Eco-shop Malaysia Hiring! Full Time Senior IT Manager - IT Services in Selangor - Ricebowl

Job Summary

• The Senior Manager – IT Services is responsible for managing the IT Service team and the implementation, support, and continuous improvement of business applications and IT services.
• The role will work closely with business stakeholders, internal IT teams, and external system vendors to ensure IT services effectively support the company's fast-paced FMCG and retail operations, including multiple outlets, warehouses, and supporting functions.
• The role will be directly involved in key business applications such as ERP, Loyalty, HRMS, and other business systems, covering the full lifecycle from requirement gathering and implementation to go-live, ongoing support and enhancement. The position will also be responsible in managing team resources, vendors, service performance, projects, and stakeholder relationships.

Job Responsibilities

• Lead and manage implementation, support, enhancement, and lifecycle of business applications including ERP, Loyalty, HRMS, and other business systems.
• Lead application implementation projects from requirements gathering, solution design, UAT, data migration and integration through to go-live and post-go-live stabilisation
• Work closely with business users to understand requirements, resolve application issues, and identify opportunities for process and system improvements.
• Act as the key IT contact between business stakeholders, internal IT teams, and external system vendors.
• Manage system vendors, including project delivery, SLA, support quality, issue escalation, change requests, and associated costs.
• Monitor application performance, service levels, incidents, recurring issues, and ensure timely resolution with minimal business disruption.
• Ensure application changes and enhancements follow the company's IT governance and change management processes.
• Maintain appropriate application documentation, procedures, and support processes.
• Manage and prioritise IT Service resources according to business and project requirements.
• Guide and support the existing IT Service team member and contribute to the future development of the function.
• Identify opportunities for automation, integration, system optimisation, and continuous improvement.
• Provide regular updates on project progress, application issues, risks, and service performance to IT management.

Person Specifications

Education & Qualification

• Diploma or Bachelor's Degree in IT, Computer Science, Information Systems, or a related field.
• Professional certifications such as ITIL or PMP are an advantage.

Relevant Experience & Years of Service

• Minimum 10 years of relevant IT experience, preferably in FMCG, retail, distribution, logistics, or other high-volume and multi-outlet environments.
• Hands-on experience in ERP implementation and post-go-live support is mandatory.
• Experience in other enterprise applications such as Loyalty, WMS, POS, inventory, procurement, or supply chain systems is an advantage.

Technical Skills, Professional Knowledge & Competencies

• Strong knowledge of enterprise applications, system integration, IT service management, and application support.
• Good project management, vendor management, problem-solving, and stakeholder management skills.
• Good understanding of IT governance, change management, and service management processes.
• Strong communication and coordination skills with business users, vendors, and internal IT teams.