Job Description

This role is based at the Sorbet Support Office in Woodmead, Johannesburg. We are looking to recruit an IT Manager to lead and enhance Sorbet Group's IT operations, systems, and digital capabilities across all franchises and corporate offices.
Job description
JOB PURPOSE:
Analyse, lead, and continuously improve the Sorbet Group's IT operations, systems, and digital capabilities across all franchises and corporate offices. The IT Manager will ensure a reliable, secure, and scalable technology environment that supports Sorbet's commitment to service excellence and an integrated, customer-centric experience.
The successful candidate will manage IT infrastructure, applications, cybersecurity, user support, and technology strategy, ensuring alignment with the organisation's franchise model and supporting the evolving partnership with the Clicks Group.
JOB OBJECTIVES:
1. IT Strategy & Leadership
Develop and implement an IT strategy that aligns with Sorbet Group's growth, franchise model, and digital transformation roadmap.
Provide strong leadership to the IT team, fostering high performance, professional development, and a service-oriented approach.
Collaborate closely with executive leadership, franchise partners, and Clicks Group technical teams to support integration initiatives.
Ensure adherence to IT audit requirements and Group governance standards.
2. Infrastructure Management
Oversee the maintenance, security, and performance of all IT infrastructure across 200 stores, training academies, and corporate offices.
Ensure network availability, uptime, and connectivity to support store operations, cloud-based POS systems, Microsoft 365 solutions, audiovisual systems, CCTV, and digital customer experiences.
Manage vendor relationships for hardware, software, and connectivity services to ensure optimal service delivery.
3. Applications & Systems
Manage key business applications, including POS, booking systems, Business Intelligence, CRM, stock management tools, group services, and corporate productivity platforms.
Ensure seamless system integrations between Sorbet and Clicks platforms where applicable (e.g., Clubcard earn integrations nationally and in neighbouring countries).
Lead the implementation of new technology solutions to enhance operational efficiency and support business growth.
4. Cybersecurity & Compliance
Implement and maintain group cybersecurity policies, standards, and tools to protect customer and company data.
Monitor risks and ensure compliance with POPIA and other applicable South African regulations.
Conduct regular audits, vulnerability assessments, and develop incident response plans to mitigate potential threats.
5. Support & Service Delivery
Oversee the IT helpdesk function to provide timely and efficient support for franchise partners and corporate teams.
Establish and monitor SLAs to ensure prompt issue resolution across hundreds of store environments.
Facilitate training and continuous knowledge-sharing with store teams to minimize operational disruptions.
6. Digital Enablement & Innovation
Support digital customer experience initiatives that align with Sorbet's brand ethos of guest satisfaction and seamless service.
Identify, evaluate, and implement new technologies to enhance the Sorbet experience, including digital bookings, loyalty programs, payment systems, and retail innovations.
Contribute to the development of e-commerce and omnichannel strategies to drive growth and innovation.
Minimum requirements
JOB RELATED KNOWLEDGE & EDUCATION:
Bachelor's degree or diploma in Information Technology, Computer Science, or a related field.
5-8 years of experience in IT management, preferably within retail, franchising, beauty, hospitality, or other customer-focused industries.
Demonstrated experience managing distributed retail IT environments, including POS systems.
Strong knowledge of networking, cloud platforms, cybersecurity frameworks, and business application * Knowledge in auditing SAP environments will be an added advantage.
JOB RELATED SKILLS
Experience working with large-scale franchise models.
Familiarity with Clicks Group systems or loyalty integrations is an advantage.
Project management understanding or related qualifications.
ITIL certification.
COMPETENCIES
Strong leadership and people management skills.
Excellent communication and stakeholder engagement abilities.
High problem-solving capacity and ability to thrive in a fast-paced retail environment.
Customer-centric and service-oriented approach.
Strategic thinker with hands-on capabilities.

Skills Required