IT Service Manager
AI job insight
Food Concepts Plc is recruiting a full-time IT Service Manager in Lagos to lead reliable IT service delivery across head office, restaurant outlets, and support locations. The role covers service desk operations, incident and problem management, SLA and vendor performance, change coordination, user support, reporting, and continuous improvement.
- Manage IT service operations across head office, restaurant outlets, and support locations.
- Oversee service desk, incidents, problems, changes, SLAs, vendors, and operational reporting.
- Act as the escalation point for major incidents and business-critical technology issues.
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Food Concepts Plc is recruiting a full-time IT Service Manager in Lagos to lead reliable IT service delivery across head office, restaurant outlets, and support locations. The role covers service desk operations, incident and problem management, SLA and vendor performance, change coordination, user support, reporting, and continuous improvement.
- Manage IT service operations across head office, restaurant outlets, and support locations.
- Oversee service desk, incidents, problems, changes, SLAs, vendors, and operational reporting.
- Act as the escalation point for major incidents and business-critical technology issues.
- Lead root cause analysis and preventive actions to reduce downtime.
- Requisition ID: 2186.
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Not enough public dataNot enough public salary data is available for this exact role. Before applying, prepare to ask about gross pay, benefits, contract length, probation period, transport and any allowances.
Can you qualify for this role?
- UnclearRelated work experienceThe text mentions experience, but the exact level should be confirmed at source.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in security, hospitality, retailThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in NigeriaThe vacancy is associated with this location.
- UnclearComfort with the Full Time contract termsConfirm hours, duration, probation and benefits at the original source.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest IT Service Manager evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to Food Concepts Plc and the role in Nigeria.
- Add concrete examples related to security, hospitality, retail, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from Jobgurus Nigeria; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Prepare a polite question about pay, benefits and contract terms for later interview stages.
Source and safety check
- Jobgurus Nigeria
- Original source link available
- Application method is clear
- Deadline not specified
- No major risk signal was detected in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this IT Service Manager role in security, hospitality?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Nigeria under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research Food Concepts Plc before the interview.
Ask what the first priorities will be in the role and how success will be measured.
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Original source description
IT Service Manager Job at Food Concepts Plc | Jobgurus
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IT Service Manager Job at Food Concepts Plc
Food Concepts commenced operations in 2001. From inception, our aim has been clear-cut and focused: to revolutionize the food sector in West Africa and to deliver extraordinary satisfaction to our stakeholders.
Since launching in 2004, Chicken Republic (Subsidiary of Food concepts) has already opened 55 stores in Nigeria and Ghana. On this basis, we are proud of the brand’s hard-earned reputation as the fastest growing chicken QSR in West Africa and the number 1 chicken QSR in Nigeria (both in revenues and number of outlets). In addition, Chicken Republic was ranked as one of Nigeria’s top 20 brands across all categories (Financial Standards Awards 2009).
We are recruiting to fill the position below:
Job Position: IT Service Manager
Requisition ID: 2186
Job Location
: Lagos
Employment Type: Full-time
Job Purpose
The Information Technology Service Delivery role is responsible for ensuring the effective delivery of reliable, responsive, and customer-focused IT services across head office, restaurant outlets, and support locations.
The role oversees service desk operations, incident and problem management, SLA compliance, vendor performance, user support, operational reporting, and continuous service improvement to ensure business-critical technology services support daily operations with minimal disruption.
Core Responsibilities and Key Result Areas
IT Service Delivery Management:
Manage day-to-day IT service operations across business locations, ensuring support services are delivered in line with agreed standards and business priorities. Monitor service performance, ticket trends, SLA achievement, service availability, and user satisfaction, and implement corrective actions where required.
Act as an escalation point for major incidents, recurring issues, service disruptions, and business-critical technology concerns.
Incident, Problem and Change Coordination:
Oversee incident management processes to ensure timely logging, prioritization, resolution, communication, and closure of IT support issues. Coordinate root cause analysis for repeated incidents and drive preventive actions to reduce downtime and improve service reliability.
Support change management activities by ensuring technology changes are properly assessed, communicated, documented, and implemented with minimal business disruption.
Service Desk and User Support Leadership:
Lead and coordinate the service desk and support teams, ensuring clear ownership of tickets, effective escalation, and consistent user communication.
Define support procedures, service standards, ticket categories, escalation paths, and knowledge base documentation for improved service consistency.
Promote a customer-focused IT support culture that supports non-technical users with patience, professionalism, and timely follow-up.
Systems,
Infrastructure
and
Business
Application
Support:
Oversee support and availability of POS systems, ERP access, Microsoft 365, network connectivity, internet links, end-user devices, printers, and approved business applications.
Coordinate support for new store openings, relocations, technology refreshes, upgrades, deployments, and infrastructure-related service activities.
Work with technical teams and vendors to resolve system performance issues, application incidents, network outages, and infrastructure support concerns.
Vendor and SLA Management:
Track vendor performance against agreed SLAs for POS, ERP, internet service providers, hardware support, software platforms, and managed services. Coordinate vendor escalations, service reviews, issue follow-ups, and performance improvement actions to protect business operations.
Maintain clear documentation of service commitments, recurring vendor issues, resolution timelines, and improvement plans.
IT Asset, Access and Compliance Support:
Ensure IT assets, support devices, software licenses, user access records, and movement documentation are properly tracked and updated.
Support timely onboarding, role changes, access reviews, and offboarding activities in line with approved user access and security control processes. Promote compliance with IT policies, service procedures, information security requirements, endpoint protection, and acceptable use standards.
Reporting and Continuous Improvement:
Prepare regular service delivery reports covering incident trends, SLA performance, recurring issues, system availability, vendor performance, user satisfaction, and improvement actions.
Identify improvement opportunities across support processes, service desk operations, knowledge management, asset control, and service communication.
Support audits, IT projects, training initiatives, and operational improvement activities as assigned.
Key Performance Indicators
SLA compliance rate for incidents, requests, and vendor-supported services
Average ticket resolution time and mean time to restore service
First-time fix rate for routine support requests
System uptime for POS, internet, Microsoft 365, ERP access, and other critical services
Reduction in recurring incidents through problem management and root cause resolution
Vendor response and resolution performance against agreed commitments
Accuracy of IT asset, access, and service documentation.
Job Specifications
Educational Requirements:
Bachelor’s Deegee or HND in Information Technology, Computer Science, Information Systems, Computer Engineering, or a related field.
A postgraduate qualification in business, technology, or management is an added advantage.
Experience Requirements:
3-5 years of progressive experience in IT operations, service desk, service delivery, infrastructure support, application support, or related IT
management roles.
Minimum of 3 years in a supervisory, coordination, or managerial role.
Experience in a multi-site retail, QSR, hospitality, FMCG, or service-oriented environment is an advantage.
Click here to Apply
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