Manager – IT Services

Responsibilities

1. Lead and manage the IT help desk, ensuring prompt and effective resolution of service requests from stores.
2. Monitor and follow up the ticketing system to maintain high service standards.
3. Oversee the functionality and support of core business applications including POS systems, restaurant mobile ordering, kitchen display systems, delivery & rider tracking, call centre and IVR, and inventory management systems.
4. Plan and execute preventive maintenance across all store locations on a timely manner.
5. Identify improvement opportunities and implement process enhancements for operational efficiency.
6. Perform regular system updates and manage new IT deployments.
7. Evaluate suppliers and handle procurement of IT hardware and related equipment.
8. Ensure functionality of hardware assets and maintain backup availability at regional level.
9. Build and maintain strong relationships with internal stakeholders and external service providers.
10. Conduct regular SLA review meetings with third-party vendors to ensure service excellence.

Requirements

1. Minimum 3 years’ experience in an IT managerial role.
2. Degree or master’s qualification in IT, computer science, or a related field.
3. Strong leadership and team management capabilities.
4. Solid understanding of core business applications and retail IT environments.
5. Excellent analytical and problem-solving skills with a proactive mindset.

About the company

Gamma Pizzakraft Lanka (Pvt) Ltd is the single franchisee for Pizza Hut and Taco Bell in Sri Lanka with a spread of over 100+ outlets and a human capital of over 2500+ individuals. In line with upcoming expansions, the company is in look out for passionate individuals to join its information technology team.