Retail IT Operations Transformation Manager

Responsibilities:

• Drive Retail IT operations program across NA & SAPMENA in accord with Retail strategy under the supervision of NA & SAPMENA Retail IT Operations manager, in collaboration with global, zone, and local teams.
• Liaise with market retail IT and BPO to maintain and enhance the retail business operation
• Visualize operation & business KPIs with a strategic view to rationalize & calibrate team’s priority on an on-going basis
• Manage external vendor relations and contracts to sustain system operations
• Manage integrations of retail solutions in the group system landscape, in collaboration with global, zone, and local teams
• Orchestrate incident management, service request, demand process, and crisis management of Retail IT solutions
• Support project planning & execution by evaluating operational/functional impacts by enhancements and change requests
• Manage enhancement solution delivery and apply/scale best practices to support the business growth in the region
• Build solid business relationship with Retail team. Bridge business and IT to support retail growth
• Collaborate with various NA & SAPMENA Zone IT teams to deliver business value on cross-domain activities

Requirements

• Academic Qualifications: Bachelor’s degree in IT
• Work Experience: 5-8 years in operations management, system operation support and maintenance experience
• Strong system operation support and maintenance experience
• Fluent verbal and written communication skills in English
• Strong analytical and technical mind to review requests and balance short and long-term approaches to address needs.
• Strong vendor management skills to drive execution excellence
• Strong project management skills in demand planning and follow through from initiation to project closure
• Strong sense of responsibility to fully own retail IT operation
• “Can-do” attitude to drive results
• Collaboration at the heart of working style
• Self-starter with high level of autonomy
• Retail POS experience is an advantage. Experience on clienteling and conversational commerce is a plus.
• ITIL certification is an advantage. ServiceNow experience is an asset.

Added Advantages:       

• Proven project management experience. Scrum Master qualification is an asset.
• Knowledge of retail business processes is highly preferred. Cosmetic/Beauty industry is a plus.
• Cegid POS solution knowledge is a strong plus.