Senior Service Officer – DTECH

Richemont; Kuala Lumpur; On-site; MYR 70,000 - 100,000; Full time

Job summary

Richemont is looking for an IT Manager in Kuala Lumpur, Malaysia, to oversee IT operations, manage services, and lead projects ensuring quality IT infrastructure.

The ideal candidate will possess a Bachelor's degree in IT or related fields, with 3+ years' experience managing IT operations. Strong skills in cloud platforms and ITSM frameworks are preferred, along with a focus on service delivery and vendor management.

Qualifications

• Minimum of 3+ years of progressive experience in IT roles.
• Proven expertise in IT infrastructure management and helpdesk operations.
• Experience with Retail Point-Of-Sales (POS) systems is highly desirable.

Responsibilities

• Oversee and ensure the reliable operation and maintenance of IT infrastructure.
• Lead the provision of Level 1 and 2 technical support for system-related issues.
• Manage and optimize IT procurement processes.

Skills

Networking protocols and services

IT service management frameworks

Cloud platforms

Automation tools

Cisco Meraki

Education

Bachelor's degree in Information Technology, Computer Science, Engineering

Tools

SAP

Windows environment

Office 365

SharePoint

Job description

IT Service Operations & Infrastructure Management (40%)

• Oversee and ensure the reliable operation and maintenance of all essential IT infrastructure for business operations, including local area networks (LAN), wireless networks, internet connectivity, servers, storage, backups, printing solutions, and security systems (e.g., anti-malware, firewalls).
• Lead and manage the provision of Level 1 and Level 2 technical support for system-related issues, user queries, and SAP support, ensuring timely resolution and a strong customer-focused approach.
• Supervise and execute the configuration, installation, and maintenance of IT equipment, including computers, peripherals, software, and mobile devices, ensuring adherence to company standards.
• Manage hardware and software inventory, including planning and executing hardware refresh cycles and optimizing asset lifecycle management.
• Develop, implement, and enforce IT operational reports, procedures, and policies, driving continuous improvement in service delivery and operational efficiency.
• Ensure strict adherence to Company IT policies, security protocols, and regulatory compliance.
• Provide guidance and mentorship to any junior IT staff or external support teams, fostering their professional development and technical capabilities.

IT Project Leadership & Strategic Contribution (40%)

• Lead and manage the planning and execution of IT project deployments and implementations related to IT in office and boutique environments, ensuring projects are delivered on time, within scope, and budget.
• Actively drive digital transformation initiatives by researching, identifying, and evaluating new technologies and solutions to address local business challenges and enhance operational efficiency.
• Oversee the delivery of training on IT infrastructure and applications to promote user adoption and digital literacy within the organization.
• Collaborate closely with the Regional Digital Development team, acting as the key local liaison for requirements, promoting in-house digital products, and providing technical assistance for product rollouts.
• Identify and recommend new technologies and solutions to enhance operational efficiency and business services, presenting findings and strategic recommendations to management.

IT Vendor & Resource Management (20%)

• Manage and optimize IT procurement processes, including purchase order creation, goods receipt verification, invoice tracking, and reconciliation, ensuring cost-effectiveness and compliance.
• Oversee IT vendor management in SAP, including the creation, extension, and updating of vendor records to ensure accuracy and compliance.
• Lead vendor relationship management, negotiate service level agreements (SLAs), and conduct cost-benefit analysis for IT procurements to ensure optimal value and service delivery.

Qualifications

Education

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related technical field.

Experience

• Minimum of 3+ years of progressive experience in IT roles, with demonstrated ability to manage IT operations independently or in a lead capacity.
• Proven expertise in IT infrastructure management, helpdesk operations, and successful project delivery.
• Strong experience working in a Windows environment, including Office 365, SharePoint and AWS environment.
• Experience with Retail Point-Of-Sales (POS) systems and SAP is highly desirable.

Technical Skills

• Advanced understanding of networking protocols and services (DNS, DHCP, TCP/IP, LAN/WAN, FTP, Proxy).
• Proficiency in IT service management frameworks (e.g., ITIL certification highly preferred).
• Experience with cloud platforms, automation tools (e.g., Power BI, Power Automate, Robotic Process Automation - RPA), and cybersecurity best practices.
• Knowledge of Cisco Meraki is an advantage.

Soft Skills & Attributes

• Exceptional ability to operate autonomously and take full ownership of local IT operations.
• Ability to align IT initiatives with broader business objectives, contribute to strategic planning, and anticipate future technology needs.
• Strong analytical and critical thinking skills to diagnose and resolve complex IT issues, making informed and timely decisions.
• Excellent ability to communicate complex technical information clearly and concisely to diverse audiences, including senior management, technical teams, and non-technical staff.
• Highly motivated, disciplined, and focused on achieving operational excellence, project success, and continuous improvement.
• Capable of managing multiple priorities, thriving in a dynamic and fast-paced environment, and handling occasional after-hours project work when required.
• Strong commitment to delivering high-quality IT services, enhancing user satisfaction, and building strong relationships with internal stakeholders.