• Take ownership and full responsibility of retail IT services and service provider performance.
• Manage the end-to-end service lifecycle, from design and implementation to support and continuous improvement.
• Develop and maintain strong relationships with vendors and service providers to ensure timely and effective delivery of services.
• Manage and oversee the day-to-day operations, service delivery and support provided by service providers and vendor.
• Implement IT service management best practices to streamline processes and enhance service quality.
• Ensure timely and effective resolution of incidents and service requests. Minimize disruptions and enhance service quality.
• Monitor service performance metrics and implement corrective actions to meet or exceed service level agreements (SLAs).
• Provide leadership and mentorship to the IT services teams, fostering a culture of excellence and innovation.
• Drive continuous improvement initiatives to enhance service delivery and customer satisfaction.
• Collaborate with retail business and IT counterparties to understand their needs and translate them into effective IT service strategies.
• Manage and monitor the IT service budget, ensuring cost-effective delivery of services and adherence to financial targets.
• Co-drive and support commercial negotiations for IT Services in scope
• Ensure compliance with relevant regulations and standards and maintain the security and integrity of IT systems and data.

• Bachelor’s degree in information technology or a related field.
• Proven experience in IT service management, preferably within the retail industry.
• Strong understanding of retail technology solutions, including POS systems, e-commerce platforms, and inventory management systems.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels.
• ITIL certification or equivalent is highly desirable.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.

2024-12-27