Manager, IT Store Support

7 Eleven; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading convenience store chain is seeking an IT Store Support Manager in Kuala Lumpur. You will oversee IT systems and infrastructure, manage incident tickets, and lead a team to ensure optimal operations. The ideal candidate will have at least 5 years in IT Service Management and strong communication skills. The role offers competitive benefits including medical and staff discounts.

Benefits

Medical

Parking

Handphone Benefits

Petrol Card

Staff Discount

Qualifications

• At least 5 years in IT Service Management with cross-functional teams.
• Ability to identify transformation opportunities and drive changes.
• Experience with various IT applications and peripherals.

Responsibilities

• Monitor and manage incident tickets.
• Supervise and lead team members.
• Provide hands-on support to resolve user problems.

Skills

IT Service Management

Incident/Problem Management

Excellent communication skills

Stakeholder management

Organizational skills

Time management

Education

Degree in Computer Science or equivalent

Tools

POS applications

Handheld devices

ITSM tools

Job description

Objective of the Role

The organization operates retail convenience stores nationwide. Reporting directly to the Head of IT, the IT Store Support Manager is responsible for ensuring IT systems and infrastructure in the stores operate as intended, managing installation and implementation of infrastructure and applications for new stores and refurbishments, and suggesting improvement initiatives to enhance store operation efficiency and customer experience.

Responsibilities

• Monitor and manage incident tickets.
• Supervise and lead team members to achieve productivity KPIs.
• Motivate, coach, and inspire team members to maintain and improve system operations.
• Collaborate with other IT teams to ensure timely resolution of store issues.
• Manage support for all IT applications at stores, e.g., POS applications, inventory modules, POS back‑office applications, etc.
• Manage support for all IT infrastructure at stores, e.g., internet, routers, handheld devices, POS and desktop hardware, etc.
• Ensure documentation, procedures, and guidelines are up‑to‑date.
• Provide hands‑on support to resolve user problems when required.
• Act as a Change Agent in the Digital roadmap to maximize positive organizational impact.
• Resolve conflicts and problems effectively.

Requirements

• At least a degree in Computer Science or equivalent.
• Minimum 5 years in IT Service Management with cross‑functional teams.
• ITSM certification is an advantage.
• Ability to identify opportunities for transformation and drive changes to improve IT systems and processes in stores.
• Proven experience managing IT Service Management, including Asset/Access Management, Incident/Problem Management, and End User Computing.
• Experience with POS applications, handheld devices, printers, and other peripherals.
• Strong stakeholder and internal communication skills.
• Excellent written and verbal communication skills.
• Solid organizational skills, including attention to detail and multitasking.
• Willing to be hands‑on to resolve critical tickets when required.
• Eager to understand and develop expertise on all store systems.
• Good time management, scheduling, analytical, and problem‑solving skills.
• Proactive in driving desired outcomes.
• Ability to work independently and as part of a team.
• Proactive in following up on incident tickets to ensure SLA compliance.

Application Process

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What’s your expected monthly basic salary?
• How much notice are you required to give your current employer?
• How many years’ experience do you have in the retail industry?

About Us

7‑Eleven Malaysia Holdings Berhad through its subsidiary 7‑Eleven Malaysia Sdn Bhd is the owner and operator of 7‑Eleven stores in Malaysia. Incorporated on 4 June 1984, 7‑Eleven Malaysia has made its mark in the retailing scene and has been a prominent icon for over 30 years. It is the single largest convenience store chain with more than 2,400 stores nationwide, serving over 900,000 customers daily.

Our Vision

To be the best retailer of convenience.

Our Mission

To consistently serve the changing needs of customers for their convenience.

Our Core Values

• Understand: We seek to understand the needs of stakeholders & the company to make the best (balanced) decisions.
• Simplify: We work towards making things convenient for people to increase the effectiveness of our solutions.
• Solve: We find ways to resolve issues that prevent us from delivering value to those we serve.
• Connect: We communicate to manage people’s expectations in the most effective manner.

Retail & Consumer Products

More than 10,000 employees.

Perks and Benefits

Medical, Parking, Handphone Benefits, Petrol Card & Staff Discount C.