Primary Objective of Role
The IT Manager role is a team, technical support services and customer care oriented position with a specific focus on each of the European markets
Under the responsibility of the IT Manager, IT departments in each market operate and support IT services, network and infrastructure for stores and franchise owners, head-office staff and online ordering systems.
The IT Manager is a member of the company's leadership team (LT) with a dotted line into the market's CEO and acts as facilitator between IT and other departments. The role ensures IT components of business initiatives are launched and supported as requested whilst providing insight on IT activities and performance.
The IT Manager runs a team of approximately 10 who ensure all technology components operate in line with business needs and expectations using latest relevant technology. Technical support desk services for stores including systems monitoring, requests management and incidents resolutions along with product management for point of sales and e-commerce systems are key to business continuity and the role's primary focus.
Other activities revolve around determining and meeting customer's needs, foreseeing and troubleshooting issues, continual stability of the network, planning new services and updating existing ones in line with best practices of project management, including costs estimation, scheduling and risk analysis.
The IT Manager is responsible for setting high standards within the company's IT services, both in terms of customer care and technology solutions, managing internal resources and external vendors.
The IT Manager is responsible for:
The IT Manager is responsible for leading and managing the IT resources on his market to deliver technology solutions. They will coordinate and facilitate all activity within the organization to ensure successful delivery. They communicate results to other leaders working closely with the technical team. This position will act as a liaison to internal customers.
Being an international company, the position requires communication with internal and external customers and co-workers from the US, Australia, Germany, the Netherlands, Belgium and France. This will be performed in English, in a professional, friendly and efficient manner. The position requires international travelling.
All tasks are performed following growth strategy and instructions, policies, procedures and best-practices in use within the IT Department.
Knowledge and skills
The IT Manager has excellent knowledge of IT systems and tools and always keeps up to date with new developments in the IT industry. Relevant technologies for the role include:
The IT Manager demonstrates the ability to attentively listen and understand the business's needs with a customer centric mindset. In order to stay fully aligned with business reality, they are in constant communication with the field and able to put themselves in the customer's shoes and never lose sight of how franchise owners and operators think. He or she will show exemplary communication skills and exceptional insight to understand business expectations.
The IT Manager is comfortable operating within a team consisting of various types of roles and skill sets and shows the ability to participate in several projects at once that have a common strategic goal. They successfully deal with tight timelines and limited resources by demonstrating a flexible approach, willing to wear multiple hats if needed. They must be able to motivate their team all the while maintaining customer focus, and find the right balance between the two.
Attention to detail and the ability to process large amounts of information ensures success in this role. This leader will be able to organize information and communicate in a clear and structured manner.
Knowledge and skills