Introduction:

The ‘Manager: IT Service Enablement’ is accountable for the operational execution of IT and digital transformation, translating technology strategy into reliable services, automated processes, trusted data, and disciplined delivery.

Description:

This role owns:

·IT service management tooling and ongoing optimisation thereof

·Enterprise automation and operational digitisation

·Formalisation and governance of IT project management practices

·Delivery budgets and operational financial management

·Core technology teams (Systems, Databases, Data Platforms)

The role acts as the engine room of IT, ensuring platforms, projects, data, and services run efficiently, predictably, and at scale - while enabling the business and retail operations to modernise how work gets done.

Strategic Outcomes

·Stable, measurable, and continuously improving IT services and capabilities

·Business processes digitised and automated end-to-end

·Facilitating digitisation initiatives across IT and other business areas

·Reliable, trusted data powering operations, finance, and customer insights

·Predictable, governed IT project delivery aligned to best-practice

·Strong ROI on technology investments

·Operational readiness to scale

Key Responsibilities

• & Budget Ownership




·Own end-to-end IT systems and delivery across enterprise systems, platforms, and data.




·Hold accountability for designated operational and project delivery budgets.




·Track cost efficiency, benefits realisation, and ROI across initiatives.




·Ensure sustainable operational models post-project delivery.




·Drive vendor performance and cost optimisation in collaboration with senior IT leadership.





• Digital Transformation & Enterprise Automation




·Lead the digitisation and automation of IT and business processes.




·Partner with functional leaders (Retail Ops, Finance, HR, Merchandise, Marketing) to identify transformation opportunities.




·Champion low-code / automation platforms, Microsoft 365 workflow tooling, and system integrations.




·Define standards, patterns, and governance for automation and process digitisation.




·Ensure automation initiatives are secure, scalable, and supported.





• Service Management (ITSM) Optimisation (ITIL v4)




·Own and continuously improve the organisation’s mature ITSM ecosystem, aligned to ITIL v4, in partnership with the ‘Manager: Service Delivery’ role




·Enhance service workflows, CMDB accuracy, automation, and reporting.




·Drive proactive service management, problem reduction, and self-service capabilities.




·Ensure deep integration between ITSM, identity, endpoint, monitoring, and collaboration platforms.




·Use service data to drive performance management, forecasting, and continuous improvement.





• Project Management & Delivery Excellence




·Establish and own formal IT project management standards, methodologies, and tooling, in partnership with the ‘Manager: Architecture & Planning’ role




·Define lifecycle governance, stage gates, risk management, and benefits tracking.




·Select, implement, and optimise project management tooling (e.g., portfolio, resource, and milestone tracking).




·Lead and manage Project Administrators delivering IT projects to business stakeholders and retail outlets.




·Ensure projects transition cleanly into support and operations.




·Provide executive-level visibility on project health, dependencies, and delivery risk.





• Database & Platform Management




·Lead Systems Administrators and Database Administrators.




·Ensure infrastructure and platforms meet availability, performance, and growth requirements.




·Drive automation, standardisation, and reduction of operational fragility.




·Plan and execute technology lifecycle and capacity management.




·Partner with security and governance functions to ensure compliance and resilience.





• Platform, Data Lake & Analytics Enablement




·Accountable for the availability, integrity, and accuracy of enterprise data platforms.




·Oversee data ingestion, pipelines, and integrations supporting:




o Operational BI




o Financial reporting and controls




o Customer and commerce analytics




·Ensure data governance, quality standards, and access controls are enforced.




·Enable self-service analytics while maintaining trust and control.




·Work closely with business analytics stakeholders to align data platforms to decision-making needs.





• & Business Enablement




·Maintain deep understanding of retail operations and store environments.




·Ensure operational systems and tools support in-store teams efficiently.




·Translate business challenges into actionable digital and operational solutions.




·Ensure technology solutions scale across multiple outlets and regions.





• Capability Building & Succession Development




·Build and lead a high-performing operational IT team.




·Develop delivery, service management, and automation capability within IT.




·Create clear career pathways for systems, data, and project teams.




·Contribute to future-state operating model and organisational design.



Requirements:



Required Experience & Qualifications




Experience




·8 - 12+ years in IT operations, service management, digital enablement, or enterprise delivery




·Proven budget ownership and financial accountability




·Strong project management governance and delivery experience




·Advanced knowledge of Microsoft 365 and collaboration ecosystems




·Advanced knowledge of ManageEngine Enterprise Management tooling




·Practical, hands-on ITIL v4 service management experience




·Experience with enterprise data platforms and analytics ecosystems




·Retail or multi-site operational environment experience essential




Qualifications




·Degree in IT, Information Systems, Engineering, or Business Technology




·ITIL v4 certification strongly preferred




·Project management qualification (PRINCE2, PMP, Agile) preferred




·Data or digital transformation certifications advantageous




Core Competencies




·Operational excellence and execution discipline




·Structured, systems-thinking mindset




·Strong business and financial acumen




·Ability to balance speed with control




·Excellent stakeholder and executive communication




·Delivery-focused leadership style




·Continuous improvement and automation mindset




·Role Positioning in the IT Operating Model