IT Service Manager

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.

KEY RESPONSIBILITIES

1. 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).

2. 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.

3. 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.

4. 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.

5. 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.

REQUIREMENTS

Education

• Bachelor's degree or above in Information Technology, Computer Science, Electronics & Telecommunications, or a related field.

Experience

• 5–7 years of experience in IT Operations / IT Service Management within medium- to large-scale organizations.
• At least 3 years of experience in a managerial role, with direct people management responsibility.
• Strong preference / highly preferred: Hands-on experience managing IT infrastructure across large-scale retail, pharmacy, or F&B chains with 50+ locations.
• Proven experience managing New Store Opening (NSO) rollouts across multiple locations.
• Strong knowledge of ITIL processes and POS/ERP systems.

Skills

• Strong NSO project management, timeline coordination, and risk management skills.
• Strong leadership and communication skills, with fluent Vietnamese and English.
• Strong negotiation and vendor management skills, particularly with IT equipment, ISP, and CCTV vendors.
• Strong service mindset, ability to work effectively under pressure, and willingness to travel and provide out-of-hours support during new store openings.

Certifications – Preferred

• ITIL Foundation / Intermediate
• CCNA / CCNP
• MCSA / MCSE