We are seeking an experienced, strategic, and hands-on Infrastructure Director to lead the store-level infrastructure initiatives and ensure the highest service quality through robust ITIL service management practices for our enterprise client. In this role, you will drive the planning, implementation, and continuous improvement of the IT infrastructure across various store locations. You will ensure that every store is equipped with the necessary technological backbone to operate seamlessly while simultaneously implementing and adhering to best practices in IT service management to deliver reliable, efficient, and secure IT support throughout the organization. Perm position with great remuneration.

Key Responsibilities

• Store-Level Infrastructure Management

1. Oversee the planning, design, and implementation of IT infrastructure in retail locations.
2. Ensure that all store-level systems (e.g., POS systems, network devices, in-store servers) are properly integrated and maintained.
3. Develop and enforce standards and best practices related to physical and digital infrastructure setups.

• ITIL Service Management

1. Lead the IT service management functions by implementing ITIL processes and fostering a culture of continuous service improvement.
2. Develop, monitor, and report on Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and standard operating procedures.
3. Ensure that incident, problem, change, and release management processes are robust and continuously optimized.

• Strategic Planning & Execution

1. Develop and maintain an infrastructure roadmap in alignment with overall IT and business strategies.
2. Manage the evaluation, adoption, and integration of emerging technologies to maintain competitive service standards.
3. Ensure alignment between IT infrastructure projects and business growth objectives.

• Team Leadership & Vendor Management

1. Lead, mentor, and develop a high-performing team responsible for store-level IT support.
2. Establish strong vendor relationships and manage contract negotiations to support infrastructure initiatives.
3. Oversee budget planning and financial management for infrastructure projects and operational expenses.

• Service Quality & Security Oversight

1. Ensure that all infrastructure setups comply with industry standards, security protocols, and regulatory requirements.
2. Collaborate with cross-functional teams to troubleshoot issues and implement proactive measures to reduce downtime.
3. Act as the primary liaison between IT and business units to ensure that service delivery meets or exceeds expectations.

Qualifications & Experience

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
• Significant experience in IT infrastructure management within a multi-location or retail environment.
• Proven track record of managing large-scale infrastructure projects and leading IT service management initiatives.
• Hands-on experience with ITIL frameworks; ITIL certification (Intermediate/Expert) is strongly preferred.
• In-depth understanding of enterprise-grade infrastructure components, including networks, servers, cloud, and on-premises solutions.
• Demonstrated ability to architect and implement store-level IT systems, ensuring seamless integration and high availability.
• Strong strategic thinking with the capacity to align IT initiatives with broader business objectives.
• Excellent team leadership, communication, and stakeholder management skills.
• Ability to manage multiple projects and prioritize in a fast-paced, dynamic environment.

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