IT Operations Regional Lead - KZN at Dis-Chem Pharmacies

Job Description

• Dis-Chem Pharmacies has an opportunity available for a Regional IT Operations Squad Lead (Retail) who will be responsible for ensuring the stability, availability and performance of all IT systems and services supporting retail operations within the assigned region.
• The role ensures uninterrupted store trading, effective IT service delivery, and alignment between technology operations and business objectives, while leading regional IT support teams and third-party service providers.

Minimum Requirements

Essential:

• A+ N+
• Prince2
• ITIL Foundation (or higher)
• Retail industry experience strongly
• Experience with large multi-site
• Understanding of cyber security best practices in retail

Responsibilities

Operational Leadership & Management

• Lead and manage regional IT operations teams, including technicians, field engineers, and service partners.
• Oversee day-to-day IT service delivery across all sites within the region, and manage Vendors/Service Partners

Store & Retail Technology Support

• Ensure high availability and performance of critical store systems:
• Drive rapid issue resolution to minimize operational downtime and impact on customers.

Incident, Problem & Change Management

• Act as the regional escalation point for major incidents and
• Ensure controlled and documented execution of change activities in the region

Vendor & Service Provider Management

• Coordinate and manage third-party field support
• Monitor service performance against SLAs and drive continuous improvement
• Oversee hardware lifecycle management and logistics within the region

People Leadership

• Mentor and develop a high-performing regional IT
• Support capacity planning, workforce scheduling, and skills

Competencies

Essential: 

• 8+ years relevant IT experience, with at least 3–5 years in a retail operations or field support management role.
• Strong understanding of retail IT systems (POS, EFT, network, mobile devices).
• Experience managing geographically distributed
• Solid experience with ITIL processes (Incident, Problem, Change).
• Knowledge of network fundamentals, hardware, and store
• Ability to manage vendors and service partners
• Strong communication, stakeholder management, and leadership
• High Availability is required outside of operating hours

Key Performance Indicators

• Store System Availability
• Contribution to culture, accountability, engagement, and continuous improvement
• Incident Response and Resolution
• SLA Compliance (Internal & Vendor)
• Ticket Volume & Efficiency 

Ways of working (Agile & squad-based)

• Lead a cross-functional Regional Operations squad using Agile delivery principles
• Operate with clear platform ownership and accountability
• Promote reuse, standardization, and continuous improvement

Special Conditions of Employment:

• South African citizen
• MIE, clear criminal and credit
• Driver’s license and/or own reliable transport

Remuneration and benefits:

• Market related salary
• Medical aid
• Provident fund
• Staff account

Closing Date 02 October 2026