Job Purpose/Role
The Head of Technology Operations is responsible for overseeing and optimizing all aspects of technology infrastructure and operations across both store and office environments. This role ensures alignment with strategic objectives, drives operational excellence, and fosters a culture of continuous improvement and innovation.
Key Responsibilities
- Reports to: Chief Technology Officer (CTO)
- Store Technology Operations
- Oversee hardware services (such as POS, barcode scanner, thermal printer, and so on), inventory management, and lifecycle of store equipment.
- Control quality service with SLA agreed with Operation team
- Lead new store technology setup including IoT devices, computers, networks, and security systems.
- Ensure high availability and performance of store technology infrastructure.
- Office Technology Operations
- Manage IT support services and employee equipment provisioning.
- Maintain server room operations, office network infrastructure, and ensure compliance with PDPA and other data protection regulations.
- Office Network Quality
- Operational Management
- Develop and enforce SOPs, procedures, and IT policies.
- Monitor and improve service delivery standards across departments.
- Inventory Management
- Oversee technology assets and license tracking, lifecycle management, and inventory accuracy.
- Implement systems for real-time inventory visibility and control.
- Strategic Alignment
- Collaborate with CTO to align technology operations with company OKRs.
- Track and report performance metrics to ensure strategic goals are met.
- Develop and maintain a clear team roadmap aligned with business priorities.
- Set quarterly goals and metrics for team members and monitor progress.
- Conduct regular reviews to ensure accountability and continuous improvement.
- Process Optimization
- Lead initiatives to automate manual processes and improve operational efficiency.
- Identify and implement tools and systems that enhance service delivery.
- Budget Oversight
- Manage and optimize technology operations budget.
- Ensure cost-effective procurement and utilization of technology resources.
- Technology Governance
- Ensure consistent application of policies, procedures, and standards.
- Conduct regular audits and compliance checks.
- Risk Management & Talent Development
- Identify and mitigate operational risks.
- Build and mentor a high-performing technology operations team.
- Stakeholder Communication
- Serve as a key point of contact for internal stakeholders regarding technology operations.
- Communicate effectively with cross-functional teams and leadership.
Key Requirements
- Bachelors or Masters degree in Information Technology, Computer Science, or related field.
- 8+ years of experience in IT operations, with at least 3 years in a manager / director role.
- Influent in communication in English.
- Proven experience in managing both store and office technology environments.
- Strong understanding of IT governance, risk management, and compliance.
- Excellent leadership, communication, and stakeholder management skills.
- Experience with automation tools and process optimization strategies.
