Manager, IT Store Support

7-Eleven Malaysia Sdn Bhd; Kuala Lumpur; On-site; MYR 80,000 - 120,000; Full time

Job summary

A leading convenience store operator seeks an IT Store Support Manager in Kuala Lumpur to oversee IT systems, manage support, and drive improvements. Responsibilities include incident resolution, team leadership, and collaboration with IT teams. A degree in Computer Science and 5 years in IT Service Management are required. The ideal candidate must possess excellent communication skills and be proactive in resolving tickets.

Qualifications

• Minimum 5 years in IT Service Management with cross-functional teams.
• ITSM certification is an advantage.
• Proven experience managing IT Service Management including Asset/Access Management.

Responsibilities

• Monitor and manage incident tickets.
• Supervise and lead team members to achieve productivity KPIs.
• Collaborate with other IT teams to ensure timely resolution of store issues.

Skills

Incident/Problem Management

IT Service Management

Communication Skills

Stakeholder Management

Organizational Skills

Education

Degree in Computer Science or equivalent

Tools

POS applications

Handheld devices

Printers

Job description

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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 all IT systems and infrastructure in the stores operate as intended, in accordance with defined SLAs; managing IT installation and implementation of infrastructure and applications for new stores and refurbishments; and suggesting improvement initiatives to enhance store operation efficiency and customer experience.

Responsibilites

• 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.
• Proactive in driving desired outcomes.
• Ability to work independently and as part of a team.
• Effective written and verbal communication skills.
• Proactive in following up on incident tickets to ensure SLA compliance.

About the Company: 7‑Eleven Malaysia Holdings Berhad, operating over 2,400 convenience stores nationwide, aims to provide convenient retail services and continually expand its workforce with dynamic talent.