DFI Retail Group (the ‘Group’) is a leading pan-Asian retailer. At 31st December 2021, the Group and its associates and joint ventures operated over 10,200 outlets and employed some 230,000 people. The Group had total annual sales in 2021 exceeding US$27 billion.

The Group provides quality and value to Asian consumers by offering leading brands, a compelling retail experience and great service; all delivered through a strong store network supported by efficient supply chains.

The Group (including associates and joint ventures) operates under a number of well-known brands across food, health and beauty, home furnishings, restaurants and other retailing.

The Group’s parent company, Dairy Farm International Holdings Limited, is incorporated in Bermuda and has a primary listing on the London Stock Exchange, with secondary listings in Bermuda and Singapore. The Group's businesses are managed from Hong Kong by Dairy Farm Management Services Limited through its regional offices.

DFI Retail Group is a member of the Jardine Matheson Group.

IT Service Lead

The Job

• Define future support model and process for a new organization within DF Group
• Define and manage transition plan from project into business as usual operations
• Perform defined tasks to monitor service delivery against service level agreements and maintain records of relevant information
• Produce regularly analyses service records against agreed service levels to identify actions required to maintain or improve levels of service, and initiates and reports these actions
• Act as Incident Manager to manage impact assessment and communication between offshore support centre, IT suppliers, and business stakeholders
• Maintain support processes and check that all requests for support are dealt with according to agreed procedures
• Collect application and infrastructure performance statistics and create reports
• Initiate and monitor actions to investigate and resolve problems in application systems and services
• Assist with the implementation of agreed remedies and preventive measures

The Person

• A minimum of a Bachelor degree with at least 5 years of working experience in IT, in FMCG or retail industry is a plus
• Strong experience in IT Operations Management with exposure to ITIL
• Experience with managing IT Operations with multiple vendors and businesses in the landscape
• Very structured, with analytical mind and operational management skills
• Excellent communication and presentation skills with strong stakeholder management skill
• Proficiency in written and spoken English is essential