Senior Manager, IT Delivery & Platforms (AI-Assisted Operations)

Job Description

Overall Purpose of the Role Responsible for the hands-on delivery, operational oversight, and continuous improvement of core IT platforms supporting retail, e-commerce, and regional operations. This role ensures BAU stability while enabling scalable transformation and platform modernization, with a strong emphasis on AI-assisted operations and automation. Accountabilities – Key Result Areas • Oversee delivery, support, and performance of key IT platforms (ERP, POS, e-commerce, integrations). • Ensure platform stability, availability, and performance across regions. • Drive continuous improvement of system architecture and integrations. • Balance BAU stability with ongoing projects, enhancements, and business demands. • Ensure incidents, changes, and fixes are properly analysed, prioritised, and documented. • Implement structured release and change management practices. • Lead resolution of cross-regional technical issues and escalations. • Coordinate with vendors, partners, and internal teams to ensure timely issue resolution. • Maintain strong vendor accountability and service quality. • Support regional IT teams via structured escalation and guidance frameworks. • Ensure alignment with HQ standards, governance, and platform architecture. Show More