Posted · via Food Concepts’s careers page
First seen today on Food Concepts’s site
Based in Nigeria, not fully remote. The employer names a city in Nigeria but not the work setup. Plan for office days and confirm in the interview.
Read from the listing itself, not guessed. “Remote” does not always mean any country, so confirm with the recruiter.
Job Description of Information Technology Service Delivery
Job Title:
Information Technology Service Delivery
Location:
Head Office
Grade level:
Manager / Middle Manager
Department:
Information Technology Department
Reports to (Title):
Head of Information Technology
Direct Reports:
Service Desk Analysts, IT Support Engineers, Field Support Officers, Service Delivery Coordinators
Job Purpose
The Information Technology Service Delivery role is responsible for ensuring the effective delivery of reliable, responsive, and customer-focused IT services across head office, restaurant outlets, and support locations. The role oversees service desk operations, incident and problem management, SLA compliance, vendor performance, user support, operational reporting, and continuous service improvement to ensure business-critical technology services support daily operations with minimal disruption.
Core Responsibilities and Key Result Areas
Manage day-to-day IT service operations across business locations, ensuring support services are delivered in line with agreed standards and business priorities. Monitor service performance, ticket trends, SLA achievement, service availability, and user satisfaction, and implement corrective actions where required.
Act as an escalation point for major incidents, recurring issues, service disruptions, and business-critical technology concerns.
Oversee incident management processes to ensure timely logging, prioritization, resolution, communication, and closure of IT support issues. Coordinate root cause analysis for repeated incidents and drive preventive actions to reduce downtime and improve service reliability.
Support change management activities by ensuring technology changes are properly assessed, communicated, documented, and implemented with minimal business disruption.
Lead and coordinate the service desk and support teams, ensuring clear ownership of tickets, effective escalation, and consistent user communication. Define support procedures, service standards, ticket categories, escalation paths, and knowledge base documentation for improved service consistency. Promote a customer-focused IT support culture that supports non-technical users with patience, professionalism, and timely follow-up.
Oversee support and availability of POS systems, ERP access, Microsoft 365, network connectivity, internet links, end-user devices, printers, and approved business applications.
Coordinate support for new store openings, relocations, technology refreshes, upgrades, deployments, and infrastructure-related service activities.
Work with technical teams and vendors to resolve system performance issues, application incidents, network outages, and infrastructure support concerns.
Track vendor performance against agreed SLAs for POS, ERP, internet service providers, hardware support, software platforms, and managed services. Coordinate vendor escalations, service reviews, issue follow-ups, and performance improvement actions to protect business operations.
Maintain clear documentation of service commitments, recurring vendor issues, resolution timelines, and improvement plans.
Ensure IT assets, support devices, software licenses, user access records, and movement documentation are properly tracked and updated.
Support timely onboarding, role changes, access reviews, and offboarding activities in line with approved user access and security control processes. Promote compliance with IT policies, service procedures, information security requirements, endpoint protection, and acceptable use standards.
Prepare regular service delivery reports covering incident trends, SLA performance, recurring issues, system availability, vendor performance, user satisfaction, and improvement actions.
Identify improvement opportunities across support processes, service desk operations, knowledge management, asset control, and service communication.
Support audits, IT projects, training initiatives, and operational improvement activities as assigned.
KeyPerformanceIndicators
Knowledge Requirements
Job Specifications
EducationalRequirements
ProfessionalRequirements
Experience Requirements
Certifications or training in any of the following will be an added advantage:
Microsoft, CompTIA Network+, or Security+
management roles.
WorkingConditions
Jobholders typically work 40 hours per week, Monday to Friday, with flexibility for weekend, shift, emergency, or extended hours where required to support restaurant operations, major incidents, technology deployments, service reviews, outlet openings, audits, or critical business issues. The role may require periodic
travel to outlets and other company locations.
Contacts and Purpose of Contact
Internal Contacts
Purpose of Contact
External Contacts
Authorization
Name and Signature: Ruth Osaigbovo
Date: 24/08/2026
Ready to apply?
Your application goes straight to Food Concepts, on their own hiring page.
Nigerian restaurant company behind Chicken Republic and PieXpress.
Lagos, Nigeria · Private
