving
• Asset Registration
• Deployment
• Maintenance
• Repair
• Transfer
• Upgrade
• Warranty Tracking
• Obsolescence Monitoring
• Retirement
• Disposal

The manager shall:

• Establish asset lifecycle policies and standards.
• Monitor equipment aging against defined replacement schedules.
• Identify obsolete or end-of-life equipment.
• Prepare annual technology refresh and replacement plans.
• Coordinate retirement and disposal activities in accordance with company policies.
• Ensure retired equipment is securely sanitized, documented, and disposed of appropriately.
• Provide management with reports on asset age profiles, replacement forecasts, and lifecycle costs.

6. IT Operations Management

• Ensure availability of IT infrastructure supporting retail operations.
• Coordinate preventive maintenance of IT equipment.
• Monitor vendor performance and service contracts.
• Support new store openings, relocations, and closures.
• Maintain IT operational documentation, procedures, and standards.
• Recommend improvements to IT operational processes and controls.

7. Governance, Reporting, and Compliance

• Develop and enforce policies governing IT asset management and inventory control.
• Ensure compliance with internal controls, audit requirements, and company policies.
• Prepare regular management reports including:
• IT Asset Inventory Status
• Asset Aging Report
• Incident Management Dashboard
• Equipment Deployment Status
• Inventory Variance Report
• Asset Utilization Report
• Technology Refresh Plan
• Support internal and external audit activities related to IT assets and operations.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
• Minimum of 5–8 years of experience in IT operations, infrastructure, or IT asset management.
• At least 3 years of supervisory or managerial experience.
• Experience supporting multi-site retail operations is highly preferred.
• Experience implementing IT Asset Management (ITAM) and IT Service Management (ITSM) processes is an advantage.

Technical Competencies

• IT Asset Management (ITAM)
• IT Service Management (ITIL)
• Incident Management
• Inventory Control
• Fixed Asset Management
• Retail IT Operations
• Network and Endpoint Infrastructure
• Microsoft 365 Administration
• Asset Tracking Systems
• Service Desk Management
• Project Management
• Data Analysis and Reporting

Key Performance Indicators (KPIs)

• IT asset inventory accuracy of at least 99%.
• Completion of the enterprise-wide IT asset verification and fixed asset register rebuild within the approved project timeline.
• 100% tracking of IT equipment movements from receipt through retirement.
• Timely deployment of IT equipment for all scheduled store openings.
• Achievement of incident response and resolution service level targets.
• Reduction in recurring IT incidents through root cause analysis and corrective actions.
• Completion of annual IT asset lifecycle reviews and technology refresh plans.
• Zero significant audit findings related to IT asset management and inventory controls.
• Accurate and timely reporting of asset aging, obsolescence, and replacement requirements.
• Full implementation and adoption of standardized IT asset dispatch, lifecycle, and inventory management processes across all locations.