[HCM] Senior Manager, IT Operations

Job Purpose
The Senior Manager, IT Operations is responsible for leading the day-to-day operations, stability, and continuous improvement of the company's IT infrastructure, systems, platform engineering and DevOps, IoT and connected devices, and support services across all business entities (Cheese 4P's, Kitchen 4P's, Frozen Pizza, and Operations).
This role ensures reliable, secure, and scalable technology operations that support business continuity and growth, while building and leading a high-performing IT Operations team, including remote and distributed members supporting operations across Vietnam and emerging regional markets (India and ASEAN).
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Key Responsibilities
1. IT Infrastructure & Systems Management
• Oversee the day-to-day management of IT infrastructure, including servers, networks, POS systems, cloud services, and endpoint devices across all sites/entities.
• Ensure high availability, performance, and security of critical business systems (ERP, POS, HRIS, and other operational platforms).
• Own the IT infrastructure roadmap, including upgrades, capacity planning, and technology refresh cycles.
DevOps & Platform Engineering
• Own the DevOps and platform engineering function, including CI/CD pipelines, infrastructure-as-code, cloud platform management, and deployment automation.
• Establish observability, monitoring, and site-reliability practices to safeguard uptime, performance, and security across critical systems.
• Provide the internal platforms, tooling, and self-service capabilities that let engineering and product teams ship reliably and securely.
IoT & Connected Devices
• Oversee the deployment, connectivity, security, and lifecycle of IoT and connected devices across stores, kitchens, and factories (e.g., production equipment, cold-chain and environmental monitoring, energy and kitchen sensors).
• Ensure IoT data pipelines, device management, and integrations are reliable, secure, and scalable to support operations and analytics.
2. IT Service Management & Support
• Manage IT helpdesk/support operations, ensuring timely resolution of issues and high service satisfaction across stores, factories, and offices.
• Establish and monitor SLAs, KPIs, and service standards for IT support.
• Drive continuous improvement of IT service delivery processes (incident, problem, and change management).
3. Security & Compliance
• Implement and maintain IT security policies, data protection practices, and disaster recovery/business continuity plans.
• Ensure compliance with relevant data privacy regulations and internal IT governance standards.
• Manage IT risk assessments and audits, working closely with relevant stakeholders.
4. Vendor & Budget Management
• Manage relationships with IT vendors, service providers, and contractors, ensuring quality and cost-effectiveness.
• Own the IT Operations budget, tracking spend and identifying cost optimization opportunities.
• Evaluate and recommend new tools/technologies to improve operational efficiency.
5. Team Leadership & Development
• Lead, coach, and develop the IT Operations team, building capability and succession planning.
• Set clear goals, performance expectations, and growth plans for direct reports.
• Foster a culture of accountability, collaboration, and continuous learning within the team.
• Build, lead, and develop remote and distributed team members, establishing the ways of working, communication rhythms, and standards needed to operate effectively across multiple locations and time zones.
• Stand up new remote teams to support regional expansion (e.g., India and ASEAN), including hiring, onboarding, and capability-building from the ground up.
6. Cross-functional Collaboration
• Partner with business units (Operations, Production, Supply Chain, HR, Finance) to understand technology needs and translate them into operational solutions.
• Support the SVP of Technology & Innovation in executing the broader technology strategy and digital transformation initiatives.
• Act as a key liaison between IT Operations and other functions during system rollouts, integrations, or incidents.