ICT Manager

About Hanshow Australia

Hanshow Australia Pty Ltd is part of Hanshow Technology, a global technology company providing Electronic Shelf Label (ESL), digital retail, IoT and AIoT solutions to major retailers and businesses.

Hanshow Australia delivers technology solutions, technical implementation, ongoing technical support and after-sales services across Australia.

Position Summary

Hanshow Australia is seeking an experienced and proactive ICT Manager to lead the company’s ICT operations, infrastructure, systems, information security and technical services.

The role also provides leadership and operational oversight of the Channel (Pre-Sales) and Service (After-Sales) teams, including technical solution design, customer project implementation, technical support and service delivery.

The ICT Manager works closely with senior management, employees, customers, technology partners and external service providers to ensure secure, reliable and effective technology operations.

Key Responsibilities

ICT Management

• Manage ICT infrastructure, networks, cloud services, business systems, telecommunications and IT support.

• Develop and implement ICT strategies, policies, procedures and technology plans.

• Manage system upgrades, integrations, cybersecurity, backup, disaster recovery and business continuity.

• Provide technical advice and recommendations to senior management.

• Drive automation, system integration and continuous improvement.

Channel / Pre-Sales & Service / After-Sales

• Lead and develop the Channel (Pre-Sales) and Service (After-Sales) technical teams.

• Support technical solution design, customer requirements, demonstrations, proposals and project scoping.

• Oversee technical support, customer escalations, SLAs, RMA and warranty processes.

• Develop technical standards, support procedures, documentation and training materials.

• Improve technical capability, service quality and customer experience.

Customer Projects & Technical Delivery

• Lead technical implementation, deployment, configuration and commissioning of customer projects.

• Coordinate customers, internal teams, suppliers and technical resources.

• Manage technical risks, issues and escalations.

• Ensure effective technical documentation, project handover and transition to support.

Vendor & Team Management

• Manage ICT vendors, service providers, technology partners and external consultants.

• Monitor service performance, contracts, licensing and technology services.

• Establish team KPIs, performance objectives and service standards.

• Mentor and develop ICT, Technical Support and Service team members.

• Report ICT and service performance to senior management.

Key Skills & Experience

• Relevant tertiary qualification in Information Technology, Information Systems, Computer Science, Engineering or a related discipline.

• Significant experience in ICT management, IT operations, technical services or a similar senior technology role.

• Demonstrated experience in ICT infrastructure, networks, cloud services, business systems and cybersecurity.

• Experience leading technical support, service delivery and customer-facing technical teams.

• Experience in technical project implementation and deployment.

• Experience managing customer escalations, SLAs, RMA and warranty processes.

• Strong leadership, problem-solving, communication and stakeholder management skills.

• Ability to manage multiple priorities in a fast-paced technology environment.

• Fluent Mandarin and English communication skills, both written and verbal, due to regular communication and collaboration with Hanshow’s global teams and stakeholders in China.