Head of IT – Retail & Operations

Overview

The Head of Information Technology provides strategic leadership and direction in ensuring the seamless delivery of IT services across the organization's 45 community malls. This role is responsible for leading and managing three major pillars: IT Operations, IT Systems, and IT Infrastructure. The position ensures the organization's IT platforms are secure, reliable, scalable, and aligned with business goals—particularly in delivering free Wi-Fi and digital connectivity services in all malls, strengthening customer engagement and operational efficiency.

Key Responsibilities:

IT Operations:

• Oversee day-to-day IT support services across all malls, ensuring high system uptime and service efficiency.
• Establish IT service management standards, including SLA monitoring and incident management.
• Manage IT budget, optimize operating costs, and ensure compliance with IT policies.
• Provide end-user support to operations, tenants, and customers as needed.

Systems:

• Lead the planning, development, and deployment of enterprise systems, applications, and databases.
• Ensure seamless integration of IT systems supporting mall operations, tenant management, and customer engagement.
• Oversee data governance, cybersecurity protocols, and information security compliance.
• Drive innovation by introducing digital tools that enhance mall services (e.g., mobile apps, loyalty systems, digital connectivity platforms).

Infrastructure:

• Lead the design, implementation, and maintenance of robust IT infrastructure across all 45 community malls.
• Manage the free Wi-Fi and mall connectivity projects, ensuring reliable, secure, and scalable service.
• Ensure proper data backup, disaster recovery, and business continuity systems are in place.
• Establish standards for hardware, network, and cloud solutions to support long-term growth.

Leadership Accountabilities:

• Build, lead, and coach the IT team to deliver operational excellence across the three pillars.
• Partner with business leaders to align IT strategies with organizational objectives.
• Provide timely executive reporting on IT performance, KPIs, risks, and strategic projects.
• Foster a culture of innovation, cybersecurity awareness, and customer-focused technology adoption.

Qualifications:

• Bachelor's Degree in Computer Science, Information Technology, Computer Engineering, or Electronics and Communications Engineering. Preferably with a master's or further studies.
• At least 10 years of progressive IT leadership experience, with a minimum of 5 years in a senior management capacity.
• Proven expertise in IT Operations Management, Systems Development, Infrastructure Design & Maintenance.
• Strong knowledge of network security, data privacy, and cybersecurity practices.
• Experience in managing large-scale connectivity projects (e.g., Wi-Fi networks across multiple sites).
• Excellent skills in strategic planning, project management, business process improvement, and vendor negotiations.
• Strong communication and leadership skills with a track record of building high-performing IT teams.