Retail IT Service Delivery 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: 8-10 years in operations management, system operation support and maintenance experience

Other Requirements:

• 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.
• Basic networking, EDBMS/SQL, REST API, PowerShell script etc

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.