Retail Tech Service Lead

Responsible for the overall Digital Store Operations service delivery to the PANDORA stores in more than one Clusters, 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 do expect you to work closely with our all our Retail Tech Analyst ensure designing and implement clear processes of new D&T technology across multiple clusters.

The Retail Tech Service Lead will play a key role in designing POS processes, Fiscal solution (if any), hardware and network in the stores and act a 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 agreed budget and D&T strategy. Some travel between clusters will be expected to guarantee a world-class service management.

Duties will include strong alignment with the other Retail DevOps teams, both in and outside Digital&Technology, global service desk teams, platform teams, and business stakeholders to offer a consistent, resilient, and measurable support and operations of Pandora’s stores in the cluster. More specifically, your key sccountabilities will include:

Stakeholder Maagement:

• Focal point for Retail stakeholders in the clusters and markets.
• Managing and building a solid collaboration with local retail business stakeholders and key resources.
• Leading weekly/monthly meetings within the Cluster(s) management team(s) and take 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 design new processes/solutions.

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 represent the cluster for the DevOps POS team.
• Managing escalations with the support of our global support team and ensure 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 Operation.

Project Management:

• Helping Delivery Managers team to 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.

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.

Vendor management:

• 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

In order to succeed in this role

You may be the person we're looking for, if you are a dynamic person with a structured approach to work. You are analytical and able to easily present multi-source data in a simple structure. You have the ability to oversee several running projects next to BAU responsibilities. You also have strong stakeholder communication skills, and are an outspoken professional who is able to communicate to all levels of an organization.

Additionally, we expect that you have and can demonstrate:

• 5-8 years of relevant work experience in a similar role
• Strong experience with international Retail IT.
• Strong Service Management & Stakeholder management skill set.
• 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 indepentently 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.