IT Manager
Role Purpose Ensure all technology systems supporting commercial and operational performance are functional, accurate, and integrated. Govern data quality across the Customer Relationship Management, Enterprise Resource Planning, and reporting platforms. Deliver the technology roadmap defined in the Sales Playbook. Key Responsibilities Systems Management • Maintain availability and performance of all core systems: Customer Relationship Management, Enterprise Resource Planning, e-commerce platform, and Business Intelligence dashboards • Resolve all system incidents within agreed timelines: critical within four hours, standard within two working days • Manage the Customer Relationship Management decision between Zoho and MBC customization Data Governance • Maintain the Minimum Data Dictionary and communicate it to all departments • Complete monthly cross-system data reconciliation across Customer Relationship Management, Enterprise Resource Planning, and reporting • Resolve all conflicting Stock Keeping Unit data across departments within five working days of identification Control Tower Dashboard Management • Build and maintain all Control Tower dashboards for all department heads • Ensure all dashboards are refreshed and ready by Monday morning of each week • Correct any dashboard data error within 24 hours of identification Technology Roadmap Execution • Execute the technology roadmap milestones defined in the Sales Playbook • Track all roadmap milestones in the Master Tracker with owners, deadlines, and status
Core Competencies Systems Management Maintains availability and performance of all core business systems. • Indicator: System uptime above 99%; critical incidents resolved within 4 hours. Data Governance Ensures data consistency and accuracy across all systems. • Indicator: Minimum Data Dictionary current; monthly reconciliation completed; zero conflicting Stock Keeping Unit data across departments. Dashboard Management Builds and maintains accurate, timely Control Tower dashboards. • Indicator: All dashboards refreshed by Monday morning weekly; errors corrected within 24 hours. Technology Roadmap Execution Executes technology milestones to timeline and budget. • Indicator: 85% of milestones delivered on time; stakeholders updated monthly. Experience and Qualifications Required • Minimum six years of Information Technology management experience in a commercial or distribution environment • Demonstrated experience managing Customer Relationship Management and Enterprise Resource Planning systems • Experience building and maintaining Business Intelligence dashboards and reports • Project management capability: able to run multiple technology implementation workstreams simultaneously • Strong stakeholder management skills across non-technical functions Educational Background and Languages • Minimum educational qualification: Bachelor’s Degree • Preferred field of study: Information Technology, Computer Science, Information Systems, Software Engineering. • Professional certification required or preferred: PMP, ITIL, Microsoft, ERP/CRM Certifications, Cybersecurity Certification. • Language requirements beyond English: Arabic, South Indian, Urdu