Retail Tech Service Lead

3 dni temu

Warszawa, Mazovia, Polska Pandora AS Pełny etat

Are you a passionate IT professional with strong retail experience and a service-minded approach? Are you looking for an opportunity to work with multiple stakeholders across the globe and become a key point for the digital store operations of the world's leading jewellery brand? Then, keep on reading

Responsibilities:

Responsible for the overall Digital Store Operations service delivery to the PANDORA stores in more than one cluster, collaborating closely with multiple business stakeholders and Digital & Technology functions.

Pandora operates hundreds of stores in the clusters, and you will play a key role in managing the delivery of our OKRs, strategic tech yearly goals, new stores, store services, and store support services. This position is in the Retail & Tech Operations organization, and you will have colleagues in many countries around the world. As Retail Tech Service Lead, we expect you to work closely with our Retail Tech Analysts to ensure the design and implementation of clear processes for new D&T technology across multiple clusters.

The Retail Tech Service Lead will play a key role in designing POS processes, Fiscal solutions (if any), hardware, and network in the stores and act as a Subject Matter Expert (SME) for our Vendors and Support Teams. He/She will manage and oversee several service providers and ensure they deliver the agreed services on time and within the agreed budget and D&T strategy. Some travel between clusters will be expected to guarantee world-class service management.

Key Accountabilities:

  1. Stakeholder Management:
    • Focal point for Retail stakeholders in the clusters and markets.
    • Managing and building solid collaboration with local retail business stakeholders and key resources.
    • Leading weekly/monthly meetings within the Cluster(s) management team(s) and taking ownership of Continuous Service Improvements.
    • Acting as Ambassador on behalf of D&T in the Cluster.
    • Managing local business expectations based on global direction and designing new processes/solutions.
  2. Service Management:
    • Ensuring timely, effective IT service delivery, fulfilling SLAs and KPIs in collaboration with relevant teams.
    • Acting as cluster(s) SME for our POS application and representing the cluster for the DevOps POS team.
    • Managing escalations with the support of our global support team and ensuring problem management.
    • Ensuring all new technology solutions are well documented and on-boarded into Retail Support teams.
    • Continuously focusing on improving the support services delivered to PANDORA stores.
    • Managing performance of Retail Store technology, identifying problem areas, and devising and delivering solutions to enhance quality of service and issue prevention to reduce costs in operation and increase stability in our Stores.
    • Facilitating communication between IT Operations, other IT units, and occasionally business units to align IT services with organizational objectives.
    • Designing, developing, and implementing processes and documentation for repeatable new store infrastructure implementations and upgrades.
    • Ensuring hardware stock is available for operations.
  3. Project Management:
    • Helping Delivery Managers drive the operational aspects of new store openings and other related store activities – Subject Matter Expert function.
    • Leading and managing retail projects in the cluster(s) or technical domains.
    • Serving as managing lead for the implementation of projects for new or enhanced infrastructure technologies or services.
  4. Technology:
    • Subject Matter Expert on how all technology components within our retail environment function and are supported.
    • Managing, designing, developing, tracking, and analyzing Retail Infrastructure support incidents, problem management, and trends; identifying and responding to training gaps.
    • Being the link between our Fiscal provider and Pandora, and developing and supporting the service.
    • Helping D&T management to build a solid Operation Center unit (Detect & Fix, is better than react approach on incidents).
    • Developing and improving retail service concepts.
    • Managing our global partners and their deliveries in the region/cluster.
    • Initiating conversations with external suppliers to guarantee the requisite services delivery based on demands and/or local solutions.

Travel expected for this role: 90+ days per year

Qualifications:

  • 5-8 years of relevant work experience in a similar role
  • Strong experience with international Retail IT.
  • Experience with Fiscal services.
  • Exceptional written and oral communication skills with the ability to present ideas in user-friendly language to non-technical staff and end users.
  • A strong sense of Business urgency and a customer-centric approach to tasks.
  • Project Manager mentality and approach to tasks and projects.
  • Strong knowledge regarding DevOps.
  • Experience working with agile methodologies.
  • ITIL knowledge and relevant certification are mandatory.
  • Able to work independently in a remote team with an internationally based manager.
  • Fluency in English on a professional level, both written and verbal. Knowledge of German/Polish or other languages would be an advantage.

If you see yourself in the position and would like to become a part of Pandora's future, please do not hesitate to apply. We are an international team, so please make sure to send us your application in English to be considered. We look forward to hearing from you We process applications on a continuous basis, which is why we encourage you to send your application as soon as possible.

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