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IT Service Manager

Công Ty Cổ Phần Dược Phẩm Pharmacity · Hồ Chí Minh
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Loại hình
Toàn thời gian
Hình thức
Tại văn phòng
Cấp bậc
Trưởng / Phó phòng
Ngành nghề
CNTT - Phần mềm
Mức lương
Thương lượng
Địa điểm
Hồ Chí Minh, Hồ Chí Minh, Hồ Chí Minh

Tổng quan

  • The IT Service Manager is responsible for leading and optimizing IT service operations across the Head Office and nationwide store/pharmacy network. The role oversees IT infrastructure, business systems, and end-user support, ensuring service availability, operational efficiency, and standardized IT operations.
  • The role is also responsible for leading IT deployment for New Store Openings (NSO), including planning, execution, cross-functional coordination, and operational readiness to ensure timely delivery and cost efficiency.
  • IT Infrastructure, Service Operations & New Store Opening Management
  • Infrastructure Availability, Performance & Security
  • Ensure the 24/7 availability, performance, and security of network infrastructure, including LAN/WAN, Internet, and Wi-Fi, across the Head Office and the entire store/pharmacy network.
  • Proactively identify and resolve incidents to minimize business disruption and downtime.
  • New Store Opening (NSO) Management
  • Design and standardize IT infrastructure deployment checklists for new stores/pharmacies, covering network, Wi-Fi, POS, CCTV, receipt printers, barcode scanners, time attendance systems, and communication systems.
  • Plan and manage project timelines, budgets, and cross-functional coordination with Design, Construction, and Retail Operations teams to ensure IT site surveys, cabling, installation, testing, and handover are completed on time prior to Soft Opening/Grand Opening.
  • Develop standardized IT infrastructure specifications applicable to different store formats and sizes.
  • IT Equipment & Vendor Management
  • Oversee the operation and maintenance of IT equipment across stores/pharmacies and the Head Office.
  • Negotiate and manage contracts and SLAs with ISPs (FTTH/Leased Line) and hardware vendors.
  • Conduct regular vendor performance reviews and identify opportunities to optimize operating and initial investment costs (OPEX/CAPEX).
  • IT Service Management (ITSM) & IT Asset Management (ITAM)
  • Lead the L1/L2 Helpdesk team to deliver timely and effective technical support to office employees and pharmacists across the store network.
  • Implement and continuously improve ITIL-based processes, including Incident Management, Problem Management, Change Management, Request Fulfillment, and Asset Management, aligned with the company’s rapid expansion.
  • Establish and maintain clear SLA/OLA standards.
  • Manage the full lifecycle of IT assets and maintain sufficient spare equipment inventory to support incident replacement and rapid deployment for new stores.
  • IT Security, Compliance & Audit
  • Implement infrastructure security policies and access controls across stores to protect POS data, sales data, and customer information.
  • Prepare the required documentation and infrastructure to support internal and external audits and comply with applicable pharmacy management requirements related to IT systems and infrastructure.
  • Team & Budget Management
  • Team Development
  • Recruit, train, manage performance, and develop a capable IT Operations/NSO team with a strong internal customer service mindset.
  • Budget Management
  • Develop and manage IT OPEX budgets and CAPEX investment plans for new store infrastructure.
  • Optimize procurement and equipment costs across the store network.
  • Business Partnership & Continuous Improvement
  • Partner closely with Retail Operations, Expansion/Development, Supply Chain, and ERP/App teams to ensure IT services effectively support business expansion and operational requirements.
  • Proactively identify and recommend technology solutions to automate and improve store/pharmacy operations.

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