About the role
Job Description
We are looking for an experienced IT Infrastructure Project & Service Manager to manage infrastructure projects, IT service delivery, stakeholder relationships, and continual improvement initiatives across a distributed business environment.
The ideal candidate should have strong experience in IT Infrastructure, Service Management, Project Management, Incident/Problem Management, SLA management, stakeholder engagement, vendor management, and network infrastructure.
Key Responsibilities
- Manage end-to-end IT infrastructure projects, ensuring delivery on time, within scope and budget.
- Manage projects related to store openings, closures, remodeling, office renovations and technology rollouts.
- Coordinate infrastructure initiatives involving SASE, SD-WAN, firewalls, wireless/Wi-Fi, network switches, POS and data-center/server migration.
- Monitor service delivery performance, SLAs and operational KPIs and ensure timely resolution of service issues.
- Manage Incident, Problem and Change Management activities.
- Perform root-cause analysis and implement preventive measures to reduce recurring incidents.
- Work closely with global infrastructure teams, local business teams and technology service owners.
- Act as the key point of contact for service escalations and infrastructure-related issues.
- Manage stakeholder expectations and provide regular updates on project and service performance.
- Identify and support continual service improvement opportunities.
- Consolidate market-specific technology demands and coordinate execution with relevant managers.
- Manage infrastructure budgets, including hardware refresh, break/fix replacement and EOL technology replacement.
- Coordinate with external suppliers/vendors and monitor their performance and contractual compliance.
- Support ISMS audits, vulnerability management and infrastructure compliance activities.
- Plan and allocate technical resources based on project complexity, workload and business priorities.
- Lead and coordinate cross-functional and cross-market teams.
Mandatory Skills
- IT Infrastructure
- Infrastructure Project Management
- IT Service Management / IT Service Delivery
- Incident Management
- Problem Management
- Change Management
- SLA / Service Level Management
- Stakeholder Management
- Vendor/Supplier Management
- IT Operations
- Team/Resource Management
- Strongly Preferred
- Network Infrastructure
- SASE
- SD-WAN
- Firewall
- Cisco
- LAN/WAN
- Wireless/Wi-Fi
- Network Switches
- Data Center
- Server Migration
- POS / Retail Technology
- Store Opening / Closing / Rollout
- ISMS / IT Audit
- Vulnerability Management
- EOL Hardware Replacement
- ITIL
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