IT FIELD SERVICES MANAGER – Tradelink Retail Systems

Job Description

We are looking for an IT Field Services Manager to oversee the delivery and performance of IT field services across multiple retail sites. This role is responsible for managing Field Consultants, ensuring timely assignment and resolution of service calls, monitoring vendor performance, and ensuring strict compliance with Service Level Agreements (SLAs). The successful candidate will have solid experience in IT infrastructure support within the retail sector, excellent leadership skills, and the ability to drive operational efficiency while ensuring a high level of customer satisfaction.

Key Responsibilities

• Team Management:
  • Lead, mentor, and manage a team of IT Field Consultants across various retail locations.
  • Develop and implement training plans to ensure continuous skills improvement.
  • Monitor team performance against set objectives, ensuring accountability and productivity.
• Service Delivery & Call Management:
  • Assign and prioritize service calls to field teams, ensuring timely resolution.
  • Monitor progress of assigned tickets to ensure adherence to SLA requirements.
  • Act as an escalation point for unresolved or complex technical issues.
• Vendor Management:
  • Manage and coordinate third-party vendors and service providers to ensure effective service delivery.
  • Evaluate vendor performance against contractual obligations and SLAs.
  • Negotiate improvements and resolve disputes when required.
• Compliance & SLA Monitoring:
  • Ensure all IT support services adhere to defined SLAs, policies, and procedures.
  • Track and report on SLA compliance, identifying gaps and implementing corrective actions.
  • Maintain documentation of processes, incidents, and solutions in line with compliance requirements.
• Infrastructure Support (Retail Sector):
  • Oversee the support and maintenance of IT infrastructure across retail branches (POS systems, networking, servers, peripherals, etc.).
  • Ensure minimal downtime and quick recovery in the event of system failures.
  • Drive continuous improvement initiatives to optimize IT service delivery in retail environments.

Qualifications & Experience

• Industry related qualification associated with the Job role.
• 5–7 years’ experience in IT service delivery or IT support management, with at least 3 years in a managerial role.
• Proven experience in IT infrastructure support within the retail sector (POS systems, store networks, in-store hardware/software support).
• Strong background in SLA monitoring, vendor management, and IT service operations.
• Excellent leadership, communication, and problem-solving skills.
• Familiarity with IT service management frameworks (ITIL certification advantageous).